Driftwood Hospitality Management
Convention Services Manager
Driftwood Hospitality Management, Houston, Texas, United States, 77246
Convention Services Manager
Location : 563 - Houston North Hilton - Houston, TX 77060
Position Type : Full Time
Job Shift : Any
Job Summary
Prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customer to ensure consistent, high-level service throughout pre-event, event, and post event phases of hotel events. Ensures all hotel events have a seamless turnover from sales to service back to sales. Establishes opportunities to maximize revenue opportunities by upselling and offering enhancements to create outstanding events. Plan, organize, and manage the in‑house details for all group and convention bookings (i.e., guest rooms, menus, set‑up, etc.) Participate in negotiating meetings/functions, rooms, rates, and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Report and critique all activities to the Director of Convention Services or Director of Sales. Enliven the Brand Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed.
Responsibilities
Plan, upsell and detail the program with the client including verification and modification of space requirements, times, equipment, menus, themes/decorations, etc. Prepare the appropriate resumes and paperwork to ensure quality service.
Monitor Convention Groups Room Requirements to ensure all convention attendees receive commitments made in the hotels’ agreements.
Manage function details and related activities to ensure that program requirements are satisfied. Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business.
Improve hotel convention services' products through; (a) the development of new sales tools, menus, themes, and decorations, (b) the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs.
Monitor and control individual event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.
Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details. Follow up with customer post‑event.
Act as liaison between hotel and customer throughout the event process (pre‑event, event, post‑event). Make presence always known to customer during this process. Be available to solve problems and/or suggest alternatives to previous arrangements.
Oversee customer experiences from file turnover through the post‑event phase until turnover back to sales.
Proactively identify operational challenges associated with the group and work with the hotel staff and customer to solve these challenges and/or develop alternative solutions.
Lead pre‑event and post‑event meetings for assigned groups.
Facilitate various meetings as necessary (Banquet Event Order meeting, block review, etc.).
Manage group room blocks and meeting space for assigned groups.
Greets customer during the event phase and hands off to the operations team for the execution of details.
Adhere to all standards, policies, and procedures.
Integrate current trends in the meetings & special events industry.
Perform other duties as assigned to meet business needs.
Perform special projects and other responsibilities as assigned.
Participate in task force for Hilton as required.
Communicate function requirements to appropriate areas in the hotel, resolve issues or problems to ensure quality product delivery and customer satisfaction.
Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor.
Guest Satisfaction
Ensure a high level of customer satisfaction and build long terms mutually beneficial customer relationships to support future revenue growth.
Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details. Follow up with customer post‑event.
Make presence always known to customer during this process, regardless of which hotel they sit at. Greet customer during the event phase and hand‑off to the Convention Services department for the execution of details. Be available to solve problems and/or suggest alternatives to previous arrangements.
Display leadership in guest hospitality and ensure consistent, high‑level service throughout all phases of hotel events. Ensure products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.
Set a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels. Effectively respond to and handle guest problems and complaints.
Review Guest Service Results with leaders. Participate in the development and implementation of corrective action plans.
Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Utilize Delphi or other hotel system to capture and manage customer information daily.
Leadership
Hold self and others accountable for achieving results.
Address conflict in a timely manner.
Contribute to team results.
Deal with change effectively.
Make decisions, including employees/team and commits to a course of action with available information.
Building Relationships
Treat people fairly, with dignity and respect.
Work to meet goals in a manner that does not disadvantage other employees or groups.
Demonstrate business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
Listen and respond to others.
Be interested in others' views even if they counter own views.
Managing Work Execution
Allocate time and resources effectively when faced with competing demands.
Overcome obstacles to accomplish challenging objectives.
Follow through on inquiries, requests, and complaints.
Organizational Learner
Act independently to improve and increase skills and knowledge.
Demonstrate an awareness of personal strengths and areas for professional improvement.
Share learning, innovations, and best practices with others.
Be willing to learn from others.
Perform all technical/procedural requirements of the job.
Qualifications Experience
2 or more years of hotel 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.
