Assistant Director of Event Operations
You represent Fairmont Century Plaza with enthusiasm and pride, providing exceptional service and attention for each guest you encounter. You are energetic and confident, and will encourage your teammates to achieve and be positive. You are entrusted with the responsibility of ensuring the best possible experience for your guests at all times, and to assist the Director of Event Operations in ensuring Events services exceed Accor and Fairmont Century Plaza standards. You are responsible for elevating guest experience and Heartist satisfaction. You also oversee the Events team and the daily floor operation as it relates to events. You must be flexible with the type of work needed to be done as well as hours worked including, but not limited to, mornings, nights, weekends and holidays. It is a position centered around guests’ needs.
What you will be doing:
- To develop and enhance Fairmont service standards through disciplined administration of departmental Standard Operating Procedures and excellent attention to detail
- To enhance the leadership skills of the event leadership team. This includes the development of decision-making skills, performance management techniques, function planning ability, process mapping and analysis, and sense of urgency and ownership.
- Ensure effective working relationships and clear communication are maintained with all Heartists and leaders in the Event Department
- Work closely with Catering and Conference Service team to execute on client needs, expectations, and timelines
- Attend regular meetings to discuss Banquet Event Orders and event forecasts
- Ensure all functions make a positive visual impact and unforgettable guest experience; including ambiance, décor and service delivery
- Focus on guest satisfaction scores (Voice of the Guest / Meeting Planner) in all duties and interactions
- Attend pre-conference meetings with clients to confirm all relevant details are communicated
- Assume responsibility for all banquet facilities, including cleanliness, repair and maintenance, reporting any deficiencies as required
- Oversees all Events staff including housepersons, bartenders, servers, and captains
- Works with Heartist schedules to optimize productivity and coverage: ensuring actual coverage meets guest service standards and business demand
- Manages labor in conjunction with Collective Bargaining Agreement guidelines, optimizing productivity and coverage
- Reviews all information pertinent to events, ensuring accuracy in form and execution
- Runs the floor and multiple events simultaneously