Client Services Manager

Job Description

Reports To: Director of Sales

General Purpose: The Client Services Manager coordinates overall client communication and planning management for all events in the hotel’s event spaces, both contracted and internal. In this administrative focused role, the Client Services Manager works closely with the Sales team to manage details of group stays for seamless guest experience. The person in this role guides clients in planning all aspects of their events by working closely with the Event & Culinary Teams to coordinate and facilitate successful guest experiences and profitability.

Specific Responsibilities:

This role focuses on the planning, detailing, and client-facing components of the hotel operation.

Event Detailing & Planning

• Ownership of all event detailing and planning including daily client correspondence, site visits and menu tastings.

• Work directly with clients to plan all details of their event, including but not limited to: menus, set-ups and floorplans, AV needs, timelines, etc.

• Creates innovative set-ups, menus, and functions for groups.

• Ensures successful events, exceeding client needs and company profitability guidelines.

• Plans all 21c/in-house events and assists in off-site promotional events as needed.

• Overall Knowledge of product/services

• Answers questions from clients confidently

• Upsell items and services that we offer and are able to execute successfully

• Generates creative and innovative menus while working closely with our Culinary Team

• Coordinates with Sales Team & Culinary Team to ensure profitable bookings.

• Manages event space and logistics to maximize utilization, revenue and operational efficiency in coordination with Sales Team.

• Assists Sales Team with incoming client inquiries and develop relationships with new clients, including:

• menu selection

• audio visual needs

• event space set up

• logistics and timelines

• food & beverage minimums

• special requests

• Develops strong communication with Event & Culinary Teams.

• Develops a preferred vendors list and maintains vendor relationships.

Coordination of Group Bookings & In House Groups

• Create, maintain and manage guest room blocks and rooming lists, including group booking links in coordination with Sales Managers.
• Owns Booking Deposits process including but not limited to: creating Posting Master Accounts, managing deposit schedules, sending out weekly deposit reports and charging deposits.
• Coordinate billing details and updates with clients, Sales Team and Finance.
• Review final posting master after group/event actualizes prior to charging and sending to client.
• Works with Front Desk Team to coordinate Amenities for guests and groups by ensuring Amenities are entered into system correctly. Oversee delivery of amenities in coordination with Front Desk and F&B teams.

Administrative

• Maintain & Update Delphi regarding events, menus, etc.
• Maintain & Update Amenities in Opera/Alice
• Enter actuals and pick-up in Delphi.
• Create, maintain & update Resumes & BEOs for all groups and events. Share with hotel teams prior to weekly meetings, and re-distribute immediately upon updates.
• Lead weekly BEO meetings; Actively participate in weekly Resume meeting
• Follows accounting processes in regard to revenue reporting, ensures all events are reported and accounted for correctly
• Review Daily Revenue Report for accuracy of covers, revenue and categorization
• Other duties as assigned by your supervisor or manager.

Communication

• Maintains a good working relationship with guests, groups, as well as leaders and teammates from other departments.
• Demonstrates clear, concise written and verbal communication skills with team.
• Adheres to deadlines for both clients and internal departments.
• Maintains lines of communication between Events, Culinary & Front Desk Teams.
• Expert & Cheerleader for all things 21c. Can easily talk with guests about hotel, restaurant, museum and events.

Qualifications:
Qualifications

• Requires advanced knowledge of Event Planning. May require considerable working knowledge of other major areas in the hotel and the skill to integrate and communicate that information.
• Competent with Windows-based computers, Microsoft Office, and familiar with industry standard software (Delphi and Opera) a plus.
• Ability to effectively communicate with guests in a friendly and positive manner, in order to meet client needs and resolve concerns.
• Manages time well, prioritizing tasks and able to manage several tasks simultaneously.
• Familiarity with hotel operations, services, and facilities.
• Demonstrates enthusiasm for all things 21c
• Must pass a background check

Education/Formal Training:

• Four-year college degree preferred

Experience:

• At least two years working in Event Planning, ideally in a hotel environment. ****

Additional Information

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: