Job Description

Love creating unforgettable experiences? So do we.

We’re looking for a passionate and detail-driven Events Operations Manager to join our team at The Whitby Hotel. In this exciting role, you’ll be the go-to person for bringing events to life, from elegant private dinners to dazzling corporate celebrations.

You’ll work closely with our Head of Events Sales, Food & Beverage, and kitchen teams to make sure every detail is flawlessly executed and every guest feels like a VIP. With your leadership, events won’t just meet expectations, they’ll exceed them. Along the way, you’ll help us maintain Firmdale Hotels’ high standards for service and style while also keeping an eye on the numbers.

If you're a hands-on leader who thrives in a fast-paced, creative environment, come join us and help shape the magic behind the scenes.

Essential Functions

The primary duties include the following essential functions:

• Attend weekly BEO meetings to review all scheduled events and ensure understanding of all set up, break down, and food and beverage items contracted by the client.
• Ensure accuracy of any documentation and communication to create a successful meeting that meets and exceeds client expectations for service, food & beverage, audio visual, security, and rental needs.
• Run a daily operations meeting and monthly meetings with the events department to ensure consistent communication for each event.
• Communicate necessary function details with all relevant hotel departments.
• Work very closely with the Head of Events Sales and their team on all event details and participate in walkthroughs whenever possible, particularly for large-scale events
• Supervision of Events Captains and Servers:
• Responsible for scheduling per existing SOPs, tracking attendance records and payroll.
• Managing performance, including periodic reviews and annual appraisals.
• Make decisions and take appropriate action regarding problems or conflicts between team members.
• Identify training needs; ensure implementation of effective training activities.
• Check room set up and cleanliness to Firmdale standards.
• Meet and greet clients and establish strong relationships to identify ongoing needs.
• Consistently deliver and maintain exceptional levels of service.
• Deliver inspirational show rounds to showcase the space to potential clients.

· Manage event account paperwork to ensure payments are correct and received in a timely manner.

• Have an excellent command of the department budget.

· Meet monthly, quarterly, and annual budgets.

· Attend P&L meetings and comment/ analyse on events revenues and costs

· Internal Meetings – weekly, monthly, and quarterly: attend, contribute,e and complete minutes as required.

• Actively participate in interdepartmental meetings when necessary for large-scale events such as press junkets.
• Managing any client complaints.
• Assist in and manage Food & Beverage operations, including the Restaurant and Room Service, whenever needed, requested, and time allows
• Fulfil responsibilities when assigned to shifts as Manager on Duty (MOD) and Fire Safety Director (FSD).

Required Education/Experience:

• Minimum two years’ experience as an events manager or banquet manager in a luxury hotel, restaurant, or catering company.
• A college degree, preferably in hospitality or business, or 4 years of relevant experience.
• Fire Safety Director (FSD) certification

Required Knowledge/Skills

· High level of competence in Microsoft Office and fully conversant in Microsoft Outlook, experience in Micros and Opera strongly preferred.

· Excellent attention to detail and ability to adapt to a constantly changing environment.

· Excellent communication skills.

· Dynamic and engaging personality

· Demonstrated leadership and motivational skills, capable of nurturing, developing, and inspiring staff.

· Superior organizational skills

• Complete understanding of event operations, including but not limited to: staffing levels and restrictions, equipment and furniture par levels, set-up restrictions, fire code, and interdepartmental impact of events.

Physical Requirements

• Ability to research, read, review, enter, and retrieve information from computer and hard copies,
• Prolonged standing, walking, and bending in addition to sitting in front of a computer,
• Regular communications in person, writing, and by telephone.
• Perform work and be present on the Hotel premises to ensure client satisfaction.
• Schedule flexibility due to changing nature and quantity of event bookings, and to assist with the needs of other Food & Beverage departments. 

Be inspired by Firmdale,  

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