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 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 customer experiences from file turnover through the post-event phase until turnover back to sales. Proactively identifies operational challenges associated with groups and works with 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 customers 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. 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. Building Relationships …eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives. Treats people fairly, with dignity and respect. Works to meet goals in a manner that does not disadvantage other employees or groups. Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual. Listens and responds to others. Is interested in other’s views even if they counter own views. Managing Work Execution …proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results. Allocates time and resources effectively when faced with competing demands. Overcomes obstacles to accomplish challenging objectives. Follows through on inquiries, requests, and complaints. 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. Qualifications KNOWLEDGE, SKILLS & ABILITIES Experience 2 or more years of hotel 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 Strong verbal and written English communication skills Knowledge of the Hotel, Westmont and brand policies and procedures Knowledge of the catering, food & beverage with banquet knowledge 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 or other system used in hotel Strong communication skills (verbal, listening, writing) Strong problem-solving skills Strong customer and associate relations skills Strong presentation and platform skills Strong organizational skills Strong “closing skills” Strong ‘persuasion” skills Ability to use standard software applications and hotel system Effective decision-making skills Effective influence skills PHYSICAL DEMANDS Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing and pulling of objects weighing up to ten (10) pounds. Benefits 401(k) Disability insurance Employee assistance program Health insurance Life insurance Paid time off Room Discounts Employee Food and Beverage Discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. Source: Driftwood Hospitality #J-18808-Ljbffr Crowne Plaza Springfield - Convention CTR