Convention Services Manager

Department:    Events – Banquets & Catering

Direct Report: Director of Catering

Purpose:          The Convention Services Manager is responsible for planning, coordinating, and executing assigned group meetings and events from turnover through completion. This position serves as the primary liaison between clients and hotel departments, ensuring accurate communication, operational alignment, and exceptional service delivery while meeting contractual, financial, and service standards. Proficiency in Delphi is essential to effectively manage accounts, event details, traces, and communication.

JOB SUMMARY:   

• Manage and execute assigned group events, coordinating meeting space, audiovisual, food and beverage, and related services across departments.
• Serve as the primary point of contact for clients, providing personalized service and maintaining accurate event documentation within Delphi.
• Participate in key operational and client meetings, including Resume Meetings, BEO Meetings, Pre-Convention Meetings, Menu Tastings, and Planning Visits.
• Finalize event details, maximize revenue through up-selling, and ensure accuracy of BEOs, resumes, banquet checks, and post-event billing, ensuring all information is properly entered and maintained in Delphi.
• Handle group room details including rooming lists and group room reservations based on needs of contract
• Conduct space walkthroughs with Banquet leadership to ensure client satisfaction.
• Make timely decisions that balance guest needs with hotel financial, staffing, and safety considerations.
• Resolve on-site issues promptly and keep the Director of Catering informed of any concerns or unusual situations.
• Maintain thorough knowledge of hotel facilities, meeting space capacities, and operational capabilities.
• Coordinate with external vendors as required to support event execution.
• Support forecasting efforts and departmental reporting through accurate Delphi data management.
• Maintain positive working relationships with all departments.
• Ensure all account information, traces, and documentation are current and accurate in Delphi.
• Perform other reasonable duties as assigned.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain standing for up to 10 hours
• Ability to remain stationary in desk/meeting environment for up to 8 hours
• Ability to move up and down stairs occasionally
• Ability to move quickly based on guest needs
• Ability to regularly move and lift up to 50 lbs.
• Ability to communicate and exchange information effectively
• Ability to read, write, speak, and understand basic English
• Ability to complete a satisfactory background check
• Ability to work evenings, weekends, and holidays as business requires
• Ability to work onsite

TECHNOLOGY AND EQUIPMENT USED:

• Microsoft Office, including Outlook, Word, and Excel programs.
• Reservations Software (Opera)
• Delphi fdc (salesforce software)
• Phone
• Computer and Printer

WORKING ENVIRONMENT:

• Work will primarily take place in a hotel resort banquet and restaurant environment

KEY SKILLS & EXPERIENCE REQUIRED:

• 2 years of experience in convention services, event management, or a similar role
• Prior hotel, resort, or convention center experience preferred
• Strong working knowledge of Delphi for account management, event tracking, and reporting
• Strong working knowledge of Opera for account management, event tracking, and reporting
• Strong organizational skills with exceptional attention to detail
• Excellent customer service and communications skills
• Flexibility to work evenings, weekends, and holidays as business requires
• Demonstrates strong communication, organizational, and problem-solving skills.
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel.  The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.  The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.