Events Operations Manager

**Job Number** 23020551

**Job Category** Event Management

**Location** JW Marriott Gold Coast Resort & Spa, 158 Ferny Avenue, Surfers Paradise, QUEENSLAND, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**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 sa