Convention Services Manager

JOB SUMMARY

Prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customer to ensure consistent, high-level service throughout pre-event, event, and post event phases of hotel events. Ensures all hotel events have a seamless turnover from sales to service back to sales.  Establishes opportunities to maximize revenue opportunities by upselling and offering enhancements to create outstanding events.   Plan, organize, and manage the in-house details for all group and convention bookings (i.e., guest rooms, menus, set-up, etc.)  Participate in negotiating meetings/functions, rooms, rates, and all related requirements.  Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Report and critique all activities to the Director of Convention Services or Director of Sales. Enliven the Brand Standards within the Department and the hotel.  Support all Corporate and hotel initiatives as needed.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

BUSINESS RESULTS

•            Plan, upsell and detail the program with the client including verification and modification of space requirements, times, equipment, menus, themes/decorations, etc.  Prepare the appropriate resumes and paperwork to ensure quality service.

•            Monitor Convention Groups Room Requirements to ensure all convention attendees receive commitments made in the hotels’ agreements.

•            Manage function details and related activities to ensure that program requirements are satisfied.  Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business.

•            Improve hotel convention services' products through; (a) the development of new sales tools, menus, themes, and decorations, (b) the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs.

•            Monitor and control individual event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.

•            Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details.  Follows up with customer post-event.

•            Acts as liaison between hotel and customer throughout the event process (pre-event, event, post-event).  Makes presence always known to customer during this process.  Is available to solve problems and/or suggest alternatives to previous arrangements.

•            Oversees his/her customer experiences from file turnover through the post event phase until turnover back to sales.

•            Proactively identifies operational challenges associated with his/her group and works with the hotel staff and customer to solve these challenges and/or develop alternative solutions. 

•            Leads pre-event and post-event meetings for assigned groups.

•            Facilitates various meetings as necessary (Banquet Event Order meeting, block review, etc.).

•            Manages group room blocks and meeting space for assigned groups.

•            Greets customer during the event phase and hands-off to the operations team for the execution of details.

•            Adheres to all standards, policies, and procedures.

•            Integrates current trends in the meetings & special events industry. 

•            Performs other duties as assigned to meet business needs.

•            Perform special projects and other responsibilities as assigned.

•            Participate in task force for Hilton as required.

•            Communicate function requirements to appropriate areas in the hotel, resolve issues or problems to ensure quality product delivery and customer satisfaction.

•            Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor.

GUEST SATISFACTION

•            Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.

•            Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.

•            Makes presence always known to customer during this process, regardless of which hotel they sit at.  Greets customer during the event phase and hands-off to the Convention Services department for the execution of details. Is available to solve problems and/or suggest alternatives to previous arrangements.

•            Displays leadership in guest hospitality and ensures consistent, high-level service throughout all phases of hotel events.  Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty, and leads to increased market share.

•            Sets a positive example for guest relations.

•            Interacts with guests to obtain feedback on product quality and service levels.  Effectively responds to and handles guest problems and complaints.

•            Reviews Guest Service Results with leaders.  Participates in the development and implementation of corrective action plans.

•            Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

•            Utilizes Delphi or other hotel system to capture and manage customer information daily.

LEADERSHIP

Applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

•            Demonstrates commitment to the brand’s operating principles and philosophies.

•            Holds self and others accountable for achieving results.

•            Addresses conflict in a timely manner.

•            Contributes to team results.

•            Deals with change effectively.

•            Makes decisions, including employees/team and commits to a course of action with available information.

MANAGING WORK EXECUTION

Proactively ensures that others have the accountability, authority, and resources necessary to both manage work execution and drive for results.

•            Approaches work with a sense of urgency and purpose.

•            Allocates time and resources effectively when faced with competing demands.

•            Overcomes obstacles to accomplish challenging objectives.

•            Follows through on inquiries, requests, and complaints.

GENERATING TALENT

Proactively identifies and develops talent within the organization.

•            Analyzes candidate’s job-related themes, skills, and competencies to ensure each placement decision maximizes team dynamics and talent utilization.

•            Discusses problems immediately with others before they are forgotten or get out of control.

•            Actively pursues self-development.

•            Explains own rationale and thought processes to help employees improve their skills.

ORGANIZATIONAL LEARNER

Actively pursues learning and self-development to enhance personal, professional, and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area.

•            Acts independently to improve and increase skills and knowledge.

•            Demonstrates an awareness of personal strengths and areas for professional improvement.

•            Shares learning, innovations, and best practices with others.

•            Is willing to learn from others.

•            Performs all technical/procedural requirements of the job.

KNOWLEDGE, SKILLS & ABILITIES

Experience 

•            2 or more years of catering and rooms experience in the hospitality industry

•            Proven track record of a consistent ability to provide quality service

•            Previous leadership experience preferred

Skills and Knowledge

•            Excellent verbal and written English communication skills

•            Knowledge of the Hotel brand’s policies and procedures

•            Knowledge of the convention/catering, food & beverage, and hospitality professions

•            Skills needed to manage the people and variables encountered in the development and implementation of major functions

•            Computer literate in MS Word, Excel, and PowerPoint

•            Computer literate with Delphi preferred

PHYSICAL DEMANDS

Frequent walking, standing, sitting, hearing, talking, smiling.  Lifting, pushing, and pulling of objects weighing up to ten (10) pounds.