Conference Services Manager

THA
Salary
Full Time

**Position Overview**:
To plan and coordinate group accommodations, meetings, banquets etc. ensuring all arrangements are made and executed to the customer's expectation and satisfaction.

**The Role**:
**Become familiar with any assigned group file**: review signed sales contract and discuss group profile and any special notations with the Sales Manager concerned if necessary.
Review billing on contract. If direct billing has been requested, follow up with Accounting on status. Obtain method of payment prior to group arrival, and forward credit card authorization and other necessary information to Accounting.
Call client to check anticipated room pick up. Obtain rooming list by contracted due date. Compare list to contracted room block. If rooms are added for pre or post stays, check with Revenue Manager to ascertain applicable rate.
Obtain rooming list changes, if any, from Meeting Planner. Send to Reservations Manager to update in Opera. If room block drops below the contractually agreed number, advise the client that they will be liable to attrition charges (dependent on contract) which will be calculated and presented before or after the group's departure per his or her preference.
After the rooming list has been input in Opera, check it against the client's list. CSM to send the final list with confirmation numbers to client to sign and return.
Coordinate all catering functions as per contract. Customize selling approach to the meeting planner's needs to maximize sales. Specialize food and beverage programs by tailor-making and upselling menus, additional F&B functions and other miscellaneous items to meet client's requirements. Always be ready to anticipate client and guest needs well in advance.
Sell/upsell rooms, F&B and other miscellaneous items at all opportunities to ensure hotel revenues are maximized.
Create a Group Resume outlining all arrangements pertaining to the entire program including guest rooms, F&B, etc. as well as Banquet Event Orders (BEOs) for all catered functions with guarantee numbers for client to sign and return prior to group arrival. Ensure all information is clearly detailed, accurate and all billing instructions are specified.
Order floral, linen, equipment rental, etc. Coordinate off-site events such as local tours, golf tournaments, Ag Heritage Park events, Alumni Center etc. as per the client's request. Use only hotel approved vendors and make sure that prices are marked up accordingly. Should the client bring in his/her own vendors ensure they provide the appropriate certificates of insurance to the Hotel prior to arrival.
Coordinate room drops and amenity orders with Guest Relations Coordinator and Front Office.
Demonstrate appropriateness in responding to clients at all times.
Return all calls within the same day.
Constantly communicate with all other departments heads both verbally and in written form.
Distribute all BEOs and Group Resumes at least 10 days and 7 days out respectively prior to the group's arrival.
Attend BEO meeting to review all upcoming groups/ events.
Attend weekly Ops meeting to review Group Resumes and answer any questions that Operations may have.
Follow up on all changes, additions, pop ups, cancellations or special requests promptly and ensure that all relevant information is communicated to all operating departments concerned accurately and timely.
Where applicable, send welcome amenities to meeting planner and VIPs upon arrival with card from Sales Manager and/or CSM. Obtain arrival information to ensure timely delivery.
Adhere to hotel policies and procedures.
Resolve function space concerns or other pertinent issues prior to group arrival.
Responsible for accurate group room nights and Banquet revenue forecast.
Initiate, develop and implement action plans pertaining to product, service, and revenue improvements.
Setup a pre-conference meeting with on-site group contact upon arrival when necessary. Present to client a pre-con packet containing a phone list of all departments, a copy of their Group Resume and BEOs as well as other useful general information.
Go over Group Resume, rooming list and BEOs with client for any last minute changes. Communicate latest information to all operating departments concerned promptly.
Receive and arrange storage for any shipments to the Hotel made by client prior to the group arrival.
Act as a liaison between the meeting planner and Hotel operations. Always be professional when dealing with client and hotel employees.
Promote and follow the departmental service basics and company philosophy.
Oversee and follow up with client during all phases of program in house to ensure client's full satisfaction with all arrangements.
Keep the Hotel Manager informed of any complaints or problems and assist in resolving them to client's satisfaction.
Review preliminary master account with contact upon departure.
Call to obtain feedback within 24 hours for local clients or 72 hours for out-of-state