Conference Services Manager

Job Type

Full-time

Description

Conference Services Manager

Key responsibilities include, but are not limited to:

A conference services manager (CSM) plans and executes conferences, meetings, and events, and manages the customer service process. They work with clients and venue staff to ensure that all aspects of an event are well-planned and run smoothly. CSMs are responsible for many tasks, including:
Planning Detailing Managing logistics Managing group block Managing budgets Communicating Evaluating
The Conference Services Manager is responsible for planning, organizing and managing the in-house details for group and local catering (e.g., menus, set-up, etc.) Participate in negotiating menu creation and pricing and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Focus on execution of all aspects of event planning including working directly with customers on banquet event orders (BEOs), receiving guestroom rooming lists, communication to the hotel staff through group resumes, VIP recognition and requesting amenities. Complete walk through of function space prior to events beginning and complete checklist for all events. This position may require some weekend work, hours based on business needs.

Duties to include:

• Meet, greet, and entertain potential clients, providing information regarding the property to promote and increase sales.
• Supervise the overall set up and implementation of events and meetings, working closely with other departments to ensure that the guest specifications are met, and their satisfaction is achieved
• Planning: Sales Strategy Planning and Sales Performance Reporting, specifically focusing on group block pick up and balance. Banquet and Catering Forecasting through timely cost estimates per group is also a focus. Working with clients to understand their needs and vision for the event. They also coordinate with venue departments like catering, audio-visual, and housekeeping.
• Detailing: Serve on site group and catering customers in a proactive manner working with the logistics of group room blocks, food and beverage, event/meeting space, and billing processes.
• Managing Group Block: Work with the client to answer questions on their program, creating a timeline of schedule, space needs, food and beverage needs and maintaining that connection with the client through post-event follow-up. Working with the client on guest accommodation reservations through rooming lists, individual reservations, needed changes while maintaining the contracted terms and conditions such as cut off date and minimum pick up.
• Monitor group room blocks and pick up, generate detailed resumes for the operating departments.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Communicating: Maintain & log all client communications via e-mail correspondence and in the Envision Sales System. It is the responsibility of the Conference Services Manager to keep in touch with clients through phone calls, emails, letters and personal meetings. Staying in touch with the client of due dates for BEO final submissions and changes, reservations cut off date, contracted minimum pick up pertaining to Attrition and post-event billing and follow up.
• Attend the weekly BEO Review, Sales and Group Pickup Meetings.
• Work closely with the Sales Managers to ensure client satisfaction.
• Managing logistics: Responsible for prompt handling (within the business day) of customer calls and monitoring the efficient flow of paperwork related to confirming function details to the client. Overseeing room set-ups, equipment rentals, and schedules. They also handle on-site troubleshooting.
• Lead formal pre-event and post-event meetings for average to large-sized assigned groups. (Pre-Cons)
• Demonstrates ability to deliver banquet event orders on a timely basis (10 days) and ensure accuracy.
• Managing budgets: Negotiating contracts with vendors and suppliers and tracking financial aspects.
• Have acquired knowledge with the ability to upsell clients, while promoting a level of service parallel to the upscale stature of the facility.
• Generate "thank you" notes to clients with prompt follow up of negative client feedback as necessary.
• Able to conduct hotel site inspections and client presentations.
• Resourceful skills to provide contemporary set-ups, menus, and functions for groups.
• Ability to work with GM, Food & Beverage Manager, Sales Managers and Director of Sales to suggest artistic and innovative menu options with while working closely with the Executive Chef on pricing specialty menus.
• Work closely with the banquet department on operations and event execution, ability to consistently deliver flawless events.
• Provide overall direction, coordination, and ongoing evaluation of operations for detailed execution of all banquet event orders.
• Identify operational challenges associated with groups/events and determine how to best work with the property staff and customer to solve these challenges and/or develop alternative solutions.
• Develop a full working knowledge of the operations and policies of the hotel and applicable departments.
• Focus on customer satisfaction through Event Service Scores.
• Must be able to work independently and simultaneously manage multiple tasks, strong organization and presentation skills.
• Ability to work with outside vendors to ensure client satisfaction for all events/groups.
• Adheres to established regulations, company standards catering/meeting standards and related catering sales metrics.

A successful candidate must be able to effectively communicate with customers in a friendly and positive manner, in order to solicit business and meet client needs. This position may require occasional travel for client visits, solicitation and training. This person must be a team player who loves to apply creativity and a good sense of humor to the sales process. The ability to listen, speak and write in English to ascertain information and respond to clients is a must. Independent, high-energy entrepreneurial Sales professionals will excel. Knowledge of hotel structure and how all departments interact is a plus. A minimum of 2 years of hotel sales experience required.
Critical Skills:

• Detail oriented
• Excellent organizational skills
• Ability to work as a team player, but also independently
• Must have excellent verbal and written communications skills
• Ability to deliver superior results in a fast-paced environment
• Prior Catering Sales experience with track record of accomplishments is required.
• Prefer 3 - 5 years solid Social Sales experience.
• Prefer experience in Hyatt systems including Envision, Opera and Cendyn.

Qualifications

• Previous experience in Meetings and Events Manager role is a must
• Knowledge and experience in C.I.T.Y
• Experience with Hotel Operations is a plus
• VIP Services experience preferred
• Has high attention to detail, accuracy and speed
• Working knowledge of Delphi, Opera, Excel, Word
• Excellent communication skills, written and verbal

Requirements

• Produce Resumes, BEO's and process billing for Group room blocks and Banquet F&B functions in order to maximize revenue potentials
• Ensure all planning meet Hotel luxury standards and VIP guest expectations
• Ensure product meets and exceeds client's expectations
• Conduct site visits & site inspections
• Ensures all documents (Resumes, BEO's) are distributed in a timely manner to the necessary internal departments
• Ensures all guest room blocks, event room blocks, billing procedures, trace dates and any other necessary arrangements is transmitted correctly in the system prior to arrival
• Maintains constant contact with the client to establish a rapport to insure that the client is familiar with all facilities of the hotel, in addition to, the contract details with trace dates
• Reviews requirements and space as per contract
• Ensures all deposit information is strictly enforced and all billing procedures are established in the system by working directly with the Credit Department, Accounting
• Department & Group Sales Managers
• Review rooming lists given by the clients recognizing all VIPs, upgrades, and specific room requirements
• Provides the client with an up-to-date rooming list with confirmation numbers
• Works directly with each department internally to accomplish every group goal throughout the hotel
• Completes a group resume on each group detailing all arrangements and distributes it to all corresponding departments
• Responsible to review & approve all master bills
• Follows up with the client after departure to ensure they are aware of their valued business to the hotel and establishes a relationship for future services when needed
• Host Planning Meetings, Site Inspections, Pre and Post Convention Meetings
• Ensure guest satisfaction through the smooth execution and engagement of all assigned groups as measured by pre and post event survey data
• Ensure all specifications are implemented and executed to established guidelines
• Accurately forecast group revenues according to established guidelines
• Caters to high profile clients and talent