Event Operations Manager

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 29 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

About the role

Responsible for all operational requirements of the Event Operations department, including but not limited to client liaison, requirements and requests, food and beverage service and quality, associate engagement, compliance of safety and hygiene and other quality measures and commercial performance including delivery of budgeted profitability.

The Event Operations Manager will be required to assist in the Management and Leadership of other Operational areas of the hotel when and if required and as directed by the Director of Operations.

Critical responsibilities:

ASSOCIATE RELATED

• 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.

GUEST /CLIENT RELATED

• 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.

QUALITY RELATED

• 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

COMMERCIAL RELATED

• 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

Successful Candidates will have:

• Relevant experience in the same or similar role, ideally within a 5 star hotel and or restaurant environment. 

• Relevant qualification in Hospitality is beneficial. 

• Available to work a variety of shifts including weekends, evenings and public holidays. 

The Benefits 

Enjoy the benefits of:

• 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