Conference Services Manager

Tandem Hospitality Group • Lakewood, CO

1d • Onsite

About The Position

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 plans, 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 has been completed.

Requirements

• High School Diploma or Equivalent required
• Minimum of 2 years hotel sales/catering experience
• Knowledge of the operations of the hotel industry.
• Dynamic, enthusiastic, creative leader who thrives under pressure and can perform multiple functions and troubleshoot when needed.
• Requires knowledge of intermediate sales techniques.
• Highly developed customer service skills with strong attention to detail.
• Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel, and Outlook.

Nice To Haves

• college degree preferred
• Event Temple and/or Opera Cloud experience preferred.

Responsibilities

• 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 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.
• 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.
• 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 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.

Benefits

• Paid time off
• Medical, dental, & vision insurance for eligible employees
• Eligible to participate in Company's 401(k) program with employer matching after 90 days
• Flexible spending accounts
• Basic Life and AD&D insurance
• Company-paid life insurance for eligible employees
• Employee Paid Short- and Long-Term Disability
• Employee Assistance Program
• Hotel discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED