Convention Services Manager

Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026.

Location

Hyatt Centric Santa Monica

Overview

Responsible for the management of all aspects and functions of the Convention Services Department in accordance with Hotel standards. Coordinates arrangements and details for clients' functions. Directs, implements and maintains a management philosophy that serves as a guide to Convention Services staff.

Responsibilities

• Attend daily Highgate Hotel Business Review (HHBR) meeting.
• Develop a full working knowledge of the Viceroy and Hyatt Centric operations of the hotel, including Food and Beverage, Guest Services and Reservations.
• Develop a complete knowledge of company sales policies and SOP’s, and ensure knowledge of and adherence to those policies by the sales team.
• Meet or exceed set goals.
• Operate the Sales Department within established sales expense budget.
• Participate in required M.O.D. and Saturday office coverage as scheduled.
• Initiate and follow up on leads.
• Maintain and participate in an active sales solicitation program.
• Monitor production of all top accounts and evaluate trends within your market.
• Regularly contact existing accounts based on the tracing frequencies of the Account Coverage Program.
• Meet or exceed sales solicitation call goals as assigned by the Director of Sales.
• Invite clients to the hotel for entertainment, lunches, tours and site inspections.
• Assist in implementing special promotions relating to direct sales segments, i.e. parties, sales blitzes, etc.
• Assist in the preparation of required reports in a timely manner.
• Be familiar with all Viceroy and Hyatt sales policies and selling techniques with an emphasis on maximizing occupancy and Average Daily Rate (ADR).
• Conduct a professional, thorough site inspection of the hotel with clients, exhibiting key features and benefits of the property.
• Use your property’s computerized sales management system to manage the hotel’s business, including (but not limited to) generating reports, entering business, blocking space and building accounts.
• Meet and greet onsite contacts.
• Abide by Prime Selling Time (PST).
• Develop networking opportunities through active participation in community and professional associations, activities and events.
• Review meeting planner evaluations with the Director of Sales to ensure that issues receive follow-up.
• Entertain clients.
• Handle inquiries as part of Inquiry Day Program
• Manage all contracted and courtesy social group blocks such as weddings and engagements
• Set up all groups in Delphi and CI/TY for both properties, ensuring correct room blocking and billing
• Manage engagement photo shoots for social events, in-room and PR related inquiries
• Create group resumes and banquet event orders outlining all group/event details
• Lead Pre-Con group meetings and conduct/attend department meetings
• Creatively up-sell all opportunities for conference groups by utilizing knowledge of culinary techniques, menu items, banquet set ups, room décor, and audiovisual resources
• Maintain open communication with Banquets, Culinary, and operational departments to ensure smooth execution of events
• Participating in client entertainment, conducting site inspections
• Report pertinent information regarding each group of function to the Director of Sales or appropriate Sales manager
• Actively participate in sales presentations
  
  

Qualifications

• College course work in related field helpful.
• Minimum (2) years previous experience in a similar role at a luxury hotel
• Minimum (2) two years of college, degree desirable
• Strong computer literacy, with knowledge of Word, Excel, Word, Outlook and PowerPoint
• Long hours are sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to effectively communicate both verbally and written with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
• Exceptional communication skills, passionate, strategic and innovative
• Able to develop strong work relationships with both Clients and Colleagues
• Ability to implement processes and methods
• Ability to manage a budget and maximize customer satisfaction
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and training courses for both locations.
• Participate in M.O.D. coverage as required for both locations.
• Maintain regular attendance in compliance with Viceroy and Hyatt Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Viceroy and Hyatt Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Catering sales experience preferred
• Knowledge of Superior relationship-building skills and able to effectively network.