Convention Services Manager

The Convention Services Manager (CSM) owns the post-sale planning and flawless execution of groups, meetings, and conventions. You’ll translate contracts into detailed BEOs, diagrams, and resumes; coordinate cross-functional teams; manage room blocks and guarantees; and serve as the planner’s primary partner on-site—driving guest satisfaction, accurate billing, and profitable events.

Key Responsibilities

Planning, Detailing & Documentation

• Lead post-sale kickoff with Sales; confirm scope, concessions, deposits, due dates, and billing instructions.

• Conduct discovery with the client; build BEOs, group resumes, timelines, and floor diagrams to spec.

• Coordinate AV/power/internet, staging, signage/branding, transportation, security, and VIP protocols.

• Manage guarantees, cutoffs, attrition/wash, and addenda; maintain change logs and event files.

Cross-Functional Coordination

• Run internal pre-cons; align Banquets, Culinary/Stewarding, Front Office/Reservations, Housekeeping, Engineering, Security, Valet/Parking, and Outlets/Spa on execution plans.

• Communicate room priority (early arrivals/VIPs), ADA needs, and service recovery plans.

On-Site Management

• Serve as the client’s main contact during programs; conduct daily check-ins, room inspections, and quick resets.

• Monitor pacing of breaks/meals/sessions; troubleshoot AV and setup requests; ensure ambiance (lighting, temperature, music) meets standards.

• Document changes and approvals; update teams in real time.

Revenue, Controls & Billing

• Upsell enhancements (menu upgrades, bars, breaks, décor, rental, AV/production, activations).

• Enforce guarantees, cutoff dates, and attrition per contract; ensure accurate charge capture (food/bev, rental, labor, AV/ancillary).

• Reconcile masters promptly; review with client before departure; prepare post-event summaries and credits/adjustments as needed.

Room Block & Pickup Management

• Build/manage blocks and cutoff dates; coordinate rooming lists and VIPs; track pickup, wash, and forecasted shoulder nights.

• Partner with Reservations/Front Office on overflow/walk plans as needed.

Forecasting, Reporting & Compliance

• Provide weekly forecasts for F&B, space usage, and staffing; maintain function diary accuracy.

• Uphold food safety, alcohol laws (TIPS/ServSafe), fire/life-safety and egress, occupancy limits, and brand/company policies.

• Capture feedback and NPS; run post-con reviews with action items.

Systems & Tools

• Maintain clean records in CRM/Event systems (e.g., Delphi/Amadeus, Cvent, TripleSeat), diagramming (Social Tables/AllSeated), PMS (Opera/Cloud), and POS as needed.

• Produce event packets, signage lists, reader boards, and production schedules.

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

• 3–5 years convention services, event management, or catering/meetings experience in a hotel/venue or DMC.

• Strong knowledge of banquet service styles, menu planning, AV/production basics, and room-block mechanics.

• Exceptional organization, attention to detail, and deadline discipline; calm, solutions-oriented communicator with planners and internal teams.

• Proficient with CRM/event platforms and Microsoft 365/Google Workspace; diagramming tools experience required.

• Ability to read contracts and apply terms (attrition, cancellation, cutoff, concessions).

• Flexible schedule for programs, site visits, tastings, and after-hours needs.

• Preferred: CMP, CPCE, or equivalent certification; local market relationships.