Client Services Manager

AccorHotel • Louisville, KY

3h • Onsite

About The Position

The Client Services Manager coordinates overall client communication and planning management for all events in the hotel’s event spaces, both contracted and internal. In this administrative focused role, the Client Services Manager works closely with the Sales team to manage details of group stays for seamless guest experience. The person in this role guides clients in planning all aspects of their events by working closely with the Event & Culinary Teams to coordinate and facilitate successful guest experiences and profitability.

Requirements

• Requires advanced knowledge of Event Planning. May require considerable working knowledge of other major areas in the hotel and the skill to integrate and communicate that information.
• Competent with Windows-based computers, Microsoft Office, and familiar with industry standard software (Delphi and Opera) a plus.
• Ability to effectively communicate with guests in a friendly and positive manner, in order to meet client needs and resolve concerns.
• Manages time well, prioritizing tasks and able to manage several tasks simultaneously.
• Familiarity with hotel operations, services, and facilities.
• Demonstrates enthusiasm for all things 21c
• Must pass a background check
• At least two years working in Event Planning, ideally in a hotel environment.

Nice To Haves

• Four-year college degree preferred

Responsibilities

• Ownership of all event detailing and planning including daily client correspondence, site visits and menu tastings.
• Work directly with clients to plan all details of their event, including but not limited to: menus, set-ups and floorplans, AV needs, timelines, etc.
• Creates innovative set-ups, menus, and functions for groups.
• Ensures successful events, exceeding client needs and company profitability guidelines.
• Plans all 21c/in-house events and assists in off-site promotional events as needed.
• Answers questions from clients confidently
• Upsell items and services that we offer and are able to execute successfully
• Generates creative and innovative menus while working closely with our Culinary Team
• Coordinates with Sales Team & Culinary Team to ensure profitable bookings.
• Manages event space and logistics to maximize utilization, revenue and operational efficiency in coordination with Sales Team.
• Assists Sales Team with incoming client inquiries and develop relationships with new clients, including: menu selection, audio visual needs, event space set up, logistics and timelines, food & beverage minimums, special requests
• Develops strong communication with Event & Culinary Teams.
• Develops a preferred vendors list and maintains vendor relationships.
• Create, maintain and manage guest room blocks and rooming lists, including group booking links in coordination with Sales Managers.
• Owns Booking Deposits process including but not limited to: creating Posting Master Accounts, managing deposit schedules, sending out weekly deposit reports and charging deposits.
• Coordinate billing details and updates with clients, Sales Team and Finance.
• Review final posting master after group/event actualizes prior to charging and sending to client.
• Works with Front Desk Team to coordinate Amenities for guests and groups by ensuring Amenities are entered into system correctly. Oversee delivery of amenities in coordination with Front Desk and F&B teams.
• Maintain & Update Delphi regarding events, menus, etc.
• Maintain & Update Amenities in Opera/Alice
• Enter actuals and pick-up in Delphi.
• Create, maintain & update Resumes & BEOs for all groups and events. Share with hotel teams prior to weekly meetings, and re-distribute immediately upon updates.
• Lead weekly BEO meetings; Actively participate in weekly Resume meeting
• Follows accounting processes in regard to revenue reporting, ensures all events are reported and accounted for correctly
• Review Daily Revenue Report for accuracy of covers, revenue and categorization
• Maintains a good working relationship with guests, groups, as well as leaders and teammates from other departments.
• Demonstrates clear, concise written and verbal communication skills with team.
• Adheres to deadlines for both clients and internal departments.
• Maintains lines of communication between Events, Culinary & Front Desk Teams.
• Expert & Cheerleader for all things 21c. Can easily talk with guests about hotel, restaurant, museum and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree