Conference Service Manager

CONFERENCE SERVICE MANAGER

Miami, FL

The DoubleTree by Hilton Miami Airport Convention Center  is seeking an experienced Conference Service Manager to join our team.  This position is 100% on-site, no remote work. 

The DoubleTree by Hilton Hotel Miami Airport Convention Center is conveniently situated just south of Miami International Airport off the Dolphin Expressway adjacent to the Blue Lagoon Business District. The hotel features 334 guestrooms, onsite dining, fitness room, outdoor pool, business center, complimentary High-Speed Internet Access, 24,000 square feet of retail space, 20,000 Square feet of Hotel Meeting and Function Space and a Convention Center with 152,000 square feet of meeting, event and exhibit space.

This position will be an exempt position and will report to the Director of Sales & Marketing.

The Conference Services Manager is responsible for performing total meeting management for all assigned groups. Responsible for coordinating and servicing conference/group business from the time of assignment, through meeting dates until final payment of account. The Conference Services Manager plan, organizes, and manages the in-house details for groups and conference bookings (guest rooms, menus, set-up, audio visual requirements, specific menu details and meal plan, recreation, dining, off site activities, billing, lodging and VIP arrangements, etc.). Arranges, coordinates and communicates all aspects of group business after the sales process have been completed.

Job Responsibilities: 

Essential functions include but are not limited to:

• Plan, upsell and detail the program with the client including verification and modification of space requirements, guestrooms, times, equipment, menus, themes/decorations, etc. 
• Prepare the appropriate group resumes and paperwork to ensure quality service.
• Manage function details and related activities to ensure that program requirements are satisfied.  Anticipate and handle customer complaints and/or problems to ensure experience service delivery, customer satisfaction and repeat business.
• Prepare correspondence to customers, internal booking reports and file maintenance.
• Participate in daily business review meetings, plan and document pre- and post-convention meetings, training and other catering sales related meetings as required.
• Work with other departments within the hotel to provide quality service to customers.  
• Ensures that predetermined sales expectations are met or exceeded. 
• Conducts tours of the hotel and banquet facilities with clients. 
• Accurately records all group bookings, pick-up and cancellations in Delphi in conjunction with reservations and sales departments.
• Maintaining accurate Delphi traces up to date on all group communication with clients.
• Following proper event management procedures for event execution to include, but not limited to, BEO creation, resume communication, amenity/VIP designation and room block management.
• Producing accurate banquet/catering event orders and resumes within timeframe set by hotel.
• Creating a dynamic and positive relationship with customer from sales phase through on-site execution of event.
• Maintains well documented accurate, organized, and up-to-date file management to serve client and employer needs.
• Maintains effective trace system including trace dates and references in Delphi to best meet client needs. Document tracking of group activity.  Access and input data into Delphi account traces to generate account history reports.
• Develops strong customer relationships through appropriate client communication and the use of professional, courteous, and ethical interpersonal interaction.
• Assist groups/clients in off-property activities.
• Maintain knowledge of all hotel services/features and hours of operation.
• Handle inquiry calls according to departmental procedures. Qualify rooms and space requests by obtaining the necessary information required to assign the lead to the proper sales manager.
• Manages assigned groups and meetings with introductory call, follow up with clients, coordination of details, completion of accurate Event Orders and post event/group follow up on a timely basis.
• Communicates all changes on Event Orders to other departments.
• Personally, greets all meeting contacts upon arrival to finalize any arrangements and to guide the client to the facility and staff. Keeps in constant contact with clients during entire stay.
• Ensures billing is correct before sent to client. Handles client billing questions efficiently and expediently.
• Posts necessary charges for groups if necessary.
• Manages Group Rooming List process and room reservations with the reservations and revenue analyst teams.
• Performs all other duties assigned by Management.
• Plan, conduct and document pre & post-convention meetings with clients and applicable departments.
• Document all guest requests/complaints and communicate such to respective personnel for proper handling. Follow up on guest satisfaction.
• Maintain confidentiality and security of specified hotel information, correspondence, reports, and files.
• Oversee client functions to ensure our group/ event guests have the highest quality experience possible while maintaining a profitable department.
• Responsible for developing and maintaining a professional working relationship with internal departments and department heads.
• Maintain strong client relations and ensure that convention specifications are communicated and executed for a successful experience.
• Review sales contracts, room blocks, cut-off dates, special concessions, deposits, payments and attrition and cancellations clauses when group is turnover.
• Verify credit information submitted for the group at point of turnover, to include estimated amount of billing, billing type and appropriate contact information.
• Communicate with sales, front office and /revenue -reservations to coordinate and monitor guest room blocks and special reservation needs.
• Monitor and manage room blocks according to contract utilizing group history reports and information given by clients to maximize hotel revenue, and making adjustments if necessary before the group departure.
• Monitor and enforce program deadline dates, group cutoff dates and work with clients to release meeting space or guestrooms not needed to maximize hotel revenues.
• Produce and distribute group resume three weeks prior to the first day of main group arrival and communicate any changes and updated information to hotel departments.
• Daily, review group folios, BEO’s and Banquet checks with the client to ensure accuracy of group charges before the group departure.  Meet with client the last of the group departure to review the entire group and get the bill signed and all back up information signed by client to process group billing.
• Check sleeping room and suite block, special room concessions and rates as outlined in contract as well as updating group reservations with any changes.
• Verify and check group pick and send accurate information to the Sales Coordinator for group commission process.

