As an Event Management Associate in the Events Planning team, you will play a crucial role in planning meetings within the Client and Conference Centers and ensuring exceptional customer experience. Acting as the single point of contact during the planning process for clients, you will coordinate with event partners to ensure seamless event execution. The ideal candidate will excel in client interaction, problem-solving, and decision-making, while maintaining a high level of organization and composure under pressure.  

Job Responsibilities  

• Oversee meetings and events within the designated center, collaborating with internal partners in catering, audio-visual, and facilities to meet and exceed client expectations. Provide personalized, high-touch customer service by meeting and greeting each client daily 

• Handle day-to-day challenges presented by clients, driving towards effective solutions while maintaining a positive client experience 

• Maintain a professional, flexible, and "can-do" attitude, delivering exceptional service at all times 

• Participate in daily operations meetings and weekly reviews to stay ahead and informed on events you and the team are planning  

• Execute pre-conference calls/meetings and post-conference calls/meetings when applicable, ensuring all details are managed effectively 

• Manage space issues and escalate unresolved issues to the lead planner or manager as needed 

• Cover essential reception desk functions, including answering telephone calls and returning emails promptly and greeting/escorting clients to their meeting room  

• Master the usage of the EMS (Event Management System) to detail reservations, review incoming requests, and generate accurate reports 

• Serve as a strong communicator, managing correspondence between the planning team and reservation holders throughout the booking process, while providing an outstanding customer service experience 

• Prioritize new meeting room reservations from online booking tools, ensuring timely and accurate processing . Ensure customers are contacted in a timely manner, updated regarding the status of their requests and offering available options as needed  

• Deliver high-level service to event organizers, developing rapport with line of business (LOB) administrators and meeting contacts to understand and meet their business needs and expectations. 

Required qualifications, skills, and capabilities

• Bachelor degree required 

• 4+ years experience in the Hospitality Industry, 5-Star Hotels, Event Planning and Food & Beverage with high touch customer service, demonstrating a strong foundation in customer service and organizational skills 

• Excellent interpersonal and communication skills, with the ability to engage with clients and colleagues professionally and warmly 

• Ability to effectively manage guest experiences and expectations using a high level of tact and diplomacy 

• Highly organized, with the ability to multitask and prioritize tasks effectively 

• Working knowledge of audio-visual systems. Proficiency in Microsoft Office tools are essential, and knowledge of the EMS booking system 

• Flexibility to thrive in a fast-paced and diverse environment 

• Willingness to work flexible shifts to cover conference center hours and locations