Conference Services Manager

Job Overview

Primary focus is on making and executing all aspects of corporate, SMERF, and wedding group room blocks / reservations and client event planning including meetings and events.

Event planning includes all aspects of business coordination from the signing of a group contract forward, for example, timelines, floorplans, billing requirements, catering - including menu and bar selections, all event details and meeting requirements including AV needs, VIP requirements, amenities, group resumes, rooming lists, registration cards, invoice processing, etc.

Approximately 50% of overall time commitments is devoted to group event planning and execution. Room block and reservation requirements constitute about 40% of time commitments.

Other key responsibilities include attending in house meetings including BEO and resume meetings to communicate client and event execution needs, and meeting and exceeding revenue goals by upgrading planning / coordinating components of group business in a profitable and win-win selling approach.

SMERF sales segmentation includes but is not limited to accounts in the following categories : sports, military, education, religious, entertainment, fraternal, nonprofit, and social events / engagements.

Responsibilities

Event Management :

Coordination of all designated corporate, SMERF, and wedding group business as developed by the two group sales managers.

Contact and appropriately follow-up on all signed / contracted business within 3 working days. Determination and coordination of all event planning needs.

Responsible for the management and planning of meetings / events and related activities. Organize, up-sell and detail the program with the client including verification and modification of space requirements, audio-visual, times, equipment, menus, themes / decorations, etc.

Prepare the appropriate resumes, BEO’s, and paperwork to ensure quality service.

• 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.
• Monitor and control individual client event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product and finalize and resolve invoices for client billing.
• Attends Banquet Event Oder (BEO) and staff (resume) meetings and perform as a team leader for all hotel department staff participating in the event delivery process.

Attend and lead preconference meetings. Coordinate the pre-con between the client and hotel staff and review the details of the BEO with all parties.

• Responsible for effectively communicating with the various departments to ensure that the group rooms, meeting / events and related functions are executed to the clients "expectations plus one".
• Improve hotel convention services' products through; (a) participate in the development of new sales tools, menus, themes, and decorations, (b) participate in the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs.
• Work in liaison with the banquet and banquet kitchen departments to ensure timely deliverance and execution of the event.
• Account Service and Management : Maintains well-documented, accurate, organized and up-to-date file management in order to serve client and employer in the most expedient, organized and knowledgeable manner.
• Develops customer profiles and maintains as effective trace system including trace dates and references, in order to best meet client needs, resulting in superior account service and increased revenues.

Reservations :

• Regularly assist in making VIP reservations and adjusting details for such reservations for group room blocks, including rooming lists, billing details, special requests, etc.
• Liaison with clients and various departments to communicate reservation details and assure best client experience possible on all stays for group VIP’s group room reservations;

to include front desk and valet, accounting, food and beverage, and housekeeping.

Overall :

• Promptly (the same day or by 10am the next business day) follows-up on all customers’ needs and inquires in an efficient and expedient manner.
• Business retention : Is responsible for rebooking groups through building strong, professional customer relationships and providing consistent outstanding customer service.
• Develops strong customer relationships through appropriate client communication and the use of professional, courteous and ethical interpersonal interaction.
• Time Management : Focuses on revenue-producing activity and maximizes selling time through retaining accounts / customers, maximizing account yield opportunities and sales effectiveness.
• Professionalism : Controls expenses on the property's behalf in order to minimize department and hotel costs. Maximizes return on all investments.

Represents themselves and the hotel with the highest level of integrity and professionalism, a service -focused approach and a caring, sincere attitude at all times.

Exhibits a positive and involved team attitude to all hotel departments and maintains open communications with all coworkers for the best overall performance of the hotel.

Display a neat, clean and business-like appearance at all times.

OTHER RESPONSIBILITIES

• Contributes to the hotel's overall sales effort during planning and strategy phases through research and knowledgeable input.
• Community / Trade Involvement : Actively participates in those community and trade organizations that most benefit the hotel's exposure to the community and the hotel's bottom line.
• Performs other duties as assigned or deemed necessary by leadership.
• The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shift other than those they prefer to normally work.

Qualifications

Education / Formal Training

More than two years of post high school education.

Experience

One to two full years of employment in a related position with this company or other organization(s).

Knowledge / Skills

• Requires a working knowledge of banquet / catering food and beverage services, policies or operations.
• Requires knowledge of computer equipment.
• Requires compiling facts and figures in accordance with established procedures.
• Supervisory skills needed.
• Communication skills required to provide information and associated services to hotel management and guests.
• Excellent hearing necessary for verbal interaction with guests and associates.
• Excellent vision necessary to view set-ups.
• Excellent speech communication skills required for verbal interaction with guests and associates.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting, pushing, pulling and carrying tables, chairs, boxes (50 lb. maximum) occasionally.
• Bending / kneeling required for taping down cords, skirting tables, picking up floor after function occasionally.
• Mobility - ability to service clients on a moment notice, variable distances.
• Continuous standing required for function observation, client site inspections (one hour minimum to four hours maximum).

Climbing stairs of approximately 55 steps 3-5% of 10 hours daily.

Environment

Inside 95% of 10 hour day. Outside 5% of 10 hour day. Temperatures - extreme summer heat of 95 degrees and above, and winter cold.

Posting Expires on 7 / 31 / 2024

Benefits

What’s in it for you?

Full-time Benefits : (30+ hours worked on average per / week) :

• Medical, Dental, Vision insurance (average 30 hour per week to qualify for benefits)
• Health savings and flexible spending accounts
• Basic life and AD&D insurance
• Short- & long-term disability
• Mental health resources including an Employer Assistance Program (EAP)
• Paid time off (PTO), sick pay, and holiday pay
• Eligible to participate in the company’s 401(k) program with employer matching
• Free Employee Meals (Wednesdays Sundays)
• Tuition Reimbursement
• Discount rates on Sage and Marriott hotels and Sage Restaurants
• Employee referral Bonus program ($500 for hourly roles and $1000 for salaried roles)
30+ days ago