Conference Service Manager

Position Summary :

Primary responsibility is to provide clients, guests and / or event planners a smooth transition between sales and events once the contracted piece of business is received, Responsible for leading the planning, organization, and creatively bring together customer visions and budgets with property resources to exceed customer expectations and meet / exceed property goals.

Acts as central contact for assigned group business.

Duties & Responsibilities

Primary Responsibilities / Essential Functions :

Act as liaison between client and hotel operations in clearly and accurately disseminating information to ensure operational excellence.

Executes against the details within written sales agreements for varied events including full-service meetings, conventions and social and corporate events.

Ensure a high probability of client rebooking for future events.

Meets with customers to understand needs, offer suggestions, and determine all set-up needs, audio visual equipment and menu items.

Anticipates all needs to provide a flawless execution of the event. Identifies opportunities to cross-sell and up-sell services to optimize total revenue potential and guest experience.

• Hosts or participates in site inspections, pre-conference meetings and client presentations to ensure property's offerings are showcased.
• Serve as a team lead and bring leadership and operational guidance to team members across all Departments.
• Creates and maintains each event's banquet event orders (BEO) and detailed resumes outlining all event details, including instructions for the event, setup, menu and wine choices, billing, reservation method, arrival and departure information, VIPs, billing instructions and any additional details.

Maintains appropriate contact with customer contact to ensure accuracy and finalize all event details.

• Communicate all information to appropriate operational departments to ensure customer needs are being met during weekly BEO Meeting and Resume Review during Leadership Meeting and address all staff questions.
• Attends and oversees execution of events to ensure client satisfaction. Works closely with banquet and culinary departments on operational logistics and event execution to quickly evaluate alternatives and decide on a plan of action as needed.
• Provide detailed cost estimates to clients and timeline of payments / deposits due dates ensuring timely payment for all events.

Ensure that client meets and exceeds contracted food and beverage revenue minimums.

• Coordinate with Group Rooms Coordinator to ensure that reservations and rooming lists are facilitated on a timely basis ensuring that blocks are filled maximizing revenue potential per the contract.
• Conduct Menu Tastings for qualified events and partner with clients to provide guidance in meal selections according to their vision and preferences.
• Manage relationship and act as hotel liaison with DMCs and outside vendors, including Audio Visual, Production, Floral, Entertainment, Security, Tent / Equipment Rental and Transportation ensuring client needs are met and hotel standards and policies are maintained.
• Lead client and internal meetings including pre-con and post-con meetings when appropriate.
• Develop relationships with clients and provide exceptional service to secure future repeat business. Ensure that Unifocus Pre / Post Event Survey scores remain in the 90+ percentile.
• Promptly follow up with customer inquiries and needs.
• Inspect event facilities to ensure that they conform to customer set-up requirements and report any repair / maintenance issues promptly.
• Resolves guest complaints within scope of authority, otherwise refers the matter to upper management. Notifies supervisor and / or Security of all unusual events or circumstances.
• Review event bills for accuracy prior to sending to client for payment.
• Facilitate revisions to resumes, BEO, turnover checklists, etc., via Delphi Help Desk.
• Assist with annual review of catering menus.

Other Responsibilities / Supportive Functions :

Maintains well-documented, accurate, organized and up to date file management system to serve client and maintain records of sales efforts and activities.

Ensure that P Drive folders for all group files are maintained and accurate.

• Completes all required training as scheduled.
• Must wear closed toe and heel shoes. Slip-resistant shoes recommended and may be required. Follows all safety policies and procedures.

Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations.

OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.

Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE.

Team members have responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager.

Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.

Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Note : This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization.

Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications (relevant experience, education and training) :

• High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s degree in hospitality management or business management desired.
• Two to four years of experience in event management with a proven and successful track record in similar setting. Hospitality experience preferred.

Ability to assist in preparing creative menu offerings from banquet menus and guidance with culinary team. Experience with food and wine pairing desired.

Organization of event activities to ensure compliance with applicable regulations and laws, satisfaction of participants and resolution of any problems that arise.

Knowledge of TABC regulations and current TABC servers certification.

• Ability to understand and participate in the monthly forecasting and annual budget process. Make recommendations for CAPEX items.
• Strong knowledge of sales techniques with strong skills and ability to upsell services. Excellent creative skills to provide innovative set-ups, menus, and functions for groups.

Ability to generate creative and innovative menus while working closely with culinary / food & beverage leadership on pricing specialty menus.

Requires ability to determine needs of customers and persuasively present options through email, verbal face-to-face and telephone interactions.

Must be able to create and effectively provide options to potential customers. Contacts sometimes contain confidential / sensitive information so requires the ability to use discretion.

Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.

• Actively participate in industry related organizations (NACE, MPI), community / civic activities to maintain awareness within community and to create booking opportunities.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guests, during busy activity periods or in an emergency.

Requires working knowledge of MS Office applications, Delphi, Sertifi, Diagraming software and ability to learn and use telephone and computer systems used at the hotel.

Knowledge and experience with current Audio / Visual technology and equipment required to understand customer needs and present optimal solutions.

Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Ability to read, analyze, interpret, and respond to general business reports and correspondence. Ability to effectively present information and respond to questions from customers, vendors, and staff.

Must be able to speak, read, write and understand English to communicate with management, customers, team members and guests.

Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.

Work schedules will include working on holidays, weekends, and alternate shifts.

Must maintain a clean appearance and professional demeanor.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and / or abilities required.

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