Convention Services Manager

Job Description

Job Description

The Convention Services Manager (CSM) is the primary liaison between the hotel and its group clients after a contract has been signed. The CSM is responsible for planning and executing all aspects of a group's event, from initial planning phase to post-event billing, ensuring a seamless and successful experience that exceeds client expectations. This role requires exceptional organizational, communication, and problem-solving skills, serving as a vital point of contact for clients and a central hub for all internal hotel departments.

Duties:

• Serve as the main point of contact for Conventions, Conferences, Tradeshows, Meetings, and other groups after a sales contract has been executed.

• Additionally, serve as the main contact for Peppermill staff regarding all matters of the group

• Conduct and manage all client communication, including pre-planning meetings, conference calls, and site inspections.

• Create and manage all Banquet Event Orders (BEOs) and event resumes, ensuring accuracy and clear communication of all client requirements to relevant hotel departments.

• Identify upselling opportunities to maximize revenue potential.

• Work with clients to finalize all event details, including meeting room setups, audiovisual needs, transportation needs, amenities and special requests.

• Manage room blocks, rooming lists, and work with hotel reservations and front desk departments to ensure flawless execution of every aspect of the group’s stay.

• Obtain signed BEOs and work with accounting department to ensure prepayment from clients is collected by their specified due dates.

Event Execution & On-Site Management

• Act as the on-site point of contact for clients as well as the Peppermill during their event, addressing any last-minute needs or changes.

• Lead pre-convention meetings with all hotel departments (Banquet, Catering, Front Desk, Housekeeping, Security etc.) to review event details and ensure a smooth execution.

• Ensure all event setups, AV, services, and amenities are delivered as specified in the BEOs.

• Proactively solve any issues that arise during the event to ensure client satisfaction.

Post-Event & Administrative

• Work with accounting in a timely manner on the final bill ensuring all charges are accurate before it is sent to the client.

• Conduct post-event debrief meetings with the client to gather feedback and solicit future business.

• Maintain detailed records of client communication, event history, and feedback for future reference.

• Work with the sales team to transition satisfied clients into repeat customers and long-term partners.

Additional Duties:

• Perform other tasks as assigned by the Director of Convention Services.

• Attend all meetings and trainings with hotel staff as deemed necessary

• Stay informed on industry trends, market conditions, and competitor activity, with an emphasis on technical and meeting advancements.

• Maintain thorough knowledge of hotel policies, safety regulations, and industry compliance standards (e.g., fire codes for exhibits/trade shows).

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (or equivalent work experience).

• [2+] years of experience in hotel event management, convention services, event planning or coordination, or a related field.

• Must be flexible in work schedule and ability to work any hours or days of the week as they are needed when groups are in house.

• CMP certification highly desirable.

• Proven ability to manage multiple complex events simultaneously.

• Exceptional organizational skills with a strong attention to detail.

• Excellent verbal and written communication skills, with the ability to build rapport with diverse clients.

• Strong problem-solving skills and the ability to remain calm and professional under pressure.

• Proficient in Microsoft Word and Excel; familiarity with Delphi, Amadeus or FDC Catering/Sales system preferred