Events Manager

Overview

The role involves comprehensive preparation of event documentation, coordinating seamlessly with Sales, property departments, and customers to deliver consistent, superior service throughout all event phases: pre-event, event execution, and post-event. The position primarily manages events of moderate complexity, ensuring smooth transitions between sales and service, while identifying opportunities for revenue enhancement by suggesting upgrades and enhancements to clients.

Candidate Profile

• 2 to 3 years professional experience in event management or a related discipline.
• Alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or similar field from an accredited university, accompanied by a minimum of 1 year event management experience.

Key Responsibilities

• Oversee all logistics and operational aspects of events, ensuring procedures are adhered to, collaboration with team members is maintained, and events proceed flawlessly.
• Welcome customers during events and coordinate a smooth handover to the Event Operations team for detailed execution.
• Maintain compliance with all organizational standards, policies, and procedures.
• Review billing details with clients prior to finalization to ensure accuracy.
• Manage group room reservations and meeting spaces for moderate to large groups.
• Identify and resolve operational challenges by working with property staff and clients, including developing alternative solutions.
• Incorporate current trends in event management and design into practices.
• Serve as the liaison between field sales personnel and customers throughout all event phases.
• Participate in customer site inspections and provide sales support as required.
• Collect and integrate feedback from property departments to improve the Event Planner experience.

Customer Service Excellence

• Deliver outstanding customer service throughout the event lifecycle, promoting similar standards among team members.
• Empower employees to provide exemplary customer service, setting a strong example in guest relations.
• Communicate event details clearly and regularly to both customers and operational teams.
• Maintain visible presence and engagement with customers during the event process, including post-event follow-ups.
• Address and resolve guest complaints and problems promptly using judgment and expertise.
• Continuously improve service protocols by acting on feedback and personal evaluations.
• Promote guest satisfaction actively in departmental meetings with a focus on ongoing improvements.
• Gather guest feedback on service and product quality to inform enhancements.
• Ensure hourly staff understand event expectations and operational boundaries.

Leadership and Coordination

• Lead formal pre-event and post-event meetings for medium to large groups to discuss needs and feedback.
• Facilitate essential meetings such as Banquet Event Order reviews and room block assessments.

Sales and Marketing Collaboration

• Support sales efforts by assisting in revenue forecasting for customer groups.
• Upsell additional products and services throughout the event process.
• Forecast group room bookings and event-related revenue, including catering and audiovisual services.

Human Resources Responsibilities

• Review guest satisfaction data and comment cards with team members.
• Observe employee service behaviors and provide constructive feedback.
• Assist with developing and implementing corrective action plans when necessary.
• Utilize experience to enhance service standards and address issues effectively.
• Collaborate with property staff and clients to overcome operational challenges.

Additional Information

Job Number: 26114349
Job Location: 21 Ocean Way, Singapore
Schedule: Full Time
Position Type: Management

W Hotels is committed to equal employment opportunity, embracing diversity and fostering an inclusive work environment. We do not discriminate based on disability, veteran status, or any other legally protected categories.

W Hotels’ mission focuses on igniting curiosity and expanding horizons, with a culture that encourages originality and ongoing innovation.