Convention Services Manager

DRIFTWOOD HOSPITALITY MANAGEMENT•Falls Church, VA

1d•Onsite

About The Position

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel. This role prepares all event documentation and coordinates with group sales and/or catering sales, hotel departments, and customer to ensure consistent, high-level service throughout pre-event, event, and post event phases of hotel events. It ensures all hotel events have a seamless turnover from sales to service back to sales. The manager establishes opportunities to maximize revenue opportunities by upselling and offering enhancements to create outstanding events. They plan, organize, and manage the in-house details for all group and convention bookings (i.e., guest rooms, menus, set-up, etc.). They participate in negotiating meetings/functions, rooms, rates, and all related requirements. The position ensures maximization of room and meeting space, revenues, and profits while delivering a quality product. They report and critique all activities to the Director of Convention Services or Director of Sales. They are also responsible for enlivening the Brand Standards within the Department and the hotel and supporting all Corporate and hotel initiatives as needed.

Requirements

2 or more years of hotel catering and rooms experience in the hospitality industry
Proven track record of a consistent ability to provide quality service
Strong verbal and written English communication skills
Knowledge of the Hotel, Westmont and brand policies and procedures
Knowledge of the catering, food & beverage with banquet knowledge
Skills needed to manage the people and variables encountered in the development and implementation of major functions
Computer literate in MS Word, Excel, and PowerPoint
Ability to use standard software applications and hotel system
Strong communication skills (verbal, listening, writing)
Strong problem-solving skills
Strong customer and associate relations skills
Strong presentation and platform skills
Strong organizational skills
Strong “closing skills”
Strong ‘persuasion” skills
Effective decision-making skills
Effective influence skills

Nice To Haves

Previous leadership experience preferred
Computer literate with Delphi preferred

Responsibilities

Prepare all event documentation and coordinate with group sales and/or catering sales, hotel departments, and customer to ensure consistent, high-level service throughout pre-event, event, and post event phases of hotel events.
Ensure all hotel events have a seamless turnover from sales to service back to sales.
Establish opportunities to maximize revenue opportunities by upselling and offering enhancements to create outstanding events.
Plan, organize, and manage the in-house details for all group and convention bookings (i.e., guest rooms, menus, set-up, etc.).
Participate in negotiating meetings/functions, rooms, rates, and all related requirements.
Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product.
Report and critique all activities to the Director of Convention Services or Director of Sales.
Enliven the Brand Standards within the Department and the hotel.
Support all Corporate and hotel initiatives as needed.
Plan, upsell and detail the program with the client including verification and modification of space requirements, times, equipment, menus, themes/decorations, etc.
Prepare the appropriate resumes and paperwork to ensure quality service.
Monitor Convention Groups Room Requirements to ensure all convention attendees receive commitments made in the hotels’ agreements.
Manage function details and related activities to ensure that program requirements are satisfied.
Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business.
Improve hotel convention services' products through; (a) the development of new sales tools, menus, themes, and decorations, (b) the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs.
Monitor and control individual event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.
Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details.
Follow up with customer post-event.
Act as liaison between hotel and customer throughout the event process (pre-event, event, post-event).
Make presence always known to customer during this process.
Be available to solve problems and/or suggest alternatives to previous arrangements.
Oversee his/her customer experiences from file turnover through the post event phase until turnover back to sales.
Proactively identify operational challenges associated with his/her group and work with the hotel staff and customer to solve these challenges and/or develop alternative solutions.
Lead pre-event and post-event meetings for assigned groups.
Facilitate various meetings as necessary (Banquet Event Order meeting, block review, etc.).
Manage group room blocks and meeting space for assigned groups.
Greet customer during the event phase and hand-off to the operations team for the execution of details.
Adhere to all standards, policies, and procedures.
Integrate current trends in the meetings & special events industry.
Perform other duties as assigned to meet business needs.
Perform special projects and other responsibilities as assigned.
Participate in task force for Hilton as required.
Communicate function requirements to appropriate areas in the hotel, resolve issues or problems to ensure quality product delivery and customer satisfaction.
Ensure a high level of customer satisfaction and build long terms mutually beneficial customer relationships to support future revenue growth.
Display leadership in guest hospitality and ensure consistent, high-level service throughout all phases of hotel events.
Ensure products and services sold to the Event Planners meet or exceed their expectations, create loyalty and leads to increased market share.
Set a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels.
Effectively respond to and handle guest problems and complaints.
Review Guest Service Results with leaders.
Participate in the development and implementation of corrective action plans.
Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Utilize Delphi or other hotel system to capture and manage customer information daily.
Apply broad business knowledge and balance both a short- and long-term perspective to generate strategies while leading the organization to achieve them.
Hold self and others accountable for achieving results.
Address conflict in a timely manner.
Contribute to team results.
Deal with change effectively.
Make decisions, including employees/team and commit to a course of action with available information.
Eliminate insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.
Treat people fairly, with dignity and respect.
Work to meet goals in a manner that does not disadvantage other employees or groups.
Demonstrate business ethics and personal integrity, i.e., is widely trusted; is seen as a direct, truthful individual.
Listen and respond to others.
Be interested in other’s views even if they counter own views.
Proactively ensure that others have the accountability, authority and resources necessary to both manage work execution and drive for results.
Allocate time and resources effectively when faced with competing demands.
Overcome obstacles to accomplish challenging objectives.
Follow through on inquiries, requests, and complaints.
Actively pursue learning and self-development to enhance personal, professional and business growth; share learning; demonstrate depth of knowledge in technical or specialized area.
Act independently to improve and increase skills and knowledge.
Demonstrate an awareness of personal strengths and areas for professional improvement.
Share learning, innovations, and best practices with others.
Be willing to learn from others.
Perform all technical/procedural requirements of the job.