Events Services Manager

The Event Services Manager at the Hilton Garden Inn Cleveland Downtown will be responsible for preparing all meeting and event documentation/Banquet Event Orders (BEOs) and coordinating with Sales, other property departments, and guests to ensure consistent, high-level service throughout the pre-event, event, and post event phases of property meetings and events. Additionally, this role ensures for a seamless turnover from sales for the detailing process and also acts as on-site Banquet Manager for all meetings and events.  This position recognizes opportunities to maximize revenue by upselling and offering enhancements to create outstanding meeting experiences.
 

Responsibilities:  

• Solve problems and suggest alternatives to previous arrangements if necessary
• Lead pre-event and post-event meetings for all groups
• Identify operational challenges associated with groups and works with the property team members and guests to solve these challenges and develop alternative solutions as needed
• Manage client budgets to maximize revenue and meet client needs
• Oversee guest experience from file turnover through the post event phase until the turnover back to Sales Department
• Manage meeting space for all groups
• Adhere to all standards, policies, and procedures
• Celebrate successes and publicly recognizes the contributions of team members
• Up-sell products and services throughout the event process
• Participate in customer site inspections and assists with the sales process when needed
• Act as liaison between salesperson and client throughout the meeting/event process
• Manage revenue and profitability associated with meetings/events
• Review billing and payments with clients
• Handle guest problems and complaints
• Greet client during the meeting/event phase and review daily BEOs with the client
• Strive to improve service performance
• Set a positive example for guest relations
• Coordinate and communicate verbally and in writing with customer (internal and external) regarding meeting/event details

• Oversee and lead the Banquet team members during meetings/events
• Oversee the scheduling of all banquet team members (servers and housemen)
• Maintaining and executing the cleanliness, organization and inspection of all meeting rooms in the Conference Center
• Oversee and assist with set up of all meeting spaces, including setting/lifting tables, chairs, banquet equipment and Audio Visual equipment

Requirements:  

•High school degree (or equivalency) required with Hotel/College training preferred

•Previous supervisor role in Hotel Banquet/Food and Beverage experience required

•Solid understanding of maximizing banquet revenue generation, meeting planning and execution, BEOs, leading a Banquet team and providing excellent customer service

•Creative and innovative, as well as proactive and customer-oriented

•High energy and outgoing personality

•Organizational skills and attention to detail is a must

•Diplomatic team player

•Excellent communication skills both written and oral

•Proficient with computers and with Microsoft Office, event management software (Delphi preferred) and customer management platform (PEP preferred)

•Excellent time management, self- starter and able to work independently and as part of team

•Ability to multi-task and work in a fast-paced environment (sometimes many hours on your feet)

•An aptitude for self-motivation 

•A can-do attitude and a hands-on approach

•A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel