Convention Services Manager

Overview

Prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customers to ensure consistent, high level service throughout pre-event, event and post-event phases of hotel events. Ensures seamless turnover from sales to service back to sales, and maximizes revenue opportunities through up-selling and enhancements. Plans, organizes, and manages in-house details for all group and convention bookings (guest rooms, menus, setup, etc.).

Participates in negotiating meetings/functions, rooms, rates, and related requirements. Supports corporate and hotel initiatives as needed.

This description summarizes primary responsibilities and qualifications. The hotel operates 24/7, so shifts and hours may vary.

• Plan, upsell, and detail program with the client, including verification/modification of space requirements, times, equipment, menus, themes/decorations, etc. Prepare resumes and paperwork to ensure quality service.
• Monitor convention group room requirements to ensure commitments made in hotel agreements are met.
• Manage function details to satisfy program requirements; anticipate and handle customer complaints to ensure quality delivery, customer satisfaction, and repeat business.
• Improve convention services through development of new sales tools, menus, themes, and decorations; analyze competition and customer needs.
• Monitor and control individual event budgets and details to maximize revenues and minimize expenses while delivering quality products.
• Coordinate and communicate with customers (internal and external) regarding event details; follow up post-event.
• Act as liaison between hotel and customer throughout the event process; be available to solve problems and suggest alternatives as needed.
• Oversee customer experiences from file turnover through post-event turnover back to sales.
• Proactively identify operational challenges and work with hotel staff and customers to resolve or develop alternatives.
• Lead pre-event and post-event meetings for assigned groups; facilitate meetings as necessary (Banquet Event Order, block review, etc.).
• Manage group room blocks and meeting space for assigned groups.
• Greet customers during the event phase and hand-off to operations for execution of details; adhere to all standards, policies, and procedures.
• Integrate current trends in meetings & special events; perform other duties as assigned, including special projects and task forces.
• Communicate function requirements to appropriate hotel areas; resolve issues to ensure quality delivery and customer satisfaction.

• Ensure a high level of customer satisfaction and build long-term relationships to support future revenue growth.
• Interact with guests to obtain feedback and effectively respond to problems and complaints.
• Lead guest relations and ensure services meet or exceed expectations, creating loyalty and increasing market share.
• Review Guest Service Results and participate in corrective action plans; emphasize guest satisfaction in departmental meetings.
• Utilize hotel systems to capture and manage customer information daily.

• Demonstrate commitment to Westmont hospitality principles; hold self and others accountable; address conflicts timely; contribute to team results.
• Deal with change effectively; make decisions and commit to courses of action with available information.
• Approach work with urgency, allocate resources efficiently, and follow through on inquiries and requests.

• Analyze candidates’ job-related themes, skills, and competencies to maximize team dynamics and talent utilization; discuss problems promptly; pursue self-development.
• Explain rationale to help employees improve; act independently to improve skills; share learnings and best practices; learn from others.
• Perform all technical/procedural requirements of the job.

• 2 or more years of catering and rooms experience in hospitality
• Proven track record of delivering quality service
• Previous leadership experience preferred

• Excellent verbal and written English communication
• Knowledge of hotel policies and procedures (Westmont and Hilton)
• Knowledge of convention/catering, F&B, and hospitality industries
• Ability to manage the people and variables involved in major functions
• Proficient in MS Word, Excel, PowerPoint;
  Delphi experience preferred

Source:
Westmont Hospitality Group