Convention Services Manager

Summary:

As the Conference Services Manager, you’ll bring meetings and events to life while creating experiences that feel more like an escape than an obligation. This role serves as the primary liaison between the client and hotel team, ensuring every detail is coordinated seamlessly from turnover through event execution and post-event follow up.

We’re looking for someone who combines strong organization with a relaxed, guest-first hospitality approach. You’ll manage event logistics including guestrooms, food & beverage, meeting space, billing, and on-site execution while creating memorable experiences that keep clients coming back for another round.

Success in this role means balancing service excellence with business results - maximizing revenue opportunities while delivering events that embody the brand spirit.

Qualifications:

• Bachelor’s degree and/or 2 years hotel sales, conference services, catering or event management experience.
• Food & Beverage experience preferred.
• Strong understanding of negotiation and interpretation of contracts.
• Ability to design menus in conjunction with the culinary department to maximize operating profit.
• Working knowledge of banquet department (sets, AV equipment, scheduling, menu planning).
• Working knowledge of group room blocks (reservation management, inventory management, billing).
• Time management skills. Being able to work on multiple projects with desired outcome for each.
• Experience with Delphi and Infor HMS preferred
• Proactive approach, assertive and fast paced, driven to succeed.
• Works well under pressure.
• Ability to collaborate with hotel operations teams to maximize guest satisfaction and revenue.
• Developed business communication skills, both written and verbal.
• Understanding/knowledge of Microsoft office.
• Confident and professional appearance.
• Execute and support Hotel Customer Service Standards and Hotel’s Brand Standards.
• Ability to communicate effectively with public and other employees.

Essential Functions:

• Serve as the primary point of contact for assigned groups from turnover through post-event follow up.
• Coordinate group guestrooms, meeting space, food & beverage requirements, billing and logistics in accordance with Event Services timeline.
• Prepare and execute banquet event orders (BEOs), event resumes, rooming lists and event communications to ensure quality service delivery and guest satisfaction.
• Responsible for increasing overall revenue per attendee via aggressive upselling techniques, rooms management strategies, value added offerings and other creative methods including function space, audio-visual equipment, food and beverage menus and team-building activities to maximize revenue opportunities for each assign group.
• Communicate event details clearly and effectively to internal departments and external partners to operations the details needed to satisfy the contract and client needs.
• Conduct and participate in pre-cons and post-cons with clients and operational teams.
• Manage VIP arrival lists, assign and inspect VIP rooms and arrange for VIP amenities to be delivered for all assigned group room blocks and events.
• Greet onsite group contact on arrival, monitor event execution and remain visible and available to guests throughout their program for all assigned groups.
• Prepare and receive deposits, billing and payments for all assigned groups.
• Manage group room blocks and meeting space to optimize hotel revenue and operational efficiency.
• Execute guarantees, cut-off dates, deposits and billing procedures in accordance with group contract and Event Services timeline
• Manage all group room block reservations including creating, reviewing and revising rooming lists
• Prepare letters, proposals, BEO’s, thank-you notes, etc.
• Respond to requests by Meeting Planners immediately.
• Manage existing accounts and follow up with client re-solicitation to capture future business.
• Participate in training, trade shows, field trips and community, industry and professional organizations to maintain high visibility in support of the achievement of sales and revenue goals.
• Meet or exceed goals set by the DOS, DOC and/or DOCS.
• Relay accurate forecasting information for rolling forecast.
• Demonstrate positive leadership characteristics, which inspire employees.
• Complete other duties as assigned by supervisor to include cross training.

Performance Standards:

• CUSTOMER SERVICE: Deliver the best service, quality and value to every customer, every time. Maintain customer satisfaction as the driving philosophy of the business. Personally demonstrate a commitment to customer service by soliciting and responding promptly to guest needs. Commit to satisfying every guest. Level of service provided to major accounts and groups meet or exceed customer expectations.
• PEOPLE: Help to develop talent by acting as a mentor for others. Ensure employees fully understand performance standards, review process, and reward successes. Maintain confidentiality of guest and associate information and pertinent hotel data; Give credit and highlight others’ success.
• QUALITY: Know the department operating standards and consistently meet those standards; including set up and maintaining an approved filing system, keep clients information organized according to Safe Harbor Development standards. Meet deadlines and respond to file turnovers in a timely manner. Require little to no supervision, but be willing to accept feedback when offered. Seek out assignments to improve the Sales and Catering department. Maintain an organized and professional plan for correspondence and follow up; Update and maintain sales system following Safe Harbor Development SOPs; Maintain up-to-date traces in Delphi (or applicable system) on all assigned files; Maintain accurate Delphi (or applicable system) computer information on all new and ongoing accounts; Answer the telephone within 3 rings using proper telephone etiquette.
• MANAGING THE BUSINESS: Understand the hotel’s demand segments and sources of business for each as they affect your market. Demonstrate effective sales skills to obtain maximum revenues and profitability. Work closely with sales department though execution of definite programs; keep the team fully informed of problems or important changes to the program so action can be taken; Conduct site tours of property to meeting planners and other potential customers while informing of all services available on property and in the surrounding area; Effectively communicate event details to the operational staff. Accurately forecast revenues and profit potential from accounts and groups within acceptable variance levels. Demonstrate effective upsell skills to obtain maximum profits and create a better overall event. Maintain customer relationship from initial turnover from sales through the post event phase to the return to sales for re-solicitation. Acts as the liaison between the hotel team and customer throughout the event process. Makes presence known to the customer during the entire event process and is available to solve problems and/or suggest alternatives to previous arrangements. Manages group room blocks and meeting space of assigned groups.

Pay: $58,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $58,000 - $65,000