Convention Services Manager

Driftwood Hospitality Management's company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services - all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.


JOB SUMMARY

The Convention Services Manager reports to the Director of Sales & Marketing. This position services events. This person will solicit, negotiate and contract new and repeat business through various efforts (lead follow up, telemarketing, direct mail, referrals, internet prospecting, etc.) to maximize revenues to meet/exceed revenue goals in guestrooms, banquet food & beverage, Audio Visual, meeting room rental, and ancillary hotel revenues. The EMM will prepare and execute sales contracts, event orders, group resumes, program execution, and work with accounting on final invoicing. Most importantly our CSM will collaboratively work interdepartmentally coordinating all function details with the hotels clients to ensure quality product delivery, customer satisfaction, and repeat business. Ensures that all events are monitored & meet with meeting planner to ensure that the meeting is running effectively and smoothly throughout the time of the event.


ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Details, prepares, and initiates Banquet Event Orders to the client's specifications and in conjunction with the Banquet Department, F&B Director, and Executive Chef.
• Participate in daily Sales Stand-up meetings, attends weekly sales meeting and other meetings as directed.
• Works with the hotel Revenue Manager and DOSM to determine room availability and rates.
• Develop/maintain knowledge of market trends, competition, and customers.
• Practice effective revenue/yield management strategies to include wise negotiation and booking function space, focused solicitation during soft occupancy periods and effective rate and price negotiation.
• Consults with customers to plan details such as number of persons expected display space desired, and food service schedule.
• Meets with customers during an event to insure proper delivery of hotel services.
• Have a comprehensive understanding of the property and its offerings.
• Comprehensive knowledge of market position, banquet and food and beverage revenues, pricing and rate structures, sales strategies, yield management, booking trends, and future hotel planning.
• Be fully knowledgeable of the capabilities and limitations of the hotel and departments that may impact sales strategies.
• Conduct site tours for potential clients.
• Achieve and exceed individual and team annual goals as established by the annual Marketing Plan.
• Achieve budgeted revenues and expenses and maximize profitability related to the sales department.
• Promptly respond to and resolve guest requests, complaints, or questions in a courteous and timely manner.
• Must possess strong computer skills, including, but not limited to, accounting programs, Microsoft Word, Excel, Outlook, and hotel sales system.
• Follows the sales strategy as specified by the Director of Sales & Marketing.
• Understands and achieves team and individual goals.
• May be asked to complete other work-related duties as assigned by the DOS.

Guest Satisfaction

• Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.
• Coordinates and communicates verbally and in writing with customer (internal and external) regarding event details. Follows up with customer post-event.
• Makes presence always known to customer during this process, regardless of which hotel they sit at. Greets customer during the event phase and hands-off to the Convention Services department for the execution of details. Is available to solve problems and/or suggest alternatives to previous arrangements.
• Displays leadership in guest hospitality and ensures consistent, high-level service throughout all phases of hotel events. Ensures products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Reviews Guest Service Results with leaders. Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Utilizes Delphi or other hotel system to capture and manage customer information daily.

Leadership

...applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.
• Makes decisions, including employees/team and commits to a course of action with available information.

Building Relationships

...eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.

• Treats people fairly, with dignity and respect.
• Works to meet goals in a manner that does not disadvantage other employees or groups.
• Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
• Listens and responds to others.
• Is interested in other's views even if they counter own views.

Managing Work Execution

...proactively ensures that others have the accountability, authority and resources necessary to both manage work execution and drive for results.

• Allocates time and resources effectively when faced with competing demands.
• Overcomes obstacles to accomplish challenging objectives.
• Follows through on inquiries, requests, and complaints.

Organizational Learner

...Actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area

• Acts independently to improve and increase skills and knowledge.
• Demonstrates an awareness of personal strengths and areas for professional improvement.
• Shares learning, innovations, and best practices with others.
• Is willing to learn from others.
• Performs all technical/procedural requirements of the job.

KNOWLEDGE, SKILLS & ABILITIES

Experience

• 2 or more years of hotel sales & catering and rooms experience in the hospitality industry
• Proven track record of a consistent ability to provide quality service
• Previous leadership experience preferred

Skills and Knowledge

• Strong verbal and written English communication skills
• Knowledge of the Hotel, Westmont and brand policies and procedures
• Knowledge of the catering, food & beverage with banquet knowledge
• Skills needed to manage the people and variables encountered in the development and implementation of major functions
• Computer literate in MS Word, Excel, and PowerPoint
• Computer literate with Delphi preferred or other system used in hotel
• Strong communication skills (verbal, listening, writing)
• Strong problem-solving skills
• Strong customer and associate relations skills
• Strong presentation and platform skills
• Strong organizational skills
• Strong "closing skills"
• Strong 'persuasion" skills
• Ability to use standard software applications and hotel system
• Effective decision-making skills
• Effective influence skills

PHYSICAL DEMANDS

Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing and pulling of objects weighing up to ten (10) pounds.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.