What are the responsibilities and job description for the Manager - Customer Engagement position at The Venetian Resort Las Vegas?
Position Overview
The primary responsibility of the Manager – Customer Engagement is to plan and coordinate memorable experiences for all Hotel Sales and Catering Sites, Preplanning Events, and On-Site Customer Events.
All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.
Essential Duties & Responsibilities
Company Standards of Conduct
All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.
Minimum Qualifications
Must be able to
The primary responsibility of the Manager – Customer Engagement is to plan and coordinate memorable experiences for all Hotel Sales and Catering Sites, Preplanning Events, and On-Site Customer Events.
All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.
Essential Duties & Responsibilities
- Collaborate and support the Sales team in all aspects of site visits, including planning of site, managing budget, organization, coordination of site/event, etc.
- Coordinate necessary arrangements, site inspections, agendas and all planning and execution related to site/event.
- Communicate client trip arrangements and itineraries to the customer and appropriate department managers in a professional and timely manner.
- Facilitate and update the site visit and pre-planning itineraries.
- Communicate all client arrivals, site visit summaries to the appropriate management.
- Collaborate with Marketing and other internal or external partners to create an innovative, customized sites/customer experience.
- Research event trends, trending gifting items and unique experiences.
- Ensure that the requested function and guest rooms are appropriately reserved, and billing set up correctly for all attendees of the site/event.
- Inspect each reserved function and guest room prior to site inspections and resolve any issues.
- Assist with event planning as needed.
- Track all expenses related to site inspections visits.
- Collaborate with Sellers on personalized amenities for customers.
- Responsible for securing and distributing tickets for applicable entertainment, both on site and off property within the partner entertainment venues
- Focus on creativity, communication, organization, and deadlines.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned.
Company Standards of Conduct
All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.
Minimum Qualifications
- 21 years of age.
- Proof of authorization/eligibility to work in the United States.
- Bachelor’s degree.
- Must be able to obtain and maintain any certification or license, as required by law or policy.
- 3 years of experience in events management in the hospitality, sales, travel, or tourism industry.
- 3 years of experience in hotel sales, event management or operations.
- 2 years of experience using CRM – Delphi, MS Dynamics, and MS Office products.
- Working knowledge of Delphi, Microsoft Office, CRM, Excel, and Access.
- Must possess exceptional multi-tasking capabilities and demonstrated unparalleled customer service orientation.
- Proven ability to plan, execute, administrate, and manage minutiae of event coordination, including budget and post-event reporting.
- Ability to coordinate multiple internal clients effectively and collaborate with internal Marketing and other partners.
- Ability to communicate clearly and effectively in English, both in spoken and written form.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Must be able to work varied shifts, including nights, weekends, and holidays.
Must be able to
- Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
- Physically access all areas of the property and drive areas with or without a reasonable accommodation.
- Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
- Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
- Work in a fast-paced and busy environment.
- Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.