Job Description

Why Work at Hotel Mockingbird?

At Hotel Mockingbird, we blend timeless character with a fresh, spirited take on hospitality in Dallas’ Park Cities neighborhood. With thoughtfully layered design, a vibrant social energy, and dynamic dining and bar experiences, Hotel Mockingbird is a place where stories unfold and connections take flight. From chef-driven menus to lively, inviting bar spaces, our food and beverage offerings are as memorable as our guest experiences. Our Curators thrive in an engaging, people-first environment, creating personalized moments and unforgettable stays every day.

DEPARTMENT: Sales

REPORTS TO: Director of Sales & Marketing

STATUS: Exempt

JOB SUMMARY

Responsible for preparing all event documentation and coordinates with Sales, property departments and customers to ensure consistent, high-level service throughout pre-event, event and post-event phases of property events. This position primarily handles events of average complexity. Ensures their property events have a seamless turnover from sales to service back to sales. Recognizes opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding events.

PRIMARY JOB DUTIES:

• Ensures that events progress seamlessly by following established procedures, collaborating with other curators, and ensuring accuracy.
• Greet customers during the event phase and hands-off to the Event Operations team for the execution of details.
• Adheres to all standards, policies, and procedures.
• Ensures billing accuracy and conducts bill reviews with the clients prior to processing the final bill.
• Manages group room blocks and meeting space for average to large-sized assigned groups.
• Identifies operational challenges associated with his/her group and determines how to best work with the property staff and customers to solve these challenges and/or develop alternative solutions.
• Use judgment to integrate current trends in event management and event design.
• Acts as a liaison between field salesperson and customer throughout the event process (pre-event, event, post-event).
• Participates in customer site inspections and assists with the sales process as necessary.
• Performs other duties as assigned to meet business needs.
• Solicits feedback from the property departments to identify areas for improvement to enhance the Event Planner’s experience.
• Delivers excellent customer service through customer experience and encourages the same from other employees.
• Empowers employees to provide excellent customer service.
• Sets a positive example for guest relations.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Makes presence known to customers at all times during this process.
• Follow up with customer post-event.
• Responds to and handles guest problems and complaints.
• Use personal judgment and expertise to enhance customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Interact with guests to obtain feedback on product quality and service levels.
• Ensures hourly employees understand expectations and parameters for event activities.
• Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
• Leads formal pre-event and post-event meetings for average to large-sized assigned groups.
• Facilitates various meetings as he/she perceives necessary (Banquet Event Order meeting, block review, etc.).
• Assists in the sales process and revenue forecasting for customer groups.
• Up-sells products and services throughout the event process.
• Forecasts group sleeping rooms and event revenue (catering and audio visual) for his/her groups.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Assists in the development and implementation of corrective action plans.
• Take initiative to use their experience to improve service performance according to his/her evaluation of the issue and resolution.

Additional tasks and responsibilities may be assigned at the discretion of the manager. Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time.

KNOWLEDGE, SKILL AND ABILITIES:

• Previous leadership or management experience preferred.
• Strong organizational, communication, and problem-solving skills.
• Experience coordinating large-scale events, conferences, and social gatherings
• High school diploma or GED; experienced (1 – 2 years of experience) in the event management or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 1 year experience in event management or related professional area required.