Manager, Conference Services

Pyramid Global Hospitality•Roanoke, WV

5d•Onsite

About The Position

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience. 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.

Requirements

Thorough knowledge of the practices and procedures of the catering, food & beverage and hospitality professions.
Effective communication skills.
Ability to negotiate, influence and sell professionals and/or prospective resort guests.
Ability to work weekends and after hours as needed based on customer needs and group program.
Minimum 2 years in a like or similar role.
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.

Nice To Haves

Learn and become proficient with in-house software Delphi Sales Information System, Maestro Front Desk System and Social Tables.

Responsibilities

Plan and manage group business, small social catering groups, to include, but not be limited to, small family group and birthday party events.
Monitor all contractual agreements pertaining to meeting space, food and beverage, special concessions, and guest requests.
Carry 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.
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 on the internal documents, Resumes and BEO’s, while maintaining an excellent client relationship.
Partner with other departments to gain knowledge of general resort operating procedures, layout, duties and capabilities of each department.
Provide administrative and sales support for the sales and catering department.
Respond to client calls and special requests and obtain final details, dates, times, and hotel room and meeting room requirements.
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, that may include social groups such as holiday parties, social birthday gatherings of all ages, anniversary celebrations, corporate dinners, golf tournaments and special family events requiring coordination with resort operations.
Gain understanding of the resort’s primary target customer and service expectations; serve customer by understanding their business, business issues and concerns, to offer better business solutions both prior to and during the program/event.
Serve the customer by understanding their needs and recommend 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.
Assess offers creative suggestions and recommendations, up-sell opportunities and teambuilding ideas while coordinating and verifying room lists, transportation, meeting room set ups, A/V recreation, food and beverage and billing.
Maintain frequent communication with group contact and attendees to ensure expectations are met or exceeded.
Take a proactive approach toward client satisfaction and set a positive example for guest relations.
Be available on the floor to assist with the execution of the event during the customer schedules.
Interact with guests to obtain feedback on product quality and service levels; effectively respond to and manage guest problems and complaints.
Authorize and ensure that work is accomplished, and client’s needs are met.
Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
Continuously focus on improving guest satisfaction to create customer loyalty and increase market share.
Review and follow up on event satisfaction survey, guest satisfaction survey and comment card results to understand level of guest satisfaction; continuously strive to improve service performance.
Complete a post con review form on all groups so results can be used to improve service or celebrate the wins.
Ensure 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.
Contribute to the department to include greeting clients, answering phones, routing calls, handling mail, faxes, coordinating events in a professional and timely manner.
Ensure 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.
Maintain a high level of confidentiality in regard to all resort matters.
Provide accurate, complete and effective details and information in a timely manner to Resort Operations.
Cover the conference concierge desk and become the main onsite point of contact for our customers.
Coordinate outside vendor services where appropriate, such as specialty linens, chairs, tents, etc.
Attend and conduct 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.
Observe service behaviors of associates and provide feedback to individuals and/or managers; continuously strive 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.
Perform other duties as assigned.