Senior Conference Services Manager

Overview

The Senior Conference & Event Services Manager at Terranea Resort is responsible for the management of all aspects of Conference Service Planning in accordance with Hotel standards. Coordinates details and menus for clients' functions and maintains budgeted revenues through solicitation of business while controlling expenditures. Provide additional leadership as a senior member of the Conference Services team.

Responsibilities

• Work closely with Assistant Director of Meetings & Special Events to provide additional leadership to large Conference Services team, leading by example and through training and daily interactions.
• Regularly serve as service manager for high profile meetings/conventions and key accounts
• Responsible for elevating the meeting planner and guest experience for all group clients
• Expert in inputting and accessing information in the property management
• Systems.  Be the go to problem solver and trainer for team. 
• Previous guest relations training; acting Lead for guest recovery when Management not readily available. 
• Maintain complete knowledge of, and comply with, all departmental policies/service procedures/standards.  Responsible for updating and keeping documents, and to lead in team meeting quarterly.   
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Meet daily with staff to review status of business, schedules, priority assignments, bookings and all information pertinent to the department operation.
• Check with your Coordinator throughout the day to ensure that all clerical work is processed on a timely basis.
• Direct and monitor the performance of staff, ensuring that all procedures are followed. Correct any deficiencies with respective personnel.
• Organize and delegate traces for follow-up; be familiar with status of each.
• Review the Captain's reports/log book for previous day functions; follow up any problems noted and file.
• Review Banquet sales for the previous day; resolve discrepancies with Accounting. Track revenue against budget.
• Review Banquet checks for the previous day's functions; ensure accuracy of charges and presence of guest signature. Resolve discrepancies.
• Help to maintain the departmental manual identifying all policies relevant to booking functions with respective charges. Ensure that coordinators are knowledgeable of:a) function room capacities and various set ups.b) blocking space (definite/tentative).c) use of all forms.d) menus and pricing.e) guarantee policy.f) cancellation policy.g) payment policy.h) room rental charges.i) corkage fees.j) food handling policy.k) service charges.l) coat room policy.m) miscellaneous pricing (floral, entertainment, etc.).n) shipping/receiving policies.o) lost and found policy.
• Ensure that staff are familiar with Banquet service standards to better sell the facilities.
• Review staff's request to block space to ensure that appropriate space is blocked to accommodate the group's requirements and to maximize labor costs.
• Ensure client files are kept organized and current with all required information.
• Monitor and handle client calls with responses on a timely basis.
• Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.
• Monitor response time to emails, ensuring that all messages are returned within 24 hours at a minimum.
• Meet with clients to work out the details of their functions. Escort clients through the property and highlight features of facility as well as available services.
• Suggestively sell menus which meet the client's needs and maximize revenues.
• Where appropriate, entertain clients in the hotel outlets. Make reservations at non-peak times in order to allow the outlet to provide the best service.
• Adhere to all Accounting policies regarding payment.
• Meet with the Executive Chef to plan special requests for clients and special event menus. Arrange introductions between the client and Chef.
• Where appropriate, coordinate arrangements for a Chef's table.
• Ensure that all definite functions are detailed accurately on Banquet Event Orders, signed by clients and distributed to designated departments on a timely basis. Resolve any discrepancies with respective