Convention Services Manager

Job Description Summary The Convention Services Manager would be responsible for ensuring the successful execution of banquet and catering events in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
Manage, coordinate, and execute group assignments turned over by the Sales Department.
Monitor all contractual agreements pertaining to guest room blocks, meeting space, food and beverage and special concessions.
Effectively communicate to all hotel departments the information necessary to successfully execute the group's needs and manage expectations while maintaining a good client relationship.
Able to negotiate banquet/catering (Food/Beverage/AV/Ancillary Revenues) sales to meet / exceed departmental revenue goals.
Job Description Key Job Functions Maintain strong client relations and ensure that convention specifications are communicated and executed for a successful meeting experience for the meeting planner and attendees.
Monitor and manage room blocks according to contract utilizing group history reports and information given by clients to maximize hotel revenue, making adjustments as necessary.
Review sales contracts as well as other important information, i.
e.
, room block, cutoff date, special concessions, and attrition clauses and validate with client via turnover letter.
Monitor and enforce program deadline dates and work with clients to release meeting space not needed to maximize hotel revenues.
Produce and distribute convention resume according to departmental standards prior to the first day of main group arrival and communicate any changes and updated information to hotel departments.
Distribute BEOs for group and affiliates 10 - 14 days prior to events, and/or according to departmental standards.
Accurately forecast group rooms and group food and beverage revenues for assigned groups and affiliate business within a 5% variance.
Upsell all bookings to a goal of 20% per group assigned.
Drive Banquet and Catering Revenues to achieve departmental goals.
Check sleeping room and suite block, special room concessions and rates as outlined in contract with group reservations agents, as well as updating group reservations agents with any changes.
Verify credit information submitted in account management software system at point of turnover, to include estimated amount of billing, billing type, and appropriate contact and update information as necessary until departure.
Participate in site visits and plan meetings for upcoming groups and potential affiliate business.
Participate in Pre/Post Convention meetings and review bill with client.
Serve on-site group and catering clients and respond to questions about the event including, but not limited to, group room blocks, food and beverage, the function space, ancillary and vendor services, affiliates/exhibitors and related billing processes Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly Respond to guest inquiries and special requests and resolve issues and concerns in a timely, friendly and efficient manner Prepare reports, correspondence and analysis related to group activity Lead, facilitate and participate in meetings, as needed Deliver Passionate & Engaging Service to our Guests You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations You will consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone Build solid relationship with your Colleagues Treat colleagues with respect and dignity Treat people with respect; Keep commitments; Inspire the trust of others; Work with integrity and ethically; Uphold organizational values.
Other duties and responsibilities may be assigned.
The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
Additional Job Description Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
In addition, attendance at all scheduled training sessions and meetings is required.
Upon employment, all employees are required to fully comply with hotel rules and regulations for the safe and effective operation of the hotel's facilities.
Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment Supportive Functions In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel: • Introduce and recommend house vendors as preferred vendors as determined with the revenue goal of the hotel.
• Establish checklist trace dates using appropriate computer programs.
• Generate VIP, limousine and amenity forms as required.
• Maintain solid and open communication with all hotel operating departments.
• Maintain good working relations with preferred vendors of the hotel.
• Maintain up to date information on program and food and beverage events in hotel's inventory management system.
• Attend all department and hotel meetings as necessary.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
Qualifications and Skills A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.
Excellent reading, writing and oral proficiency in the English Language Strong verbal communication skills Excellent time management skills & ability to multi-task Working knowledge of Microsoft Word, Publisher and Excel computer programs Ability to be fully versed in all banquet space, facilities & capabilities of competitive set Ability to learn computer programs for booking catering groups, checking availability, creating banquet event orders, printing rooming lists and group pickup reports Ability to handle special projects in addition to daily tasks Ability to keep all supplies up to date and ordered.
Ability to respond to walk in inquiries Ability to learn and manage eLead projects and software as established by Sonesta Corporation Ability to work independently and complete assigned tasks Ability to assist guests in the absence of the manager Education and/or Experience Prior experience in an office coordinator/assistant role or hotel experience; college degree a plus Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear.
The employee must occasionally lift and/or move up to 25 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate to loud.
Additional Job Information/Anticipated Pay Range Benefits Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families.
We offer a variety of benefits to our employees including: Medical, Dental and Vision Insurance Health Savings Account with Company Match 401(k) Retirement Plan with Company Match Paid Vacation and Sick Days Sonesta Hotel Discounts Educational Assistance Paid Parental Leave Company Paid Life Insurance Company Paid Short Term and Long Term Disability Insurance Various Employee Perks and Discounts Upon submitting your application, please ensure you complete a full application in addition to attaching a resume.
Incomplete applications received will not be considered.