Complex Conference Services Manager

Complex Conference Services Manager Compensation: $70,000 – $75,000 per year, yearly. Location: Hilton Garden Inn Waikiki Beach, 2330 Kuhio Ave., Honolulu, HI 96815. Overview The Complex Conference Services Manager is responsible for servicing and supervising assigned group business after it is booked by the sales department, and through completion of the event or function, while maintaining profitable operations and high quality products and service levels. He/she is expected to market ideas to promote business. The Complex Conference Services Manager also acts as a liaison between client, operating departments, and F&B caterers to ensure successful meetings and events, generating repeat business. Responsibilities Maintain a warm and friendly demeanor at all times. Effectively communicate verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous, and service‑oriented manner. Listen to, understand, and clarify concerns raised by employees and guests. Multitask and prioritize departmental functions to meet deadlines. Be organized. Cross‑check Sales Manager's booking against Delphi for accurate turnover. Ensure all contract terms, concessions, and billing arrangements are executed accurately, monitor cut‑off dates, attrition, pickup reports, and commissions. Coordinate with accounting to process deposits, payment schedules, direct bill approvals, and billing accuracy; review final invoices with clients and ensure reconciliation while supporting adherence to hotel credit policies. Create, review, and revise Banquet Event Orders (BEOs), Banquet Checks, Floor Plans, and Group Resumes according to established protocols. Create invoices and process payments via CeloPay and ROH. Keep immediate supervisor fully informed of all matters requiring attention. Answer telephone and email messages and respond accordingly. Attend meetings and take minutes. Ensure the smooth operation of the office. Assist in copying, faxing, and mailing. Maintain a central purchase order system for office supplies. Handle complaints, questions, and special requests from hotel guests. Handle VIP room reservations as requested. Coordinate all hotel travel arrangements for sales trips and annual meetings. Review and respond to all timesheet edits, payroll corrections, etc. Maintain trace files; manage existing files and create new ones as needed. Process and follow‑up on all turnovers within 72 business hours via telephone followed by email. Know meeting room setups and capabilities. Know sleeping room configurations and types. Respond to requests by Meeting Planners immediately via phone and email. Use the Partnership Agreement to meet client needs. Have comprehensive knowledge of all operational departments within the hotel. Interact with outside planners and vendors for event setup. Maintain pricing integrity and propose menus for clients. Plan and manage internal and or external pre‑event meetings as required. Route BEOs, BQT checks, Floor Plans, and Group Resumes weekly and on time. Facilitate BEO & Group Resume weekly meetings. Manage the Delphi function book and adjust space to maximize revenue potential. Assist with physical event set‑up as needed. Coordinate with reservations to review and revise rooming lists and VIP lists. Process Hilton Honors Meeting Planner points. Prepare and submit required reports in a timely manner. Finalize event billing and complete post‑event communication, including post‑event meetings. Manage existing accounts and follow up with clients for re‑solicitation to capture future business. Coordinate catered food and beverage and keep F&B informed of issues as they arise. Be visible on the floor and assist at group, VIP check‑in and as needed during functions. Be involved in and/or conduct departmental and hotel training (one‑to‑one training, etc.). Use feedback from Meeting Planner evaluations to improve service and quality. Attend all hotel‑required meetings and trainings. Maintain regular attendance in compliance with Highgate hotel standards and scheduling requirements. Maintain high standards of personal appearance and grooming, which include wearing name tags. Comply with Highgate hotel standards and regulations to encourage safe and efficient hotel operations. Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions. Qualifications Education & Experience At least 5 years of progressive experience in hotel or related field; or a 2‑year college degree and at least 3 years of related hotel experience. Proficient in Windows, Delphi, OnQ, CeloPay, and company‑approved software, applications, spreadsheets, and word processing. Knowledge of F&B preparation techniques, health department rules, regulations, liquor laws, and regulations. Physical requirements Flexible with long hours, sometimes required. Weekends and holidays sometimes required. Medium work – exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. General Requirements Extensive knowledge of all hotel departments. Ability to interact effectively – verbally and written – with all levels of hotel guests, staff, and management in an attentive, friendly, courteous, and service‑oriented manner. Ability to excel in a fast‑paced environment. Self‑confident, proactive, and able to prioritize and make effective decisions. Maintain a warm and friendly demeanor at all times. Effectively listen, understand, and clarify concerns raised by employees and guests. Attend all hotel‑required meetings and trainings. Maintain regular attendance in compliance with Highgate hotel standards and scheduling requirements. Maintain high standards of personal appearance and grooming, which include wearing name tags. Comply with Highgate hotel standards and regulations to encourage safe and efficient hotel operations. Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions. Effectively handle problems by anticipating, preventing, identifying, and solving them as necessary. #J-18808-Ljbffr