Prepares all event documentation and coordinates with sales, departments, and customer to ensure consistent, high level service throughout pre-event, event and post event phases of hotel events; primarily handles events of average complexity. Ensures all hotel events have a seamless turnover from sales to service back to sales. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

Operations

• Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.
• Acts as liaison between field sales person and customer throughout the event process (pre-event, event, post-event). Makes presence known to customer at all times during this process. Is available to solve problems and/or suggest alternatives to previous arrangements.
• Oversees customer experiences from file turnover through the post event phase until turnover back to sales.
• Proactively identifies operational challenges associated with group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions.
• Leads pre-event and post-event meetings for assigned groups.
• Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc).
• Manages group room blocks and meeting space for assigned groups.
• Greets customer during the event phase and hands-off to the Event Operations team for the execution of details.
• Adheres to all standards, policies, and procedures.
• Integrates current trends in event management and event design

Guest Satisfaction

• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.
• Actively solicits feedback from departments to identify areas for improvement to enhance the Event Planner’s experience.
• Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Sales and Revenue Management

• Effectively up sells products and services throughout the event process.
• Participates in customer site inspections and assists with the sales process when necessary.
• Effectively manages customer budgets to maximize revenue and meet customer needs.
• Accurately forecasts group sleeping rooms and event revenue (catering and audio-visual) for groups.

Other

• To look out for the safety of yourself, co-workers and to follow all Health and Safety requirements in the workplace.
• Performs other duties as assigned to meet business needs.

• High School diploma or equivalent. A college degree preferred
• Must have prior experience
• Two to five years of applicable on-the-job experience
• Proficient in Microsoft Applications: word, excel, power point and outlook
• Proficient in graphics applications
• Supervisory or Management training
• Ability to verbally communicate effectively with guests and co-workers.
• Be able to clearly express oneself verbally in the English Language using good grammar, vocabulary, eye contact and a friendly voice inflection
• Proven knowledge of proper serving etiquette.
• Effective sales skills to up-sell products and services
• Knowledge of menu planning, food presentation, and banquet and event service operations
• Ability to manage guest room and meeting space inventories
• Broad understanding of facility management
• Strong customer development and relationship management skills
• Knowledge of overall hotel operations as they affect department
• Knowledge of Event Technology products and services
• Knowledge of contract management and legalities
• Financial management skills e.g. manage operating budgets, forecasting and scheduling
• Strong communication skills (verbal, listening, writing)
• Strong problem-solving skills
• Strong customer and associate relation skills
• Strong organization skills
• Ability to use standard software applications and hotel systems
• Effective decision making skills
• Effective influence skills
• Strong presentation and platform skills
• Knowledge of governmental regulations and safety standards

This position is to report to work five (5) day per week and if required, may be instructed to work additional time due to any special events that may be occurring at River Cree Resort & Casino.

WE OFFER

•  A competitive wage and excellent benefits.
• Shuttle service from West Edmonton location.
• All associates participate in our “Circle of Service” program which rewards and empowers individuals who provide outstanding customer service.
• An opportunity to work within a progressive, exciting team environment.
• An opportunity to work with a skilled Management team.