Events Meeting Manager

POSITION PURPOSE : The Executive Meetings Manager is responsible for effectively establishing and managing client relationships and accounts for small group bookings (20 rooms or less on peak night) in all market segments.

The Executive Meetings Manager will also be responsible for convention service-related items for the contracts he or she executes and may be asked to handle convention services for contracts executed by other sales managers.

The Executive Meetings Manager is responsible for achieving both team and individual revenue goals through managing existing client relations, solicitation of new accounts, and consistent networking efforts.

This person must create an exceptional climate of professional and personable service that ensures the long term engagement of employees, guests, and owners.

ESSENTIAL FUNCTIONS : (include the following. Other duties may be assigned.)

Solicit new and existing accounts to meet / exceed revenue goals through telephone prospecting, sales calls, site inspections, and written communication.

Coordinate and participate in blitzes, expositions, fairs, familiarization trips, site inspections, and other relevant activities.

Work with client to select menus, room set-ups and agendas.

Work with in-house audio / visual provider to ensure all group technical needs are met.

Ensure BEO’s and Group Resumes are completed and distributed to all of the necessary departments 14 days in advance of group arrival.

Complete all pertinent correspondence with outside vendors to finalize programs.

Meet and greet in-house guests upon arrival, review the course of events and introduce other staff members (banquet manager, captain, etc.)

Remain on-site throughout event(s) to respond to any client requests and ensure smooth execution.

Coordinate ongoing research of the industry to detect market trends and related information for development of new sales and marketing strategies.

Make recommendations to improve potential from various markets.

Review and develop guest history records to enhance personalized service for repeat guests.

Ensure proper communication between sales and operations departments to satisfy any special group needs.

Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.

Monitor competitive set activities and adjust execution as needed.

Ensure an extraordinary experience and create loyalty to the property and brand by exceeding expectations through exceptional service and product quality.

Resolve guest and client complaints and implement changes to prevent future issues.

Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.

Maintain effective relationships with clients.

Promote the organization in and out of industry and at relevant trade associations.

Present a professional image to employees, guests, clients, owners, and investors.

Generate incremental revenue and brand awareness through the creation and implementation of brand relevant local events and promotions.

Operate ethically to protect the brand. Ensure brand and business initiatives are implemented.

Maintain confidentiality of guest, employee, and company information.

Action Plans

Executive Meetings Manager develops action plans on a quarterly basis to ensure there is a well thought out strategy to achieve their individual goals.

5-7 manageable activities)

Action plans need to include the following :

Description of action / project

Name of individual assigned to

Measurable goal

Deadline of completion

Executive Meetings Manager provides action plans to their Director for approval at least two weeks prior to the end of each quarter for the following quarter.

Status updates of action plans are to be provided on a bi-weekly basis.

Booking Process

Receipt of all RFPs and electronic leads should be acknowledged the day they are received.

A complete proposal must be sent to the client within 24 48 hours maximum, unless the client has specified otherwise. (However, please keep in mind the earlier the better.)

All proposals and contracts must include a personal cover letter.

A proposal and contract must be utilized for each group, unless the client requests a contract only.

All contracts must be approved by the Director of Sales before presentation to the client.

Executive Meetings Manager must follow up with the client within 24 hours to confirm receipt of contract and clarify any questions.

All proposals and contracts follow the standard form, unless previously approved by the Director of Sales.

Client entertainment

Whenever possible clients are entertained on property.

Whenever possible entertainment is during off-peak hours and dates to allow for optimal service levels.

All departments are notified in advance of any on-site entertainment using the site visit form.

Executive Meetings Manager will not order alcohol unless the client orders alcohol first, or specifically requests.

Executive Meetings Manager does not smoke during visits.

A hand written note of thanks is sent to the client within 24 hours of the entertainment.

Competitive Set Reports

The Sales Team shall develop a comprehensive knowledge and understanding of the Hotels Competitive Set and other main competitors in specific markets (Group, Business Travel, Leisure Travel, and Lower / Upper Tiers).

A file will be maintained on each of these competitors to include a current sales kit, pertinent information and an overview of the hotel facilities and services.

Site inspections of competitive hotels shall be conducted twice yearly.

Delphi Training

All sales team members are required to complete the New Employee Computer Based Training and pass the certification exam by achieving a score of 90% or greater.

All Catering and Convention Services team members are required to complete the Banquet Event Order CBT and achieve a 90% score or greater.

Goal Setting

The sum of individual goals must be equal to or exceed budget.

All goals require approval of General Manager and Director of Sales.

Directors will review goals with account managers to ensure understanding of the rationale / methodology applied.

Goals are signed and dated by account manager and direct report to verify receipt.

Copies of the signed goals are distributed to the account manager, direct report, and Director of Human Resources at a minimum.

Managing Team Revenue Goals

Director of Sales will conduct bi-weekly, one-on-one meetings with Executive Meetings Manager to review performance, activities, and action plans.

Director of Sales will review the following each week

Backlog report for MTD

Booking status report for previous week

Extended sales team productivity reports

Groups Rooms Control

Director of Sales will review the STAR report each month, and share results with team.

Managing Inquiries

All incoming sales calls are to be answered by a member of the sales department during business hours (No voicemails).

