Manager, Conference Services

Pyramid Global Hospitality•Roanoke, WV

2d•Onsite

About The Position

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company! About our property: Moments away from the rest of the world, but a world away from it all, Stonewall Resort is a truly unique lakeside destination for vacations, meetings, weddings, reunions, and romantic getaways. Our rustic yet elegant Adirondack-style lodge and spectacular cottage collection is perched alongside quiet lake waters and the Arnold Palmer Signature Golf Course, while surrounded by 1,900 picture-perfect, “Close to Nature” park acres. What you will have an opportunity to do: The Manager, Conference Services will up-sell, plan and manage group business, small social catering groups, to include, but not be limited to, small family group and birthday party events. Other special events as assigned. Monitor all contractual agreements pertaining to meeting space, food and beverage, special concessions, and guest requests. Carries out the policies and procedures of Pyramid Global at Stonewall Resort while maintaining the highest degree of professionalism and teamwork atmosphere as per standards of service. Must be available to work a flexible work schedule based on needs of the business. What are we looking for? Requirements of the position include a thorough knowledge of the practices and procedures of the catering, food & beverage and hospitality professions, effective communication skills, and the ability to negotiate, influence and sell professionals and/or prospective resort guests.

Requirements

Requirements of the position include a thorough knowledge of the practices and procedures of the catering, food & beverage and hospitality professions, effective communication skills, and the ability to negotiate, influence and sell professionals and/or prospective resort guests.
Previous Administrative and Project Management experience
Excellent verbal and written communication skills
Proficient and advanced working knowledge in Microsoft Office Suite (EXCEL, WORD, PowerPoint & Outlook) to create and maintain spreadsheets, documents, presentations and for maintaining emails and appointments/meetings.
Excellent organizational and problem-solving skills with the ability to prioritize and multitask.
Ability to respond to issues and clients with a calm, courteous, helpful manner, and attitude.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Ability to analyze, anticipate, and solve problems.
Ability to work weekends and after hours as needed based on customer needs and group program.

Responsibilities

Manage, coordinate, and execute services for clients and in-house guests.
Negotiate, generate, and monitor all contractual agreements pertaining to the guest event.
Timely and effectively communicate to all resort departments the information necessary to successfully execute the group’s needs while maintaining an excellent client relationship.
Partners with other departments to gain knowledge of general resort operating procedures, layout, duties and capabilities of each department.
Respond to client calls and special requests and obtain final details, dates, times, and hotel room and meeting room requirements
Administrative duties such as typing proposals, letters, contracts, etc.
Coordinate outside vendor services needs where appropriate
Follow-up with client to ensure that arrangements meet their needs.
Upsell, plan, and coordinate specific events with groups, social groups such as holiday parties, social birthday gatherings of all ages, anniversary celebrations, corporate dinners and special family events requiring coordination with resort operations.
Gains understanding of the resort’s primary target customer and service expectations; serves customer by understanding their business, business issues and concerns, to offer better business solutions both prior to and during the program/event.
Serves the customer by understanding their needs and recommends the appropriate features and services that best meet their needs and exceed their expectations, while building a continuing relationship and loyalty to Stonewall Resort & Pyramid Global.
Conduct site visits of the property and discuss potential business opportunities with the client.
Assesses offers creative suggestions and recommendations while coordinating and verifying room lists, transportation, meeting room set ups, A/V recreation, food and beverage and billing.
Maintains frequent communication with group contact and attendees to ensure expectations are met or exceeded.
Takes a proactive approach toward client satisfaction and sets a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels; effectively responds to and manages guest problems and complaints
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
Continuously focused on improving guest satisfaction to create customer loyalty and increase market share.
Reviews and follows up on event satisfaction survey, guest satisfaction survey and comment card results to understand level of guest satisfaction; continuously strives to improve service performance.
Completes a post con review form on all groups so results can be used to improve service or celebrate the wins.
Ensures client files are kept organized and current with all required information.
Learn and become proficient with in-house software Delphi Sales Information System, Maestro Front Desk System and Social Tables.
Contributes to the department to include greeting clients, answering phones, routing calls, handling mail, faxes, coordinating events in a professional and timely manner.
Ensures that all incoming calls are answered within three rings with proper greetings and telephone etiquette.
Ensure customer follow up is within same day of correspondence.
Must be able to meet the changing needs of the Sales & Catering Department
Maintains a high level of confidentiality in regard to all resort matters.
Provides accurate, complete and effective details and information in a timely manner to Resort Operations.
Covers the conference concierge desk and becomes the main onsite point of contact for our customers.
Coordinates outside vendor services where appropriate, such as specialty linens, chairs, tents, etc.
Attends and conducts pre- and post-convention meetings to understand group needs, obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels and overall satisfaction.
Attend weekly Staff, F&B, and Conference review, Stand up and Group Audit meetings.
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.
Communicate operational challenges to the Director of Food and Beverage or Director of Sales and Marketing.
Follow all safety procedures to ensure a safe working environment.
Performs other duties as assigned.