Position Overview

The Event Manager is responsible for preparing all event documentation and coordinating with Sales department, and Clients to ensure consistent, high level service throughout pre-event, event and post-event phases of venue events. Ensures their venue 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. This position reports to Area Director, Venue & Production Center.

Key Job Responsibilities

Managing Event Logistics and Operations

- Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.

- Greets Client during the event phase and hands-off to the Event Operations team for the execution of details.

- Adheres to all standards, policies, and procedures.

- Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.

- Manages group room blocks and meeting space for average to large-sized assigned groups.

- Identifies operational challenges associated with his/her group and determines how to best work with the venue staff and Client to solve these challenges and/or develop alternative solutions.

- Uses his/her judgment to integrate current trends in event management and event design.

- Acts as liaison between field salesperson and client throughout the event process (pre-event, event, post-event).

- Participates in client site inspections and assists with the sales process as necessary.

- Solicits feedback from the venue partners to identify areas for improvement to enhance the Event Planner’s experience.

Ensuring and Providing Exceptional Customer Service





- Delivers excellent customer service throughout the client experience and encourages the same from other employees.

- Empowers employees to provide excellent customer service.

- Sets a positive example for guest relations.

- Coordinates and communicates event details both verbally and in writing to the customer and property operations.

- Makes presence known to client at all times during this process.

- Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.

- Follows up with client post-event.

- Responds to and handles guest problems and complaints.

- Uses personal judgment and expertise to enhance the customer experience.

- Stays available to solve problems and/or suggest alternatives to previous arrangements.

- Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

- Interacts with guests to obtain feedback on product quality and service levels.

- Ensures hourly employees understand expectations and parameters for event activities.

Leading Event Management Teams

- Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.

- Leads formal pre-event and post-event meetings for average to large-sized assigned groups.





- Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc).

Supporting and Coordinating with the Sales and Marketing Function

- Assists in the sales process and revenue forecasting for customer groups.

- Up-sells products and services throughout the event process.

- Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.

Conducting Human Resources Activities

- Reviews comment cards and guest satisfaction results with employees.

- Observes service behaviors of employees and provides feedback to individuals and/or managers.

- Assists in the development and implementation of corrective action plans.

- Take initiative to use his/her experience to improve service performance according to his/her evaluation of the issue and resolution.

- Works with the venue staff and clients to address operational challenges associated with his/her group.

Job Qualifications

- Skilled attitude and behavior (teamwork, autonomy, dynamism, interpersonal skills, honesty, versatility, initiative and organization)

- Focused on customer service

- Good interpersonal skills

- Attention to detail and quality

- Judgment, negotiation and decision making skills

- Ethics and integrity

- Creativity and bringing new ideas to service delivery

- Minimum 3 years experience in a similar position in the hotel industry or related field

- Degree in hotel management (an asset)

- Excellent knowledge of the tourism industry, as well as the establishment's products and services

- Knowledge of job-related software (an asset): Word, Excel, Outlook, CI/TY, Social Table, PMS/Marsha

Competencies (by Core Values)

- Communication

- Concern for Quality

- Exceeds Customer Expectations

- Problem Solving

- Teamwork

📌 Event Manager- Winnipeg
🏢 Encore Global
📍 Winnipeg