Inquiry calls need to be forwarded to a manager capable of checking availability and quoting rates. If the market manager is not available, another manager in the department should qualify the call and forward all of the details to the appropriate manager for follow through with next steps.

Meetings

The Catering Sales team will conduct BEO meetings three times per week (Monday, Wednesday, and Friday) to review any outstanding items from completed events and the upcoming three days of BEOs, and notes will be distributed to the BEO distribution list.

The following departments are to be represented at the meeting :

Banquets

Culinary

Stewarding

Catering Sales Manager / Conference Services Manager

Others as required

The Director of Sales will conduct one-on-one meetings with the following positions on a weekly basis to review performance, activities and action plans.

Sales Manager

Catering Sales Manager

Executive Meetings Manager

Director of Revenue Management

On Site Care

Executive Meetings Manager, Director of Sales and General Manager to visit client daily.

Executive Meetings Manager remains on-site throughout client event(s) to respond to any client requests and ensure smooth execution.

Handwritten welcome note should be sent to all meeting planners accompanied by an amenity.

Post-convention meeting should be scheduled prior to the client’s departure, depending on the needs of the planner.

Handwritten thank you note to be sent to planner following the completion of the event.

Request planner to complete the meeting planner survey in an effort to receive valuable feedback.

Pre-Conference Meetings

Pre-conference meetings are scheduled a minimum of 24 hours prior to the arrival of guests.

The Executive Meetings Manager sets the appointment in Delphi and Outlook.

The EMM invites all departments that participate in servicing the group.

All representatives bring a copy of the group resume at a minimum, and any additional documents related to their areas (e.

g. BEOs, Rooming Lists, etc.)

Place cards are set in the meeting room to identify client and property representatives.

All attendees are standing with the client enters the room.

Meetings follow the standard agenda based on the services the property will provide to the client.

All attendees, except those representing banquets / catering, and audio / visual may be excused following the resume review.

Reporting and Documentation of Sales Activities

14 day group function report, and up to date group resumes are provided to operations team every Monday before noon, covering the next fourteen days of business.

Executive Meetings Manager enters all activity in Delphi, with a complete description of each activity.

All accounts include a current trace detailing the next step(s) with each contact.

Managers print out activity reports on a weekly basis and turn them in to their direct reports by 5 : 00 PM every Friday, or the last day prior to being out of the office.

Sales Presentations

Executive Meetings Manager confirms presentation appointment 48 hours prior, and obtains an updated list of anticipated attendees.

Executive Meetings Manager confirms that all materials, presentations, and technology are staged and functioning properly 24 hour prior to presentation.

Hard copies of all materials are prepared as insurance against any technology failures.

Executive Meetings Manager will arrive at least 20 minutes prior to scheduled presentation time to set up and ensure all technology is functioning.

All presentations follow the standard agenda, unless previously approved by Director of Sales.

A hand written note of thanks is sent to each participant within 24 hours of the presentation.

Site Inspections

Clients receive a hand written invitation from the Catering Sales Manager

Executive Meetings Manager will make the reservations and ensure the appropriate approval process and VIP measures are taken.

All departments are notified in advance of any site visit using the email site notification form

Executive Meetings Manager will walk the entire site inspection route, starting at the hotel entrance, between one and two hours before client arrival.

All materials and gifts are assembled and ready ninety minutes before client arrival.

Clients are met in the hotel lobby on arrival, and walked out at the conclusion of the site visit.

General Manager and / or executive committee member meet and greet all group site visit clients during their stay.

A hand written note of thanks is sent to the client within 24 hours of the site visit.

Tradeshows

Trade Shows participation coordinated with Director of Sales

The General Manager and Director of Sales must approve all tradeshow participation.

A pre-show mailer, approved by the Director of Sales, is sent to show attendees at least fifteen days in advance of the tradeshow.

All tradeshow materials are shipped to arrive at least two days in advance of the tradeshow.

All appointments and sales calls are entered in Delphi.

Executive Meetings Manager attends all official functions sponsored by the show organization.

The booth is covered at all times.

Follow-up correspondence is sent to clients within 48 hours of the trade show activity.

A tradeshow recap is submitted to the Director of Sales, with the expense report, within one week of return.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES :

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

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

High energy with effective and influential people skills. Positive attitude and the desire to motivate others.

Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.

Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.

Strong communication and listening skills and excellent speaking, reading, and writing ability.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.

Ability to perform complex quantitative calculations or reasoning.

Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.

Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre / SYNXIS, Delphi, SUN, etc.).

Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.

PHYSICAL DEMANDS :

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

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

While performing the duties of the job, the associate frequently is required to talk or hear.

The associate frequently is required to stand, walk and use hands. The associate is occasionally required to sit and reach with hands and arms.

The employee must lift and / or move up to 20 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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

The noise level in the work environment is usually moderate.

QUALIFICATION STANDARDS :

Education and / or Experience

Four year college or university program certificate; or equivalent combination of education and experience.

Experience :

Two to four years related experience and / or training.

ADDITIONAL REQUIREMENTS :

Deep understanding of lifestyle hotels and premium dining products and services.

Self-starter with an entrepreneurial spirit and strong organizational skills

Ability to work evenings, weekends, and holidays, as needed.