Conference Services Manager

Overview

The Conference Services Manager at Terranea Resort is responsible for the management of all aspects of Conference Planning in accordance with Hotel standards. Coordinates details and menus for clients' functions and maintains budgeted revenues through solicitation of business while controlling expenditures.

Responsibilities

• Ability to input and access information in the property managementSystems.
• Previous guest relations training.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Meet daily with staff to review status of business, schedules, priority assignments, bookings and all information pertinent to the department operation.
• Check with your Coordinator throughout the day to ensure that all clerical work is processed on a timely basis.
• Direct and monitor the performance of staff, ensuring that all procedures are followed. Correct any deficiencies with respective personnel.
• Organize and delegate traces for follow-up; be familiar with status of each.
• Review the Captain's reports/log book for previous day functions; follow up any problems noted and file.
• Review Banquet sales for the previous day; resolve discrepancies with Accounting. Track revenue against budget.
• Review Banquet checks for the previous's day functions; ensure accuracy of charges and presence of guest signature. Resolve discrepancies.
• Help to maintain the departmental manual identifying all policies relevant to booking functions with respective charges. Ensure that coordinators are knowledgeable of:
  • function room capacities and various set ups.
  • blocking space (definite/tentative).
  • use of all forms.
  • menus and pricing.
  • guarantee policy.
  • cancellation policy.
  • payment policy.
  • room rental charges.
  • corkage fees.
  • food handling policy.
  • service charges.
  • coat room policy.
  • miscellaneous pricing (floral, entertainment, etc.).
  • shipping/receiving policies.
  • lost and found policy.
• Ensure that staff are familiar with Banquet service standards to better sell the facilities.
• Review staff's request to block space to ensure that appropriate space is blocked to accommodate the group's requirements and to maximize labor costs.
• Ensure client files are kept organized and current with all required information.
• Monitor and handle client calls with responses on a timely basis.
• Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.
• Monitor response time to emails, ensuring that all messages are returned within 24 hours at a minimum.
• Meet with clients to work out the details of their functions. Escort clients through the property and highlight features of facility as well as available services.
• Suggestively sell menus which meet the client's needs and maximize revenues.
• Where appropriate, entertain clients in the hotel outlets. Make reservations at non-peak times in order to allow the outlet to provide the best service.
• Adhere to all Accounting policies regarding payment.
• Meet with the Executive Chef to plan special requests for clients and special event menus. Arrange introductions between the client and Chef.
• Where appropriate, coordinate arrangements for a Chef's table.
• Ensure that all definite functions are detailed accurately on Banquet Event Orders, signed by clients and distributed to designated departments on a timely basis. Resolve any discrepancies with respective staff.
• Review estimated guarantees and ensure that firm guarantees are obtained within 3 business days prior to scheduled function. Ensure that the overset figure complies with established standards.
• Monitor changes to Banquet Event Orders; ensure that accurate information is communicated to respective departments on a timely basis in order to best service the client. Resolve discrepancies.
• Ensure that group events are properly posted in Four Winds system.
• Prepare and distribute amenity request forms for specified clients. Obtain designated approvals and follow up on delivery.
• Check function room set ups prior to guest arrival, ensuring all details are in agreement with client's requirements and hotel standards. Ensure deficiencies are corrected by respective personnel.
• Meet with the Chef prior to function time to verify arrangements and to observe the quality of the food presentation. Assist in plate up of meals as requested. Ensure that standards are met.
• Welcome group contact upon arrival at function and ensure guest satisfaction.
• Check that functions are properly staffed to provide the required standard of service.
• Ensure that staff are well groomed; resolve any deficiencies with the Banquet Manager and/or Supervisor on duty.
• Assist in supervising the service of functions, ensuring guest satisfaction.
• Monitor, handle and process all billing/payment procedures according to Accounting standards.
• Monitor guest reactions and confer with service staff to ensure guest satisfaction.
• Contact clients after scheduled functions to ensure guest satisfaction and to solicit re-bookings.
• Conduct or attend daily B.E.O. review meetings; resolve any discrepancies.
• Attend designated hotel meetings, menu and wine tastings.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Keep abreast of current market trends and research competitors.

Additional Duties & Responsibilities:

• Perform all duties in a safe manner, observing all safety procedures and report all accidents and injuries in a timely manner.
• Be responsible for the cleanliness of the immediate work area as well as the general property.
• Be attentive to any objects, conditions, or actions that may risk accidents and/or injuries to a guest or fellow employee. Report all unsafe conditions.
• Must subscribe to proper grooming, dress, and uniform standards as set forth by Company policy.
• Be courteous to all guests and fellow associates.
• Communicate effectively with peers, management, line and front of the house employees.
• Practice effective listening.
• Performs related duties as required
• Maintain the company image and vision statement.
• Provide an exceptional guest experience.
• Make optimal use of financial resources.
• Participate in ongoing training and encourage the personal development of all associates.

Qualifications

• Previous experience as a Conference/Convention Services Manager or Event Planning Manager, preferably with a 4-5 Diamond/Star Hotel.
• Knowledge of menu development.
• Fluency in English both, verbal and non-verbal.
• Provide legible communication.
• Familiarity with food and beverage cost controls.
• Familiarity with Sales and Marketing tools.
• Salesforce/Delphi experience preferred.
• Ability to:
  • perform job functions with attention to detail, speed and accuracy.
  • ability to prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgement.
  • follow directions thoroughly.
  • understand guest's service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.
  • direct performance of staff and follow up with corrections when needed.

Experience, Education, & Licensure:

• 3-5 years experience as a Conference/Convention Services Manager or Event Planning Manager, preferably with a 4-5 Diamond/Star Hotel.
• CMP preferred, but not required.
• College degree preferred, or equivalent experience.

Compensation

Base Pay Start Rate: $70,304 - $75,000/Yr. + incentives

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!