Convention Services Manager

Job Description

Job Description

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 up-selling 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 Westmont 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 known to customer at all times 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

Leadership

Managing Work Execution

Generating Talent

Organizational Learner

KNOWLEDGE, SKILLS & ABILITIES

Experience

Skills and Knowledge