Events Manager

Based at The Sheraton Grand London Park Lane Hotel – a Grand Experience Crafted in Mayfair.

Job Summary

Responsible for preparing all event documentation and coordinating with Sales, property departments and customers to ensure consistent, high‑level service throughout pre‑event, event and post‑event phases of property events. This position primarily handles events of average complexity, ensuring seamless turnover from sales to service and back to sales. The role recognizes opportunities to maximize revenue by up‑selling and offering enhancements to create outstanding events.

Candidate Profile

Education and Experience

• High school diploma or GED with 1–2 years of experience in event management or a related professional area.
• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with at least 1 year of experience in event management or a related professional area.

Core Work Activities

Managing Event Logistics and Operations

• Ensures events progress seamlessly by following established procedures, collaborating with other employees and ensuring accuracy.
• Greets customers during the event phase and hands off to the Event Operations team for execution of details.
• Adheres to all standards, policies and procedures.
• Ensures billing accuracy and conducts bill reviews with clients prior to final billing.
• Manages group room blocks and meeting space for average to large‑sized groups.
• Identifies operational challenges, determines solutions, and works with property staff and customers to resolve them.
• Integrates current trends in event management and event design.
• Acts as liaison between field salesperson and customer throughout the event process.
• Participates in customer site inspections and assists with the sales process as necessary.
• Performs other duties as assigned to meet business needs.
• Solicits feedback from property departments to identify areas for improvement.

Ensuring and Providing Exceptional Customer Service

• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Empowers employees to provide excellent customer service.
• Coordinates and communicates event details verbally and in writing to the customer and property operations.
• Makes presence known to customer at all times during this process.
• Oversees customer experiences from file turnover through the post‑event phase until turnover back to sales.
• Follows up with customers post‑event.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Works to continually improve customer service by integrating feedback into action plans.
• Ensures hourly employees understand expectations and parameters for event activities.

Leading Event Management Teams

• Conducts formal pre‑ and post‑event meetings to review and communicate group needs and feedback.
• Leads meetings for average to large‑sized groups and facilitates various necessary meetings.

Supporting and Coordinating with the Sales and Marketing Function

• Assists in the sales process and revenue forecasting for customer groups.
• Up‑sold products and services throughout the event process.
• Forecasts group sleeping rooms and event revenue for his/her groups.

Conducting Human Resources Activities

• Reviews comment cards and guest satisfaction results with employees.
• Observes service behaviors, provides feedback to individuals and managers.
• Assists in the development and implementation of corrective action plans.
• Uses experience to improve service performance.
• Works with property staff and customers to address operational challenges.
• Performs other duties as assigned to meet business needs.

Benefits

• Part of Marriott International – national and internal promotion opportunities.
• World‑class training and development programmes.
• Work alongside award‑winning hospitality professionals.
• Discounted room nights & food and beverage.
• Complimentary laundry, free meals on duty.
• Access to flexible benefits to help you in and out of work.
• Eligible for Accommodation Service Charge.
• Quarterly Bonus.

Equal Employment Opportunity Statement: At Marriott International, we are dedicated to being an equal opportunity employer and welcoming all, providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or any other basis protected by applicable law.