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 focused on positive friendly interactions with guests and staff.
• Develop and maintain strong interdepartmental relationships and open communication lines to assure efficient transfer of information.
• Schedule meetings and business group activities at the hotel.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect supervisors.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to four (8) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 45 lbs. as needed.
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
• Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to travel on occasion, as needed.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Requires good communication skills, verbal, written and electronic.
• Considerable knowledge of complex mathematical calculations and computer programs.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess intermediate computer skills.
• Must Possess basic computational skills.
• Knowledge of computer programs, math skills as well as budgetary analysis capabilities required.
• Ability to analyze, foresee user needs, and makes judgments to ensure proper tools are provided at property level.
• Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system, and POS.
• Self-driven and able to work independently
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail
• Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

EDUCATION

Associate degree or equivalent from 4-year institution; or two years related experience and/or training; or equivalent combination of education and experience.

EXPERIENCE

• One to two years experience in Sales and/or Catering in hospitality industry preferred.

LICENSES OR CERTIFICATIONS

Ability to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.

EXEMPT POSITION

Exempt Staff Members are not covered by the overtime provisions and do not receive overtime pay. Exempt Staff members are paid a fixed salary that is intended to cover all the compensation to which they are entitled.

GROOMING

All Staff Members must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE

Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.