Additional Information
Seniority level: Entry level
Employment type: Full‑time
Job function: Management and Manufacturing
Industries: Hotels and Motels
#J-18808-Ljbffr
Position Type : Full Time
Job Shift : Any
Job Summary
Prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customer to ensure consistent, high-level service throughout pre-event, event, and post event phases of hotel events. Ensures all hotel events have a seamless turnover from sales to service back to sales. Establishes opportunities to maximize revenue opportunities by upselling and offering enhancements to create outstanding events. Plan, organize, and manage the in‑house details for all group and convention bookings (i.e., guest rooms, menus, set‑up, etc.) Participate in negotiating meetings/functions, rooms, rates, and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Report and critique all activities to the Director of Convention Services or Director of Sales. Enliven the Brand Standards within the Department and the hotel. Support all Corporate and hotel initiatives as needed.
Responsibilities
Plan, upsell and detail the program with the client including verification and modification of space requirements, times, equipment, menus, themes/decorations, etc. Prepare the appropriate resumes and paperwork to ensure quality service.
Monitor Convention Groups Room Requirements to ensure all convention attendees receive commitments made in the hotels’ agreements.
Manage function details and related activities to ensure that program requirements are satisfied. Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business.
Improve hotel convention services' products through; (a) the development of new sales tools, menus, themes, and decorations, (b) the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs.
Monitor and control individual event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.
Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details. Follow up with customer post‑event.
Act as liaison between hotel and customer throughout the event process (pre‑event, event, post‑event). Make presence always known to customer during this process. Be available to solve problems and/or suggest alternatives to previous arrangements.
Oversee customer experiences from file turnover through the post‑event phase until turnover back to sales.
Proactively identify operational challenges associated with the group and work with the hotel staff and customer to solve these challenges and/or develop alternative solutions.
Lead pre‑event and post‑event meetings for assigned groups.
Facilitate various meetings as necessary (Banquet Event Order meeting, block review, etc.).
Manage group room blocks and meeting space for assigned groups.
Greets customer during the event phase and hands off to the operations team for the execution of details.
Adhere to all standards, policies, and procedures.
Integrate current trends in the meetings & special events industry.
Perform other duties as assigned to meet business needs.
Perform special projects and other responsibilities as assigned.
Participate in task force for Hilton as required.
Communicate function requirements to appropriate areas in the hotel, resolve issues or problems to ensure quality product delivery and customer satisfaction.
Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor.
Guest Satisfaction
Ensure a high level of customer satisfaction and build long terms mutually beneficial customer relationships to support future revenue growth.
Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details. Follow up with customer post‑event.
Make presence always known to customer during this process, regardless of which hotel they sit at. Greet customer during the event phase and hand‑off to the Convention Services department for the execution of details. Be available to solve problems and/or suggest alternatives to previous arrangements.
Display leadership in guest hospitality and ensure consistent, high‑level service throughout all phases of hotel events. Ensure products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.
Set a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels. Effectively respond to and handle guest problems and complaints.
Review Guest Service Results with leaders. Participate in the development and implementation of corrective action plans.
Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Utilize Delphi or other hotel system to capture and manage customer information daily.
Leadership
Hold self and others accountable for achieving results.
Address conflict in a timely manner.
Contribute to team results.
Deal with change effectively.
Make decisions, including employees/team and commits to a course of action with available information.
Building Relationships
Treat people fairly, with dignity and respect.
Work to meet goals in a manner that does not disadvantage other employees or groups.
Demonstrate business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
Listen and respond to others.
Be interested in others' views even if they counter own views.
Managing Work Execution
Allocate time and resources effectively when faced with competing demands.
Overcome obstacles to accomplish challenging objectives.
Follow through on inquiries, requests, and complaints.
Organizational Learner
Act independently to improve and increase skills and knowledge.
Demonstrate an awareness of personal strengths and areas for professional improvement.
Share learning, innovations, and best practices with others.
Be willing to learn from others.
Perform all technical/procedural requirements of the job.
Qualifications Experience
2 or more years of hotel 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.
Additional Information
Seniority level: Entry level
Employment type: Full‑time
Job function: Management and Manufacturing
Industries: Hotels and Motels
#J-18808-Ljbffr