Director of Event Operations

As a member of our hospitality team, the primary role of a Director of Event Operations is to lead and oversee all banquet event and event technology services and manage the Event Operation Team, which consists of Senior/Banquet Managers, Senior/Event Service Managers, and Event Technology and Operations Managers. This role ensures the highest level of guest satisfaction and service throughout the event phase, maximizes revenue opportunities through upselling, and effectively manages costs to maximize profit. A crucial part of this role is to work with the management team to develop and implement business plans and long-term strategies for hotel event operations, establish and monitor measurable goals, and stay updated on current trends in event management.

·         Collaborate with the management team to develop and implement the business plan and long-term strategies for event operations, ensuring alignment with organizational goals and objectives.

·         Establish measurable goals for the department and regularly monitor progress to ensure objectives are achieved, and implement adjustments as needed to drive success.

·         Serve as a champion for all standards, policies, and procedures within the Event Operations departments, ensuring strict adherence to guidelines like PPM, Core Deliverables, SOPs, LSOPs, etc., to consistently deliver exceptional service.

·         Assist in implementing and executing event-related corporate initiatives and promotions, effectively aligning them with the overall event strategy to maximize revenue and customer satisfaction.

·         Stay up to date with the latest trends in event management, constantly seeking opportunities to integrate innovative practices into operations, enhancing the guest experience, and staying ahead of the competition.

·         Oversee the flawless execution of event logistics, working closely with the team to ensure exceptional customer satisfaction, foster client loyalty, and generate positive referrals and repeat business.

·         Lead event management/operations meetings, including BEO, 10-day review, and daily/weekly coordination meetings, promoting effective communication, collaboration, and coordination among team members.

·         Oversee the administrative processes associated with the event phase of functions, ensuring smooth transitions between event phases, and maintaining accurate records to facilitate efficient service delivery.

·         Coordinate the Event Operations members of Event Delivery teams, fostering teamwork, and ensuring seamless collaboration and execution across all departments involved in event operations.

·         Ensure function spaces, back-of-the-house areas, furniture, and equipment are meticulously maintained, adhering to corporate guidelines and enhancing the overall ambiance and guest experience.

·         Collaborate with the culinary team and Human Resources to ensure compliance with food handling, sanitation standards, and local, state, and federal regulations, fostering a safe and hygienic environment for guests and associates.

·         Foster a culture of open and effective communication in all areas of event operations, facilitating timely information sharing, problem-solving, and coordination among team members and stakeholders.

·         Cultivate and maintain strong working relationships with guests/clients, vendors, and competitors, leveraging these connections to enhance business opportunities, gather market intelligence, and stay competitive.

·         Regularly review the effectiveness of event operations, analyzing performance metrics and feedback to identify areas for improvement and implementing proactive measures to enhance service quality and operational efficiency.

·         Review staffing levels to ensure optimal guest service and operational efficiency, conduct performance evaluations, provide ongoing training, and foster professional development to drive associate satisfaction and excellence.

·         Lead by example in providing exceptional customer service, actively engaging with guests to obtain feedback, promptly resolving issues, and ensuring personalized experiences that exceed expectations.

·         Empower associates to deliver outstanding customer service by establishing clear expectations, providing ongoing training and development opportunities, and recognizing and rewarding exceptional performance.

·         Set specific sales goals, develop strategies to maximize revenue opportunities during the event phase, collaborate with the sales team during customer site inspections, and contribute to the overall sales strategy to drive business growth.

·         Stay informed about market trends and industry developments by actively participating in regional/local catering/event management councils, reading industry publications, and gathering competitive intelligence to identify opportunities and maintain a competitive edge.

·         Develop and manage the Event Operations budget, closely monitor expenses, oversee labor scheduling to optimize productivity, and effectively manage projects involving capital resources to achieve financial targets and drive profitability