The Event and Operations Manager is entrusted with the task of overseeing daily operations and special events and managing a dedicated team of employees. The ideal candidate will blend operational efficiency and hospitality background with creative leadership to elevate the museum's impact on the community. Responsible for preparing all event documentation and coordinating with customers to ensure consistent, high-level service throughout property events' pre-event, event, and post-event phases. This position primarily handles events of average complexity. Ensures property events have seamless execution. 

Managing Event Logistics and Operations

• Ensures that events progress seamlessly by following established procedures, collaborating with other employees, and ensuring accuracy.
• Greets customers during the event phase and hands off to the Events team to execute details.
• Adheres to all standards, policies, and procedures.
• Ensures billing accuracy and conducts bill reviews with the clients before processing the final bill.
• Manages group room blocks and meeting space for average to large-sized assigned groups.
• Identifies operational challenges associated with the group and determines how to best work with the property staff and customer to solve these challenges\ and develop alternative solutions.
• Uses his/her judgment to integrate current trends in event management and event design.
• Acts as liaison with the customer throughout the event process (pre-event, event, post-event).
• Participates in customer site inspections and assists with the sales process as necessary.
• Performs other duties as assigned to meet business needs.
• Solicits feedback from the property departments to identify areas for improvement to enhance the Event experience.

Ensuring and Providing Exceptional Customer Service

• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Empower employees to provide excellent customer service.
• Sets a positive example for guest relations.
• Coordinates and communicates event details verbally and in writing to the customer and operations.
• Makes presence known to customers at all times during this process.
• Follows up with customer post-event.
• Responds to and handle problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and suggest alternatives to previous arrangements.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Interacts with guests to obtain feedback on product quality and service levels.
• Ensures hourly employees understand expectations and parameters for event activities.

Leading Teams

• Lead and manage a team of employees, including curatorial, event, and events staff.
• Conducted performance reviews, provided mentorship, and ensured team professional development opportunities.
• Plan staffing schedules to ensure museum activities, events, and exhibitions coverage.
• Conducts formal pre- and post-event meetings as required to review/communicate group needs and feedback.
• Facilitates various meetings as necessary (Event Order meeting, block review, etc.).
• Supporting and Coordinating with Marketing Functions
• Observe service behaviors of employees and provide feedback to individuals and managers.
• Assists in the development and implementation of corrective action plans.
• Take initiative to improve service performance according to his/her evaluation of the issue and resolution.
• Works with the property staff and customers to address operational challenges associated with the group.

• Required background in hospitality – Operations, Hotel Management or Banquet Management.
• Ability to represent the site with high integrity and professionalism and support county and administrative decisions in a positive, professional manner.
• 5+ years of experience managing a team, including performance management, scheduling, and mentorship.
• Ability to work independently, manage group dynamics, and exercise good judgment in situations requiring immediate responses.
• Excellent communication and interpersonal skills.
• Strong organizational and project management abilities.

Preferred Qualifications

• Bachelor’s degree in business administration or management. 
• Bilingual – Spanish speaking.
• Must have experience in event planning and execution, including weddings and corporate events. 

Working Conditions

• Must work evenings, weekends, and holidays as needed.
• Full-time on-site at all times – this is NOT a hybrid role.  
• Physical demands, including the ability to handle and move heavy objects.