Senior Event Manager, Guest Experience
1 week ago
ROLE OVERVIEW:
Reporting to the regional Guest Experience Director, the Senior Manager Guest Experience provides leadership, coordination and guidance to a team of events staff delivering Guest Experience elements on designated events projects in the region.
The role is focused principally on the timely and effective execution of all Guest Experience deliverables to agreed standards and processes, alongside providing updates and reporting internally to the business and externally to the event client.
The desired candidate must demonstrate Senior Event Manager experience, with specialist expertise in elements of Guest Experience such as hospitality, F&B, fan experience, accommodation, transportation, VIP programs, guest management platforms and communications.
The candidate must be comfortable managing a variety of relationships and have the flexibility to travel internationally in the region. They must boast strong personal motivation and be comfortable working remotely and unsupervised, with the ability to manage multiple projects and tight deadlines. Excellent interpersonal and communication skills are essential, as are a positive and collaborative attitude.
KEY ROLES & RESPONSIBILITIES:
The Senior Manager, Guest Experience will be tasked with:
Strategy, Planning & Execution
- Lead the delivery of Guest Experience elements of events, grouped under three responsibility areas (as below), to a high standard of execution, on time and within budget
- Oversee and ensure project progress and milestone completion using designated project management tools
- Ensure adherence to contractually or otherwise required processes
- Review supplier briefs, contracts, scopes of service and price negotiation
- Management of Guest Experience budgets
- Facilitate compliance with insurance, legal and health & safety obligations
- Lead on post-event evaluation and client reports to inform future events.
Client & Partner Relationship Management
- Interface with partners, agencies and suppliers as required to facilitate delivery
- Provide client with event status updates or reports via email, tracker tools, meetings or presentations
- Adhere to an agreed framework of communication to ensure efficiency in communication between 54 and clients/ stakeholders.
Specifically, the Guest Experience remit includes:
Hospitality, F&B and Experiential:
- Optimisation of design and delivery of hospitality spaces and services
- Procurement of catering suppliers and F&B concessions
- Conceptualisation, formatting and delivery of special events including welcome parties, gala dinners, panel discussions and prizegiving ceremonies
- Supporting F&B brand partner activation/ stock to help drive the event experience
- Collaboration with third party agencies on fan village elements.
Accommodation & Logistics:
- Procurement, contracting and management of hotel room blocks for various groups
- Scheduling and delivery of transportation services including flights, airport transfers, VIP courtesy cars and team buses
- Provision of front-of-house host/ hostess staff
- Procurement and provision of branded team clothing
- Accreditation
- Event schedules
- Printed items
Guest Management
- Guest Management platforms, invitations, registration & communications
- Guest journeys
- VIP guest programs and concierge services
- Gifting elements, prizes and trophies
- Customer service elements to support ticketing teams
- Pro-Am tournament special event guest list management
- Visa support.
WORKING HOURS & TRAVEL:
- Office working hours 09.00 to 17.30 weekdays with an hour for lunch. Longer working hours may be required during events
- Up to 16 weeks travel per year anticipated, covering some weekend working on events.
Negotiation
Budgets
Concierge Services
Disaster Response
VIP
Relationship Management
Procurement
Restaurant Management
Public Relations
Project Management
Transportation
disaster recovery strategies
Communication Skills
Resource Management
Crisis Communications
Customer Service
Strategy Planning
Scheduling
Catering
Hospitality
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