Job Summary

The Meeting and Events Manager guides the work and strategic goals of meeting and events staff at Host-affiliated locations. The individual in this role manages several teams to ensure high-quality work by building strong event programming that aligns with the goals of clients and other stakeholders.

In addition to making recommendations on budgets and cost reduction, 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 (e.g. recruitment of talent, performance management, etc.); makes recommendations on budgets and cost reductions.

· Troubleshoots and resolves complex client inquires and complaints that are escalated. Follows up with clients 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. 

· Develops and tracks SLA's, KPIs, and benchmarks; report out on a recurring basis.

· Serves as primary contact with client for meeting & events forecasts and strategies.

· Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer satisfaction. 

· Reviews staff workload and makes proactive decisions to meet the department business demands 

· Reviews reports and implements procedures to improve employee efficiency and ensure smooth operations. 

· Monitors the performance, training, and development of staff. Conducts performance evaluations and counseling. Responsible for recruiting and hiring new employees within the Call Center environment. In charge of hiring personnel (DJs, caterers, waiters, etc.) 

· Performs other duties as assigned.

Supervisory Responsibilities 

Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values. 

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience

HS Diploma or GED required. Prior event coordination, customer service or other hospitality experience preferred. Minimum of 6 years of meeting and event planning required. BS/BA degree and experience in corporate or conference center management preferred .

Certificates and/or Licenses

None 

Communication Skills 

· Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.

· Comfortable meeting and engaging with new people. 

· Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help. 

Financial Knowledge 

Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.

Reasoning Ability

 Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company. 

Other Skills and/or Abilities

· Intermediate skills 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. 

· Good organizational skills. Must work well under pressure with multiple deadlines, and demonstrate a proactive approach to routine and non-routine occurrences. 

· Ability to work flexible work schedules based on business need. 

· May need to be physically able to lift and move 30-40 boxes and operate a two-wheel dolly. Physical ability to assist with document services operations. Able to lift 50 lbs. 

· Ability to lead and motivate others and to perform associated paperwork. 

· Strong problem-solving skills. Highly adaptable and flexible. 

· Ability to work independently with little supervision.