Event Operation Agent Temporary Seasonal

5 mesi fa

Roma, Italia HR Hotels Rome A tempo pieno

5 stars Hotel in center of Rome is looking for a Event Operations Agent Temporary Seasonal.

The Event operations Agent is responsible for preparing all event documentation and coordinates with Sales, property departments and customer to ensure consistent, high level service throughout pre-event, event and post-event phases of property events assigned to him/her. Ensures their property events have a seamless turnover from sales to service until billing. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events, prior approval of senior leaders.

**CANDIDATE PROFILE**

Education and Experience
- High school diploma or GED; experienced (6 months of experience) in the event management or related professional area.

OR
- Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in the event management or related professional area required.
- Fluent English and Italian (verbal and written) is essential
- Computer Skills - Opera S&C Knowledge

**CORE WORK ACTIVITIES**

**Managing Event Logistics and Operations**
- Ensures that assigned events progress seamlessly by following established procedures and standard, collaborating with other employees, and ensuring accuracy.
- Greets customer of assigned group/event during the event phase and follows through the execution of details.
- Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
- Manages assigned group room blocks and meeting space (from the signed contract onward)
- Identifies operational challenges associated with his/her group and determines how to best work with the property staff and customer to solve these challenges\ and/or develop alternative solutions, with the supervision of his/her manager.
- Acts as liaison between field sales person and assigned customer throughout the event operations process (pre-event, event, post-event).
- Participates assigned customer operational site inspections and assists with the sales process as necessary.
- Performs other duties as assigned by his/her manager and senior leaders to meet business needs.
- Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.
- Collaborate with all the other depts. associates ensuring the indications provided within the BEO generated are clear and applied
- Conducts formal pre
- and post-event meetings as required to review/communicate group needs and feedback.
- Provide accurate and real time Data Entry to ensure leaders can correctly forecast
- Produce reports requested (daily, weekly, production, statistics, etc) by his/her manager and/or senior leaders
- Arrange Pre-Con Meeting for his/her assigned group/event
- Attend operations, banquet, pre/post events meetings, as necessary
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Follow company and department policies and procedures

**Ensuring and Providing Exceptional Customer Service**
- Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
- Coordinates and assigned Group/event details both verbally and in writing to the customer and property operations.
- Makes presence known to assigned customer at all times during this process.
- Oversees his/her assigned customer experiences from file turnover through the post event phase
- Follows up with assigned customer post-event.
- Responds to and handles assigned guest problems and complaints, with the support of his/her manager and/or senior leaders
- Uses personal judgment and expertise to enhance the customer experience. with prior approval of of his/her manager and/or senior leaders Stays available to solve problems and/or suggest alternatives to previous arrangements.
- Works to continually improve customer service by integrating obtained feedback into action plans designed with his/her manager and/or senior leaders
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Build Clients loyalty offering a dedicated service and enrollment in the SPG Pro program; ensure awarded points are timely credited
- Upload ESS contacts list every week, Address guests' service needs in a professional, positive, and timely manner.
- Thank guests with genuine appreciation and provide a fond farewell.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
- Ant

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