Group Service Manager

Hotel Figueroa•Los Angeles, CA

About The Position

The Conference Services Manager is responsible for selling catering events and servicing catered & group events after it is booked. This is achieved through establishing and building strong client relationships; negotiating and finalizing through to contract; planning all event catering and operations; maintaining service and regular contact during the program; subsequent client follow up, billing and financial closure. The Catering & Conference Service Manager serves as the property liaison between client and operating departments to ensure a successful meeting and to generate repeat business. Is also responsible for coordinating and supervising assigned group business after it is booked by the sales department, and through completion of the event or function, while maintaining profitable operations and high quality products and service levels. He/she is expected to market ideas to promote business; Additional ongoing responsibilities include close management of financials, including regular participation in catering budgeting and forecasting. He/she is expected to foster relationships and market ideas to promote new and repeat business.

Requirements

At least 3-5 years of progressive experience in a luxury hotel or a related field; or a 2-year college degree and at least 3 years of related, luxury hotel experience.
Must be proficient in Windows, Delphi; Company approved spreadsheets and word processing.
Must have knowledge of F&B preparation techniques, dietary restrictions, health department rules and regulations, liquor laws and regulations.
Flexible and long hours sometimes required.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Extensive knowledge of all hotel departments
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Ability to excel in a fast-paced environment
Self-confident, proactive, and able to prioritize and make effective decisions
Must be able to multitask and prioritize departmental functions to meet deadlines
Attend all hotel required meetings; trainings; & MOD coverage as required
Maintain high standards of personal appearances and grooming and comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
Must be a creative and effective leader, possessing a high degree of professionalism
Create, execute, and manage a personal plan to meet or exceed budgeted revenue goals.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by management.
Follow and implement property and Highgate standard operating procedures.

Responsibilities

Manage existing accounts and follow up with client re-solicitation to capture future business.
Identify potential new business, develop a sales strategy and solicit.
Meet/Exceed all revenue goals.
Respond to requests by Meeting and Event Planners immediately.
Interact with outside planners, vendors for event set-up and operational requirements.
Maintain pricing integrity and propose upscale menus and enhancements for clients.
Create, review and revise rooming lists, VIP lists, Banquet Event Orders and Group Resumes according to established protocols.
Plan and manage internal and/or external Pre-Event meetings as required.
Manage Delphi and adjust space in order to ensure maximum revenue potential.
Be visible on the floor and assist staff as needed during functions.
Respond to client concerns in a timely manner, provide service recovery as required.
Work closely with operational department managers and keep them informed of event updates, requests and concerns as they arise.
Keep immediate supervisor fully informed of all challenges or matters requiring his/her attention.
Prepare and submit required reports in a timely manner.
Finalize event billing and complete post-event communication, including post-event meetings as required.
Use feedback from Meeting Planner evaluations to improve service and quality.
Plan and execute hotel holiday and special events as requested.
Proficient knowledge of meeting room set-ups and capabilities.
Proficient knowledge of sleeping room configurations and types.
Have comprehensive working knowledge of all operational departments within the hotel; culinary, stewarding, banquets, audiovisual, front office, guest services, reservations, housekeeping, engineering, purchasing, accounting.
Participate in all required hotel meetings and training (One to One Customer Service Training, etc.)
Ongoing conduct which embraces Highgate’s philosophy of service.