Conference Services Manager

POSITION PURPOSE:

The Catering & Conference Services Manager is responsible for planning and executing exceptional events while maximizing revenue and guest satisfaction. They negotiate with clients to create compelling event proposals, manage all event logistics, and oversee the execution of banquets and conferences, ensuring a seamless experience. This includes preparing banquet event orders (BEOs), coordinating with internal teams, and liaising with external vendors to meet client needs. They also optimize the use of event spaces, supervise team members, and maintain high service standards throughout the planning and event stages.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS:

Average Percent of Time

55% Pre-Event Planning:

• Transitions group booking from contract originator (Group and Catering Sales Manager) seamlessly; including one on one meeting with Manager to familiarize with the program and client

• Insuring Delph/Opera inventory is updated and accurate at time of file turnover based on contract.

• Confirm important details with client: upon receipt of signed contract, reconfirming cutoff date, room block, deposits, and other miscellaneous details; sets traces in Delphi accordingly

• Review all clauses in contracts, addressing any potential inventory, payment, etc. issues at time of recognition.

• Monitors Room Blocks with SC; provide pick up updates on a regular basis to Director of Revenue and revise as needed

• Up Selling of Program including: amenities, suites, special requests, transportation, F&B, decor, etc.

• Prepare and distribute group resumes; distributed 7 days prior to initial arrival

• Attend all resume meetings to review all group details to hotel departments

• Prepare all BEOs with ECC and DCC; receiving client sign off and distribute at least 10 days prior to event

• Responsible with SC for timely receipt and processing of all rooming lists prior to cut off date

• Oversees all pre-arrival information, check in arrangements, billing procedures, changes and any discrepancies directly with client and departments.

• Clear communication with Executive Banquet Chef and Banquet Department on program/setup/dietary requirements

• Processes all necessary paperwork to ensure any and all revenue losses (attrition/cancellations) are documented and confirmed with client and accounting/Revenue

25% On Site

• Key contact and maintains ownership of all program details from time of arrival to departure.

• Work with Group and Catering Sales Manager to be present at meetings and upon arrival.

• Prepare for and oversee all pre convention meetings (internal and with clients).

• Pre blocking guest rooms with SC when necessary to meet client requests when available.

• Prepares meal vouchers when necessary.

15% Post Event:

• Ensuring that all banquet checks are accurate post event

• Preparation of final billing and payment with accounting

• Final follow up thank you with client

SPECIFIC REQUIREMENTS:

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 management based upon the particular requirements of the company.

• Coordinate all requirements for various conference groups booked by the Sales and Catering Departments.

• Coordinate with the Sales Department to ensure proper utilization of function space to yield maximum revenues.

• Ensure satisfaction of client at the outset of all events.

• In this role, the Conference Services Manager will also be responsible for enforcing the terms of sales letter of agreement and guiding meeting planners through the planning process, ultimately ensuring their satisfaction.

• Communicates the needs and expectations of the client with all departments in the hotel.

• Ensure successful execution of groups, beyond the clients’ satisfaction.

• Collaborate with clients using creative and attractive menu presentations and event proposals, to achieve both maximum revenue/profit potential and fulfillment of contractual responsibilities while satisfying client needs.

• Finalize the requirements of confirmed bookings while maximizing revenue potential through up selling and ensuring effective communication both written (Resumes, BEO, Daily Reports) and personal contact with all departments for the success of the event.

QUALIFICATION REQUIREMENTS

• Strong analytical skills, with experience in data-driven decision-making and KPI tracking.

• Excellent written and verbal communication skills, with experience in content creation and storytelling.

• Ability to manage multiple projects simultaneously in a fast-paced environment.

• Words Per Minute typing of 60

• Leadership and team-building abilities

• Return all phone calls on the same day and demonstrate timeliness in getting proposals to client.

• Always maintain a professional image in appearance/attire and conduct when dealing with meeting planner and hotel employees.

• Basic mathematical skills to complete reports and working knowledge of financial statements and forecasting techniques.

• Strong computer skills including Excel, PowerPoint, Word.

• Ability to work under pressure and deal with stressful situations during busy periods.

• Interpersonal skills to provide overall guest satisfaction.

OTHER:

Due to the industry that we are in, a need will occur for each associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing customer satisfaction and as a result there will be times when our associates in the Operations will call upon us for support in order to ensure customer satisfaction occurs. When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.

ORGANIZATIONAL RELATIONSHIPS

Directly reporting to this position (titles): Director of Catering & Conference Services.

EDUCATION

Bachelor’s Degree or equivalent work experience required.

EXPERIENCE

• A minimum 3 year of previous experience in a hotel sales office, preferably in a 4-5 star hotel.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance (specific standards available).

PHYSICAL REQUIREMENTS:

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours;

Constant – 6-8 hours

Physical Activity Frequency

Sitting Constant

Walking, climbing stairs Frequent

Crouching/Bending/Stooping Occasional

Reaching Occasional

Pushing/Pulling Occasional

Near Vision Frequent

Far Vision Occasional

Hearing Constant

Talking Constant

Lifting/Carrying (15 lbs.) Occasional

Travel Rare

BENEFITS: At Trump International Hotel and Tower Chicago, we offer a range of employment benefits for this Full-Time position, subject to any applicable eligibility, enrollment and/or benefit plan requirements. An overview of the benefits offered can be found on the Hotel's Career Center webpage here: Click Here.

E-VERIFY: Trump International Hotel and Tower Chicago participates in the federal E-Verify program, an electronic system that verifies employment authorization in the United States by comparing information from an employee’s Form I-9, Employment Eligibility Verification, with government databases. The company uses E-Verify only after an employee has accepted a job offer and completed the Form I-9. The company does not use E-Verify to pre-screen job applicants or candidates who have not received a job offer from the company.