Convention Services Manager

Omni Hotels & Resorts•Fort Lauderdale, FL

About The Position

The Convention Services Manager enforces sales and contract terms and guides meeting planners through the planning process. Serving as the liaison between clients and the hotel, the manager ensures event information is communicated correctly and coordinates convention services events at the property. The position is eligible for the Omni Sales Incentive Plan. The role manages events from initial planning through post-convention follow-up, coordinating with hotel departments to deliver events according to client specifications. It includes forecasting food and beverage events and assisting with guestroom revenue forecasting, managing function space and room blocks, coordinating event documentation and billing, and addressing on-site needs and changes. The manager also mentors administrative and management staff as assigned. The role requires customer-facing service, sound judgment, organization, and the ability to manage complex events in a fast-paced environment. The manager must be available to work a variety of shifts, including early mornings, nights, weekends, and holidays. The job involves periods of sitting and repetitive computer or telephone use, moving at a quick pace, and regularly standing, sitting, and lifting or moving up to 50 pounds.

Requirements

At least 3 years of experience as a Convention Services Manager at a similar-sized and similar-type hotel, managing large groups, events, and conventions with attendance ranging from 2 to 500 or more guests.
Expert time-management skills.
Expert front-facing customer-service skills, including patience and professionalism.
Strong food and beverage knowledge related to large-scale events.
Expertise guiding customers on event setups and diagrams for different event types.
Strong knowledge of 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.
Highly responsible and reliable, with strong interpersonal and problem-solving abilities.
Ability to work independently and seek guidance when needed.
Computer proficiency with Microsoft Windows applications, Social Tables, FDC, and Delphi; Delphi experience is required.
Ability to communicate clearly and pleasantly in English with guests, management, and coworkers in writing, in person, and by telephone.
Ability to input information accurately and efficiently into computer systems; Microsoft Excel, PowerPoint, and Word are required.
Ability to work cohesively and respectfully with coworkers inside and outside the department.
Ability to think clearly and quickly and make concise decisions.
Ability to work under pressure while handling numerous guest and manager requests or questions within a short period.
Strong organizational skills, including prioritizing and multitasking in a fast-paced environment and meeting deadlines.
Ability to handle stressful situations while maintaining a calm, welcoming, and respectful demeanor.
Strong customer-service focus and passion for creating memorable, personalized guest experiences.
Ability to work a variety of shifts, including early mornings, nights, weekends, and holidays.
Ability to sit and engage in repetitive motion, including using a telephone or computer for extended periods or an entire shift, and to move at a quick pace for extended periods.
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.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagrammatic, or scheduled instructions.
Ability to meet the physical demands of the role, including regularly standing and sitting, frequently walking, handling objects, tasting and smelling, talking and hearing, and regularly lifting or moving up to 50 pounds; close and distance vision and ability to adjust focus are also required.

Nice To Haves

Certified Meeting Planner certification is optional.

Responsibilities

Negotiate with customers using menu presentations and event proposals to maximize revenue and profit while meeting contractual responsibilities.
Gather event details, including meeting specifications, audiovisual needs, rooming lists, and food and beverage requirements; forecast food and beverage revenue at least 60 days before program arrival.
Optimize and maximize function space for guest experience and hotel financial performance.
Prepare and distribute accurate group resumes, banquet event orders, diagrams, and related materials to hotel departments in a timely manner.
Manage sleeping room blocks and function space yield, and calculate applicable attrition with accounting.
Initiate and follow up on billing procedures, ensuring deposits and credit applications are received within acceptable time frames.
Conduct pre-convention and post-convention meetings with customers and relevant departments.
Conduct planning site inspections as required.
During conventions, ensure meeting arrangements match planner specifications and manage on-site changes efficiently.
Remain available to meeting planners by phone, email, and in person during conventions to resolve questions and issues.
Build and maintain customer rapport before, during, and after conventions, exceed expectations, and encourage repeat business.
Attend hotel meetings affecting or affected by the Convention Services Department, including standups, BEO and resume reviews as needed, and guestroom pickup meetings.
Resolve challenges that arise during events and represent the hotel professionally.
Mentor and develop administrative and management staff for future growth as assigned.
Accurately forecast food and beverage events monthly and yearly, and assist the Group Housing Coordinator with guestroom revenue forecasting.
Act as a liaison between groups and the hotel, coordinating hotel staff through banquet event orders and resumes to support successful group stays.