Workplace Experience & Events Manager

The Workplace Experience &Events Manager oversees employees and daily operation ensuring high-quality customer service by building strong event programming that aligns with the goals of clients and other stakeholders.
In the role you would lead a team of Hosts who serve as meeting and event specialists ensuring planning, space preparation, service delivery and post-event wrap-up activities are delivered with care and quality. In addition to making recommendations on budgets and cost management, this individual also coordinates with clients to resolve complex issues and provide a consistently positive experience through regular engagement and improvement of event processes.
Workplace experience & Events Manager also works with the teams to track benchmarks and ensure superior performance from the entire meeting and events staff.
EssentialDutiesandResponsibilities
Manages a team in one or more offices. Provides direction on employee management (eg recruitment of talent, performance management, employee engagement, employee development, etc.)
Make recommendations on budgets and cost reductions. Establishes work schedules, assigns tasks, cross-trains staff, evaluates performance, and develops team's skills
Troubleshoots and resolves complex client inquires and complaints that are escalated
Follows up with clients timely to ensure satisfaction
Ensures consistency in support provided by the team through continuous review and improvement of existing processes
Interprets and communicates goals and direction with management
Sets achievable goals that are linked to the objectives of the organization
Accountable for SLA's, KPIs, and benchmarks; reports out on a recurring basis
Supports Experience Services team to ensure event operations are compliant with safety and facility/property requirements
Ensures smooth event operations; troubleshoot as needed
Serves as primary contact with client for meeting and events forecasts and strategies
Motivates and coaches staff towards attaining performance goals, maintaining high productivity, and improving customer satisfaction
Reviews staff workload and makes proactive decisions to meet the department business demands
Ensures smooth operations by implementing procedures to drive employee efficiency; tracks related performance data and solutions for identified gaps
Monitors the performance, training, and development of staff
Conducts performance evaluations and counseling
Responsible for recruiting and hiring new employees and/or vendors
Performs other duties as assigned.
EducationandExperience
Bachelor's degree (BA/BS) in a related field of work or equivalent work experience and a minimum of four+ years working in the meetings industry in areas such as a planner, travel manager, hotel sales or similar preferred; or equivalent combination of education and experience (equivalent work experience = two years experience for every year of higher level education)
Has at least four+ years of formal supervisory experience
Experience working in or with a multi unit environment eg hotel, retail, food, etc. across multi-stakeholder, matrixed environments on a global scale to achieve objectives preferred
Understands the sales process, meeting dynamics, support services, vendors, and industry at large.
CommunicationSkills
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding
Ability to write routine reports and correspondence
Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor
Ability to effectively present information to an internal department and/or large groups of employees
Comfortable meeting and engaging with new people
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help
Utilize a high level of attention to detail as well as strong interpersonal skills
Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.
OtherSkillsand/orAbilities
Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc.
Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications
Ability to work in multiple software platforms and learn and retain technical software applications quickly
Good organizational skills
Must work well under pressure with multiple deadlines, and demonstrate a proactive approach to routine and non- routine occurrences
Strong problem-solving skills
Highly adaptable and flexible
Ability to work flexible work schedules based on business need
Ability to lead and motivate others and to perform associated paperwork
Ability to work requiring significant walking or through other means of mobility
Ability to work in a standing position for long periods of time
Ability to reach, bend, stoop, push and/or pull and frequently lift up to 35 lbs. and occasionally lift/move up to 50 lbs.
Application Process:
Your application will be reviewed by our Talent Resourcing Team, and you will be contacted if you have been successful in being short listed for the role.
Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role.
No agencies please.
Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.