The Event Operations Manager is responsible for all operational requirements of the Event Operations department, including client liaison, food and beverage service, associate engagement, safety and hygiene compliance, and commercial performance. They will manage and lead the department on a day-to-day basis, ensuring high levels of guest and associate satisfaction while driving commercial outcomes. They will also assist in managing other operational areas of the hotel as directed by the Director of Operations.

Responsibilities

Oversee the management and leadership of the Event Operations Department on a day to day basis to achieve high levels of guest and associate satisfaction, whilst driving commercial outcomes in line with key performance indicators and ensuring quality including compliance and safety is maximized
Ensure associate engagement plan is in place and is actioned. Include associates in the continuous development of this, to ensure relevance and maximum results
Lead all Event Operations associates to achieve maximum productivity and client satisfaction
To co-ordinate effective associate briefings to ensure correct information is being passed to associates and to set standards are maintained
Ensure all associates consistently meet the standards relative to grooming and appearance
Work with Culinary leaders to establish effective relationship between front and back of house teams
Liaise with other department heads regarding general operations, associate engagement, client relations, promotions and special requirements
Develop department training manuals including onboarding, skills and knowledge training and other, to develop associates for competence and continual improvement in role
Maintain system of regular associate training
Ensure new and existing staff are trained to the desired skill levels for their positions
Develop talent pipeline in consultation with Director of Operations to ensure associate development and career progression is a focus
Conduct performance appraisals frequently and with development and departmental improvement in mind
Provide associate counselling, support and guidance as required and in consultation with Human Resources
Lead the recruitment needs of the department from request through to onboarding and in consultation with Human Resources
Take ownership of all associate grievances, in consultation with Human Resources if required.\
Liaise closely with the Event Planning and Sales teams to ensure client satisfaction and event success is achieved
Liaise directly with the event clients, when they are on site, to meet their pre-determined/planned (via Event Orders) and additional requirements
In cooperation with the Event Planning and Sales team, take ownership of client complaints and resolve in a professional manner.
Implement corrective measures where there is unsatisfactory guest comments and work practices
Seek customer feedback to turn around the customer’s experience and implement improvements for future clients.
To conduct regular Event Operation Meetings with direct reports to ensure strategies are being delivered to improve client and associate satisfaction and commercial outcomes
Represent the department at relevant meetings within and outside the resort
Ensure operating equipment, and Food & Beverage stocks are maintained and controlled in line with PAR levels
Ensure all internal administrative requirements are fulfilled (e.g. time sheets, cashiering, requisitions, rosters)
Ensure occupational health and safety requirements are observed, maintained, and enforced
Conduct OH&S and hygiene audits to proactively manage hazards and risks
Conduct quality (fixtures and fittings) and brand audits to ensure department look and feel is aligned to the brand and luxury standards (including back of house areas)
Ensure department is safe and clean in line with company and local government standards
Undertake relevant administration duties associated with repairs and maintenance. Ensure regular maintenance schedules are implemented and adhered to properly maintain all equipment and furnishings.
Update standards and procedure manuals (including SOP’s)
Continually provide feedback relating to the department to the Director of Operations for discussion and improvement
Forecast revenues in consultation with the Event Planning and Sales team
Manage costs including labour and operation expenditure in line with budgeted requirements
Complete rosters in line with EBA, business demand and adhering to budgeted goals
Attend Labour Management meeting weekly
Attend Profit and Loss meetings monthly
Ensure Balanced Scorecard key performance indicators are focused on and delivered in line with goals set

Requirements

Relevant experience in the same or similar role, ideally within a 5 star hotel and or restaurant environment.
Available to work a variety of shifts including weekends, evenings and public holidays.

Nice to have

Relevant qualification in Hospitality is beneficial.

Benefits

Unlimited strategic development and career opportunities
Generous accommodation and food and beverage discounts including all properties within the Marriott International group
Recognition programs to keep you motivated
The best hotel training opportunities provided
Wellbeing and mindfulness programs to ensure you stay healthy