Catering & Conv Svcs Mgr - LSC

Job DetailsJob Location: Lone Star Court - Austin, TX 78758Position Type: Full TimeAre you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!

Come be a part of an AWARD-WINNING TEAM.

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Valencia Hotel Group is a collection of hotels that are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond. 

 

JOB SUMMARY

To provide the best service in the industry to our in-house groups.  Creatively upsell all hotel customers and to ensure that value paid is the value received, not only in product but in service and in ambiance.  Responsible for booking, soliciting and servicing local corporate and social business while building rapport and maintaining relationships.

 

ESSENTIAL DUTIES & FUNCTIONS


Operational Responsibilities


Manage calls, electronic and walk-in catering leads.
Provide conference services for the majority of in-house conventions.
Maximize Catering revenues from convention groups wherever possible and minimize erosion of check averages from price-sensitive groups.  Communication of function-arrangement to all responsible hotel departments.
Communicate with clients prior to conventions to initiate, negotiate, and close contracts for all catered functions.
Creation of profitable menus and distribution of client expectations to the Food & Beverage Departments.
Coordinate Catering support services (flowers, entertainment, decoration, A/V, etc.) to provide complete client satisfaction.
Physically double-check all function arrangements against the specifications of the client. Correct where necessary.
Solicit spin-off catering events from conventions based at competing hotels.
Solicit new and repeat business by directly selling in the local, social catering market
Build and maintain detailed notes, files and trace systems
Participate in daily business review meetings, BEO and Resume Meetings.
Prepare proposals, contracts, banquet event orders, resumes and all other paperwork related to individual bookings
Oversee client functions to ensure customer satisfaction.
Research and cost out new menu items, assist rooms salespersons in closing contracts.
Client contracts and effective communication to ensure repeat bookings.
Maximize revenues for the hotel through upselling techniques.
Other duties as assigned by the Director of Sales and Marketing.
Shows the clients the hotel facilities by conducting tours of the property
Meets budget and booking goals
Should have a basic knowledge of local and national trends regarding catering trends
Follow up promptly on leads
Block meeting space and sleeping rooms accurately in Thynk
Contribute to monthly and quarterly reports put out by Director of Sales & Marketing
Maintain the integrity of cost controls and proper maintenance of assets


Guest Services

Respond to guest inquiries, requests, concerns in a timely manner
Investigate and resolve any service issues properly addressing both internally recovering the guest as appropriate.
Make and receive calls regarding guest experience to ensure guest satisfaction.


Team Support and Training

Always be available to assist other departments as needed
Attend and complete company-mandated training
Attend and participate in company-organized training


Relentlessly train and motivate customer service employees
Communication and Reporting

Site Inspection Communication, Monthly Forecasts, Weekly Solicitation and Activity Reports
Provide and communicate detailed BEOs and Resumes (and updates) to ensure all departments are prepared to meet guest’s expectations.
Attend Daily Stand up and BEO meetings and communicate answers to any questions in a timely
Review and respond to emails effectively without delay


Safety & Compliance

Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations.
Report unsafe conditions
Ensure to complete all required certification, harassment, and safety and security training
Report any incidents and create an incident report on the same day




 

BASICS


Maintain cleanliness and organization in all work areas
Display courteous behavior with guests and team members
Report any unsafe conditions immediately
Ensure hotel equipment is in proper working condition
Perform any additional duties assigned by the supervisor


 

Physical Requirements


Sitting: Frequently
Standing/Walking: Frequently to include walking approximately one block to/from hotel location.
Lifting/Carrying: typically, less than 15lbs; occasionally lift