Conference Services Manager

Concord Hospitality Enterprises•Austin, TX

9h•$32 - $39•Onsite

About The Position

The Conference Services Manager (CSM) is responsible for providing the highest levels of customer service to internal partners and external clients, ensuring a successful experience for planners and attendees to foster repeat and referral business. This role requires quick, timely, and professional communication, excellent time management, self-motivation, and attention to detail. The CSM will manage all aspects of pre-event, event, and post-event details, including room blocks, meeting space, concessions, and billing. They will also work with partners to forecast revenues, understand hotel products and services, and utilize digital sales systems and revenue strategies. The position may require varying schedules and locations, and often involves independent work or team leadership. The CSM is expected to meet performance metrics, own their career development, and comply with company policies.

Requirements

Highest levels of customer service
Quick, timely, and professional communication
Excellent time management, self-motivation, and organizationally savvy with a keen focus on details
Ability to participate in internal meetings, conference calls, reporting, planning, and other communications
Ability to prepare for and participate in client site visits, tasting panels, pre- and post-cons planning meetings, networking, and other customer-centric meetings
Ability to monitor and manage all aspects of pre-event, event, and post-event details
Ability to track, detail, and communicate event particulars
Ability to forecast group rooms and F & B revenues
Knowledge of hotel’s food and beverage products, pricing and presentation
Knowledge of hotel’s function space, audio visual, and other event-related details
Willingness and ability to attend customer functions as needed
Willingness to work varying schedules and at varying locations
Ability to work independently with minimal direct supervision or as a team leader
Ability to work in a unified and collaborative way that fosters teamwork
Entrepreneurial spirit to make the best possible decisions for the hotel
Ability to meet goals and performance metrics
Willingness to own career development and advocate for training and job opportunities
Ability to comply with company policies and procedures

Nice To Haves

Experience with digital sales systems (i.e. Delphi, CI/TY, PMS, etc.)
Understanding of hotel revenue strategies (i.e. product pricing, budgeted goals, etc.)

Responsibilities

Provide the highest levels of customer service to internal partners and external clients at all times. Deliver a successful experience for the planner and attendees with the goal of garnering both repeat and referral business.
Respond in a quick, timely, and professional manner to all internal partners and external customers, and deliver clear and concise communiqué that is representative of Concord Hospitality via all avenues of communication.
Demonstrate excellent time management, self-motivation, and organizationally savvy with a keen focus on details.
Prepared for and participate in all necessary internal meetings, conference calls, reporting, planning, and other communications required for this position. Also prepare for and participate in client site visits, tasting panels, pre- and post-cons planning meetings, networking, and other customer-centric meetings.
Effectively and efficiently monitor and manage all aspects of the pre-event, event, and post-event details: Track, detail, and communicate the particulars of each assigned event and group -- including but not limited to -- room blocks, meeting space, special concessions, group history and other reports, cut-off and other key dates, contract clauses, group resumes, event orders and BEO’s, billing details, and other integral aspects of groups and events.
Work with internal and external partners to accurately forecast group rooms and F & B revenues, as well as understand the conditions and strategies that will maximize released space and rooms and impact hotel revenues.
Gain knowledge of hotel’s food and beverage products, pricing and presentation, and learn about the hotel’s function space, audio visual, and any other details related to event success.
Learn and use digital sales systems (i.e. Delphi, CI/TY, PMS, etc.) and understand the hotel’s revenue strategies (i.e. product pricing, budgeted goals, etc.). Implement these tools and resources in order to accomplish individual and team goals and efficiently complete job duties.
Due to the nature of groups and events, be willing and able to attend customer functions as needed. The CSM may be required to work varying schedules and at varying locations required by needs of the business.
Most tasks performed by the CSM are conducted independently and with minimal direct supervision, or in a team environment with the employee acting as a team leader. Endeavor to work in a unified and collaborative way -- one that fosters team work -- and adopt an entrepreneurial spirit that enables one to make the best possible decisions for hotel and achieve the team’s overall goals.
Work to consistently meet the goals and performance metrics as required for this position, as outlined by hotel brand, Concord, your Regional VPS, and your supervisor.
Own your career development and be an advocate for training and job opportunities that will allow you to continue to hone and develop your talents, skills, creativity, and personal and professional growth.
Carry out any reasonable requests made by Management, and seek to comply with company’s policies and procedures.