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