Convention Services Manager

Omni Hotels & Spas•Fort Lauderdale, FL

About The Position

The Convention Services Manager enforces the terms of sales and contracts and guides meeting planners through the planning process. Serving as a liaison between meeting planners or clients and the hotel, the manager ensures information is communicated accurately and details convention services events. The position is eligible for the Omni Sales Incentive Plan. The manager negotiates event proposals and menus, gathers event specifications, optimizes function-space use, prepares and distributes group resumes, banquet event orders, and diagrams, and coordinates room-block yield, attrition, billing, and deposits. The manager conducts planning and post-event meetings and site inspections, oversees arrangements and changes while events are on site, and remains available to planners to resolve questions and issues. The role builds customer relationships, participates in hotel meetings, represents the hotel professionally, supports accurate food-and-beverage and guest-room revenue forecasting, and mentors administrative and management staff as assigned.

Requirements

At least 3 years of experience as a Convention Services Manager at a similar-sized and similar-type hotel.
Experience managing large groups, events, and conventions with attendance ranging from 2 to 500 or more guests.
Expert time-management skills.
Expert customer-facing service skills, including patience and professionalism.
Strong food-and-beverage knowledge for large-scale events.
Expertise guiding customers on event setups and diagrams across event types.
Strong knowledge and experience with events involving large outsourced exhibits, drayage, and production companies.
Demonstrated success managing complex events such as weddings, holiday parties, social parties, food shows, professional teams, government delegations, large-scale exhibits, and specialized group functions.
Ability to focus on guest needs while remaining calm and courteous.
High level of responsibility and reliability.
Strong interpersonal and problem-solving abilities.
Ability to work independently and seek guidance when needed.
Computer proficiency, including Delphi; Microsoft Excel, PowerPoint, and Word are required. Experience with Social Tables and FDC is also specified.
Ability to communicate clearly and pleasantly in English, in writing, in person, and by telephone, with guests, management, and coworkers.
Ability to enter information accurately and efficiently into computer systems.
Ability to work respectfully and cohesively with coworkers inside and outside the department.
Ability to think clearly and quickly and make concise decisions.
Ability to work under pressure while handling multiple guest and manager requests within a short period.
Strong organizational, prioritization, and multitasking skills in a fast-paced environment, including meeting deadlines.
Ability to handle stressful situations while maintaining a calm, welcoming, and respectful demeanor.
Strong customer-service focus and passion for memorable, personalized guest experiences.
Ability to work a variety of shifts, including early mornings, nights, weekends, and holidays.
Ability to sit and perform repetitive motions, including using a telephone and computer for extended periods or an entire shift, and to move at a quick pace for extended periods.
Ability to regularly stand and sit; frequently walk, use hands to finger, handle, or feel, taste and smell, and talk or hear; and regularly lift or move up to 50 pounds.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions from groups and individuals.
Ability to solve practical problems with limited standardization and interpret written, oral, diagrammatic, or scheduled instructions.
Required vision abilities include close vision, distance vision, and the ability to adjust focus.

Nice To Haves

Certified Meeting Planner certification is optional.

Responsibilities

Negotiate with customers using creative menus and event proposals to maximize revenue and profit while meeting contractual responsibilities.
Obtain event information, including meeting specifications, audiovisual needs, rooming lists, food and beverage requirements, and food and beverage revenue forecasts at least 60 days before arrival.
Optimize function-space use for guest experience and hotel financial performance.
Prepare and distribute accurate group resumes, banquet event orders, and diagrams to operating departments on time.
Yield sleeping-room blocks and function space accurately and calculate applicable attrition with accounting.
Follow up on billing procedures and ensure deposits or credit applications are received within acceptable time frames.
Conduct pre-convention and post-convention meetings with customers and relevant hotel departments.
Conduct planning site inspections as required.
During conventions, ensure meeting arrangements meet planner specifications and manage on-site changes efficiently.
Remain available to meeting planners by phone, email, and in person to troubleshoot questions during conventions.
Build and maintain customer rapport before, during, and after conventions to exceed expectations and encourage repeat business.
Attend hotel meetings that affect or are affected by Convention Services, including standups, BEO and resume reviews, and guest-room pickup meetings as needed.
Resolve challenges that arise during events and represent the hotel professionally.
Mentor and develop administrative and management staff for future growth as assigned.
Forecast food and beverage events monthly and yearly.
Assist the Group Housing Coordinator with guest-room revenue forecasting.
Act as a liaison between groups and the hotel and coordinate hotel staff through banquet event orders and resumes to support successful group stays.