Supportive Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

• Maintain good working relations with preferred vendors of the hotel.
• Maintain up to date information on program and food and beverage events in hotel’s inventory management system.
• Work in liaison with the banquet and banquet kitchen departments to ensure timely deliverance and execution of the event.
• Responsible for sufficiently washing room block, covers and average check for an accurate forecast in Delphi.
• Establish and maintain rapport with clients, prior to, during and post conference, encouraging repeat business.
•  Drive function space optimization/maximization, to ensure best utilization of space for guest experience and optimal financial performance of department. 
• Ensure guest/group experience while onsite, through personal interaction and attendance at functions throughout the stay.
• Attend necessary meetings within the hotel that affect/are affected by the Sales, Catering, Conference Services and/or Events departments. 
• The Conference Services Manager may be called upon to work extended work weeks, including weekends, to accommodate a client's needs as well as any functions they are overseeing.

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Work may require evening, night, holiday, or weekend assignments.

 Qualifications/ Skills:

• Knowledge of Sales & Catering management system Delphi, Group Resumes and BEO’s (Banquet Event Order) Is a must.
• Ability to remain stationary at assigned post for extended periods of time.
• Ability to be mobile/walk for lengths at a time.
• Work exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to input and access data on a computer.
• Ability to promote positive relations with all telephone callers.
• Ability to ascertain callers' needs and comply with such to ensure caller's satisfaction.
• Ability to be a clear thinker who can remain calm in pressure situations.
• Ability to focus attention on details, be well organized and follow up.
• Ability to maintain confidentiality of guest information and designated hotel data.
• Ability to work with minimal supervision.
• Ability to work cohesively with other departments as part of a team.
• Some college or business school training. High school graduate.
• 3-4 years previous experience in Hospitality industry.
• Previous experience in the role (Conference Services Manager) is a must.
• Ability to clearly communicate with proper grammar in English with guests/visitors and hotel personnel to their understanding.
• Spanish as a second language a plus.
• Ability to provide legible communication.
• Ability to compute basic mathematical calculations.
• Knowledge of Windows, Word/Excel.

The DoubleTree by Hilton Miami Airport Convention Center offers Medical, Dental, Vision, a 401k plan, Hilton travel benefits, free lunch, and parking.

The DoubleTree by Hilton Miami Airport Convention Center is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. M/F/V/D