The posting
Senior Convention Services Manager
Overview: The Senior Conference Services Manager will facilitate all aspects of the conference/event including, but not limited to, banquet functions and meeting room arrangements with the meeting planner/client. The manager will serve as the liaison between the meeting planner/client and the Hotel, ensuring that all information has been communicated correctly. As a Senior, the Convention Services Manager should have:
Expertise in time management. Expertise in front-facing customer service skills, such as patience and professionalism. Strong food and beverage knowledge as it relates to large scale events. Expertise in guiding customers with event setups and diagrams of all event types. Strong knowledge and experience with events containing large, outsourced exhibits, drayage, and production companies.
Responsibilities:
Negotiate with customers through the use of creative and attractive menu presentations and event proposals to achieve both maximum revenue/profit potential and fulfillment of contractual responsibilities. Obtain all event-related information (to include, but not limited to meeting specifications, audio visual, rooming list, food and beverage requirements, forecasting food and beverage revenue at least 60 days in advance of program arrival). Drive function space optimization/maximization, to ensure best utilization of space for guest experience and financial performance of hotel. Produce and distribute accurate and clear group resumes, banquet event orders and diagrams etc. to all operating departments in a timely manner. Initiate/follow up on billing procedures, ensuring deposits and/or credit applications are received within acceptable time frames.
Adhere to the Catering and Conference Services Department’s standard operating procedures. Help establish and maintain the hotel’s marketplace position at the city’s most elite venue within social and corporate communities. Follow the specific standard operation procedures for all staff in order to promptly and thoroughly handle all steps in the event planning process adhering to the standards of hotel protocol. Ensure all site inspections and client visits to the hotel are successful by planning carefully and communicating accurate details in advance to all departments. Proactively achieve consistently high Medallia scores through establishing a good rapport with the client, preparation work having been done accurately and being visible during the conference to ensure the client’s expectations have been met. Generate high revenue yielding business for all contracted rooms, function space, and catered events. Conduct pre-convention and post-convention meetings with customers and pertinent departments to confirm all relevant details are communicated. Communicate with banquet managers for all related banquet functions and communicate client requests to relevant departments. Ensure banquet event orders are accurate and provide all relevant information to departments concerned 15 days prior to event start time. During convention, will ensure the meeting arrangements are to the meeting planner’s specifications. Ensures all on-site changes are managed efficiently. Available to meeting planner during convention through phone, email, and in person in order to trouble shoot any questions that arise. Establish and maintain rapport with customers, prior to, during and post-convention, exceeding their expectations and encouraging repeat business. Yield positive results in Group Medallia scores. Attend all necessary meetings within hotel that affect/are affected by the Catering and Convention Services Department. (Daily standup, Hotel standup, BEO, Resume Review as needed, Guest Room Pickup, etc) Find solutions to the inevitable challenges that arise while the convention or event is on property and represents the hotel in a professional manner. Mentor and develop administrative staff and management staff for future growth as assigned. Responsible for accurately forecasting all food and beverage events, on a monthly and yearly basis. Assist in forecasting guestroom revenue along with the Group Housing Coordinator. Assist Catering & Convention Services leaders with oversight, training, and development of the Event Concierge and Administrative Assistant roles. Act as a liaison between groups and Hotel. Utilize hotel staff through the issuance of Banquet Event Orders and Resume to ensure the group’s successful stay.
Qualifications:
Flexible work hours include weekends and holidays in order to meet the demands of a 24 hour operation Must have a minimum of 5+ years’ experience in conference services, preferably as manager at a large convention hotel Appropriate, professional appearance and presentation Strong computer knowledge, with technical ability and/or aptitude to fully use Microsoft Word, Salesforce FDC/Delphi, Excel, Outlook, and other management systems Experience in citywide conferences required Luxury or upper-upscale experience preferred Exceptional attention to detail and ability to handle very large, complex, multifaceted conventions Excellent written and verbal communication abilities CMP or similar industry designation preferred
