Conference Service Manager

POSITION PURPOSE

This position is responsible for planning, organizing, and coordinating functions and guest rooms for assigned group accounts, in accordance with hotel policies and quality standards, to ensure customer satisfaction, maximize profitability and generate return business.

ESSENTIAL RESPONSIBILITIES

• Manage group and catering accounts to maximize business potential.
• Create a dynamic and positive relationship with customer from sales phase through onsite execution.
• Achieve or exceed contracted food & beverage revenue minimums.
• Negotiate contracts, ensuring that all pertinent aspects of solicitation and closing are complete and documented.
• Make on-site and field presentations to prospective clients.
• Identify opportunities to up sell customer through food & beverage offerings, room upgrades, AV and lighting upgrades and spa services, if applicable
• Conduct unique site inspections that create a WOW experience for the customer.
• Consistently meet and exceed individual goals and hotel budgets.
• Translate wants and needs into success for the customer and Azul Hospitality.
• Responsible for managing group room block cut off dates or extensions, attrition projections and room block utilization.
• Use Revenue Management resources to help make informed decisions and maximize revenue.
• Look for ways to improve processes and enhance sales systems.
• Maintain accurate CI/TY information on all bookings, specifically program details, client correspondence, traces, and to-do lists
• Apply an in-depth knowledge of property amenities to find opportunities to increase profitability.
• Produce and distribute 10-day Events Schedule and BEO Packet, as well as Daily Events Schedule
• Preside over weekly 10-day BEO reading and daily 3-day BEO readings
• Understand and respond to all guest needs and requests in a timely and professional manner.
• Follow proper event management procedures for event execution to include but not limited to BEO creation, F&B forecasting, resume communication, amenity/VIP designation and room block management.
• Write resumes for each group giving the hotel's departments an overview and schedule of the conference and its objective, details of the meeting agenda, AV requirements, VIP's, billing arrangements and amenity requests.
• Plan group's food and beverage events, including assistance with menu and wine selection, decorations, entertainment, and audio visual.
• Create and execute accurate banquet event orders that include detailed information on the agenda, menu items, room set up, and billing arrangements.
• Meet the client upon arrival and conduct pre-conference review, including the introduction of Department Heads, overview of events, and guest arrival details.
• Conduct post conference review with clients including the presentation of banquet checks when applicable.
• Drive strategies to develop long term business relationships and repeat business.
• Create customized Wedding Packages, Menus, and proposals, etc.
• Provide client support to include processing client leads, investigating hotel and preferred guest program issues, and acquiring or sending collateral materials.
• Provide hotel support to include following up on outstanding responses, calling, faxing and emailing clients with responses and answering requests.
• Report generation as needed.
• Act as liaison between hotel and meeting planner to ensure a successful event. This includes obtaining rooming lists, establishing billing, overseeing group room blocks, welcoming VIP's, overseeing amenity requests, handling on site event logistics, coordinating outside vendors, and enforcing the contract.
• Review all bills that are sent to the client, ensuring they are accurate and timely to maximize return business. Compile any cancellation/attrition charges for the group. Send thank you notes and meeting critiques with every bill, and ensure any feedback is communicated and responded to according to hotel guidelines.
• Be an active part of the property team supporting and developing the desired Azul Hospitality culture.
• Drive product quality and a unique guest experience at every opportunity.
• Take pride in the overall look and feel of the hotel never walking past something out of place.
• Maintain a refreshing attitude