Convention Services Manager

JOB SUMMARY

Prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customers to ensure high-quality service throughout pre-event, event, and post-event phases. Ensures seamless turnover from sales to service and back to sales, maximizes revenue through up-selling and enhancements, and manages details for group and convention bookings (guest rooms, menus, setup, etc.). Participates in negotiations and ensures maximization of room and meeting space, revenues, and profits while maintaining quality. Reports activities to the Director of Convention Services or Director of Sales and supports hotel standards and initiatives. ESSENTIAL JOB FUNCTIONS This summary outlines primary responsibilities; the role requires flexibility due to the hotel's 24/7 operation. Business Results Plan, upsell, and detail programs with clients, including space, equipment, menus, themes, and decorations. Prepare resumes and paperwork for quality service. Monitor room requirements to ensure commitments are met. Manage function details, handle customer complaints, and ensure satisfaction to foster repeat business. Improve services through new sales tools, menus, themes, and competitive analysis. Control event budgets to maximize revenue and minimize expenses. Communicate with internal and external customers regarding event details, including post-event follow-up. Act as liaison throughout the event process, solving problems and suggesting alternatives. Oversee customer experience from file turnover to post-event, working with hotel staff to resolve operational challenges. Lead pre- and post-event meetings, facilitate necessary meetings, and manage group room blocks and meeting spaces. Greet customers during events and coordinate with operations for execution. Adhere to standards, policies, and procedures; stay updated on industry trends. Perform other duties and special projects as assigned, including participation in hotel task forces. Guest Satisfaction Ensure high customer satisfaction and build long-term relationships for future revenue. Maintain presence during events, addressing issues and ensuring service quality. Lead in guest relations, respond to feedback, and implement improvements. Utilize hotel systems to manage customer information effectively. Leadership Commit to hotel principles, hold self and others accountable, and address conflicts promptly. Contribute to team results, adapt to change, and make informed decisions. Managing Work Execution Work with urgency and purpose, allocate resources wisely, and overcome obstacles. Generating Talent Analyze candidate skills to maximize team effectiveness, pursue self-development, and mentor others. Organizational Learner Continuously improve skills, share knowledge, and learn from others. Knowledge, Skills & Abilities Experience

Minimum 2 years of catering and rooms experience in hospitality. Proven track record of quality service; leadership experience preferred. Skills and Knowledge

Excellent communication skills in English. Knowledge of hotel policies, hospitality, and catering industries. Ability to manage major functions and guest relations. Proficient in MS Word, Excel, PowerPoint; Delphi experience preferred. Source: Westmont Hospitality Group #J-18808-Ljbffr