Event Services Manager

Job Title Event Services Manager Department Operations Reports To Director of Event Services FLSA Status Exempt Summary The Event Services Manager (ESM) is the primary point‑of‑contact for a contracted event starting at 18 months out from the first contracted date through the final billing stages of the event. Its goal is to ensure the highest level of customer service while maximizing efficiencies to ensure the successful management of assigned events within two convention center facilities. The ESM provides on‑site follow‑up and oversees execution of facility services and event logistics for each assigned event. Responsibilities include tactical and strategic planning, gathering event information from the client and client contractors prior to, during and following an event; and communicating this information to the proper departments within the respective convention center as well as to the client contractors. Large‑scale and full‑building events are the primary events assigned to the ESM. The Director of Event Services may designate various department projects and additional responsibilities. ESSENTIAL DUTIES & RESPONSIBILITIES These duties are not exhaustive and are subject to change. Leadership Serve as a mentor and trainer to Event Services Coordinators and Interns. Customer Service Perform all duties in a professional, productive manner with the aim of providing the highest level of customer service. Serve as the primary point‑of‑contact and advocate for the client, client contractors, the MCCA and its internal departments—attaining mutually beneficial decisions through negotiation, education and communication. Consult with all levels of management on events and execute facility services on behalf of the client and client contractors, ensuring client needs are met and operational policies and procedures are followed. Be accessible 24/7 from 24 hours before the event until 24 hours after the event via e‑mail and/or telephone, addressing inquiries satisfactorily and in a timely manner. Also available for after‑hours activities including industry events and client entertaining. Execute all levels of events with a primary focus on large‑scale and full‑building events. Assist the Senior Event Services Manager in the execution of large‑scale, full‑building events. Pre‑Event Communicate with client to determine event requirements—starting 18 months out from first contracted date for long‑term clients and in a timely and efficient manner for short‑term clients as events are contracted and assigned. Partner with clients, client contractors, the MCCA and its internal departments on tactical and strategic planning efforts to produce a successful and cost‑effective event. Organize and direct pre‑convention meetings with the client’s and department representatives to introduce client to staff and departments involved to ensure client needs are met. Serve in a client advisory role offering recommendations based on experience. Work with and complement the short‑term and long‑term sales departments to ensure proper delivery of information, including building specifications. Promote additional services offered by the facility, including audio/visual, transportation, public safety, and digital media. Advocate value‑added services such as complimentary Wi‑Fi, complimentary water coolers, Conventions C.A.R.E., lunchtime trolley program, Guest Service Associates (GSAs), complimentary golf cart service and transportation agents. Maintain knowledge of contractual language as it pertains to each individual event. Negotiating skills are necessary for implementation of changes to executed client contracts. Work with the public safety department to ensure floor plans and special permits are received and reviewed in a timely and efficient manner. Review event specifications and confer with client and client contractors, coordinating necessary departments for consultation. Generate a comprehensive event workbook to communicate client needs internally, including event hours and locations, schedule of events, install and dismantle schedules, floor plans, building equipment and service requirements—all pertinent information necessary for all departments to execute service at the highest level of efficiency and customer service. Assist the Senior Event Services Manager in the execution of full‑building and high‑profile events. During Event Organize and lead pre‑convention meeting with event representatives to ensure the client’s needs are fulfilled during execution of their event, start to finish. Supervise facility services to ensure proper set‑up and timely execution of client specifications detailed in the published event workbook. Act as the primary liaison to client and client contractors to ensure efficient operation and client satisfaction; administer building rules and regulations to the mutual satisfaction of all parties. Communicate to and inform client of all pertinent facility and city‑wide activities that may or may not impact the event—offering solutions and updates as needed. Post‑Event Organize and conduct post‑event meetings as required. Review and complete final event settlement statement for invoicing, including building services and final attendance numbers, through fulfillment of the event checklist. Prepare post‑event report detailing successes and challenges as well as solutions to increase client satisfaction. Collaborate with the Director of Event Services and review success measures; evaluate event objectives and recommend areas of improvement. Administrative Support Develop after‑action tasks and maintain systems to measure client satisfaction at the close of each event—adjusting services accordingly. Complete projects assigned by the Director of Event Services. Create event workbook in Moments. Supervision Received Supervision is provided by the Director of Event Services and includes assignment of duties, inspection of work, training, coaching, and performance evaluations. Supervisory Responsibilities This job has no direct reports; however, the employee will act in a supervisory capacity during events to ensure the highest level of customer service. Education / Experience Bachelor’s degree from a four‑year college or university or four years of direct experience with the hospitality/convention meeting industry that includes experience coordinating small events and meetings. Negotiation and decision‑making skills, ability to multi‑task. Knowledge of two‑way radios and state‑of‑the‑art computer word processing and analytical tools such as Microsoft Office. A well‑organized individual who is a team player and can relate to people at all levels of an organization, possessing excellent communication skills, flexibility and is committed to the MCCA’s mission. Knowledge, Skills, and Abilities Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The listed requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands Frequent walking, climbing stairs, standing on cement floors; stooping, bending, crouching; long periods of sitting; exposure to adverse working conditions such as dust, grime, noise, fumes, wet floors, weather; use of two‑way handheld radios. Work Environment The noise level is usually moderate, but can be loud due to office machines, telephone activity, simultaneous conversation in the work area or on the show floor. May be exposure to fumes, mechanical hazards from equipment during the show to move in/out times, elevated workplace (stages and risers). Work Schedule The schedule typically fluctuates based on the needs of a particular event or project, requiring a flexible schedule including late nights, early mornings, long days, weekends and holidays. Travel to other MCCA facilities may be required. Dress Code Professional work attire is always expected of all employees for this position. #J-18808-Ljbffr