Convention Services Manager

Position Summary

The Convention Services (CS) Manager oversees the planning, coordination, and execution of all group meetings, catering functions, and hotel events from post-sale turnover through final billing and follow-up. This role serves as the primary liaison between clients and hotel operations teams to ensure exceptional service delivery, operational excellence, and revenue growth.

The CS Manager partners closely with Sales, Catering, Banquets, Culinary, Front Office, Housekeeping, Engineering, and Accounting to deliver seamless guest experiences while maximizing profitability and upholding luxury service standards.

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Core Responsibilities

Event Planning & Execution

•    Manage all group and catering events from turnover through completion.

•    Prepare and distribute BEOs, resumes, rooming lists, and event documentation accurately and on time.

•    Coordinate meeting space, guest room blocks, food & beverage, AV, transportation, amenities, and VIP requests.

•    Conduct planning calls, pre-conference meetings, site visits, and operational walkthroughs.

•    Monitor on-site events to ensure flawless execution and resolve issues proactively.

•    Conduct post-event follow-up with clients and internal teams.

Client Relations & Service Excellence

•    Serve as the primary contact for clients after contract turnover.

•    Build strong relationships with meeting planners, vendors, and guests.

•    Respond promptly and professionally to client requests and concerns.

•    Deliver personalized, luxury-level service throughout the event experience.

•    Ensure all client expectations and contractual obligations are met or exceeded.

Revenue & Business Management

•    Support achievement of catering and group revenue goals.

•    Identify upsell opportunities, enhancements, and additional revenue streams.

•    Review billing accuracy and assist with final account reconciliation.

Administrative & Operational Responsibilities

•    Maintain accurate information within Delphi and Sales & Catering systems.

•    Coordinate deposits, billing, invoicing, and master accounts with Accounting.

•    Ensure compliance with hotel policies, procedures, and brand standards.

•    Participate in departmental meetings, training sessions, and operational reviews.

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Performance Expectations

Service & Guest Experience

•    Deliver exceptional hospitality and client satisfaction consistently.

•    Create memorable guest experiences aligned with luxury hotel standards.

•    Maintain professionalism and strong communication at all times.

Operational Excellence

•    Ensure accuracy and timeliness of all event documentation.

•    Execute events with minimal operational errors.

•    Anticipate challenges and implement proactive solutions.

Teamwork & Leadership

•    Foster strong relationships across all hotel departments.

•    Collaborate effectively with Sales, Catering, Banquets, and Operations teams.

•    Demonstrate accountability and leadership presence during events.

Organization & Time Management

•    Manage multiple groups and events simultaneously in a fast-paced environment.

•    Prioritize responsibilities effectively and meet all deadlines.

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Qualifications

•    1-2 years of convention services, catering, or hotel event management experience preferred.

•    Strong knowledge of hotel operations and banquet/event planning.

•    Experience with Delphi or similar Sales & Catering systems preferred.

•    Excellent communication, organization, and interpersonal skills.

•    Strong problem-solving and multitasking abilities.

•    Proficiency in Microsoft Office and hotel management systems.

•    Ability to work flexible schedules, including evenings, weekends, and holidays.

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Key Success Metrics

•    Client satisfaction and repeat business

•    Accuracy and timeliness of event documentation

•    Revenue growth and upsell performance

•    Event execution quality

•    Team collaboration and operational efficiency