Meeting & Events Manager

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Job Summary:

The Meeting and Events Manager manages employees and daily operations ensuring high-quality customer service by building strong event programming that aligns with the goals of clients and other stakeholders.

In the role you would lead a team of Hosts who serve as meeting and event specialists ensuring planning, space preparation, service delivery and post-event wrap-up activities are delivered with care and quality. In addition to making recommendations on budgets and cost management, this individual also coordinates with clients to resolve complex issues and provide a consistently positive experience through regular engagement and improvement of event processes.

The Meeting and Events Manager also works with teams to track benchmarks and ensure superior performance from the entire meeting and events staff.

Essential Duties and Responsibilities:

• Manages a team in one or more offices. Provides direction on employee management (eg recruitment of talent, performance management, employee engagement, employee development, etc.)
• Make recommendations on budgets and cost reductions. Establishes work schedules, assigns tasks, cross-trains staff, evaluates performance, and develops team\’s skills
• Troubleshoots and resolves complex client inquiries and complaints that are escalated
• Follows up with clients timely to ensure satisfaction
• Ensures consistency in support provided by the team through continuous review and improvement of existing processes
• Interprets and communicates goals and direction with management
• Sets achievable goals that are linked to the objectives of the organization
• Accountable for SLA\’s, KPIs, and benchmarks; reports out on a recurring basis
• Supports Experience Services team to ensure event operations are compliant with safety and facility/property requirements
• Ensures smooth event operations; troubleshoot as needed
• Serves as primary contact with client for meeting and events forecasts and strategies
• Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer satisfaction
• Support client\’s workplace community program through delivery of events and activities, including:

• Management and execution of site events from conception through to delivery
• Management of annual community program budget
• Establish, administrate, and communicate annual site events and activities calendar
• Establish and introduce robust events request process
• Create and distribute event invitations and communications to client employee base
• Regular events and activities reporting e.g. spend, attendance, event success metrics, etc
• Regular liaison with client\’s program volunteer group(s)

Person Specification:

• Experience in the meetings or event industry in areas such as a planner, travel manager, hotel sales or similar preferred
• Formal supervisory experience
• Experience working in or with a multi-unit environment eg hotel, retail, food, etc. across multi-stakeholder, matrixed environments on a global scale to achieve objectives preferred
• Understands the sales process, meeting dynamics, support services, vendors, and industry at large.
• Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc.
• Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications
• Ability to work in multiple software platforms and learn and retain technical software applications quickly
• Must work well under pressure with multiple deadlines, and demonstrate a proactive approach to routine and non-routine occurrences

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