Convention Services Manager
Westin Cleveland City Center (468)
Plan, organize and manage the in house details for large group and convention booking (e.g. Guest rooms, menus, set-up, etc.) Participate in negotiating meetings/functions, rooms, rates and all related requirements. Ensure maximization of room and meeting space, revenues, and profits while delivering a quality product. Focus on execution of all aspects of event planning including coordination from the signing of a group contract forward, VIP needs, amenities, group resumes, and rooming lists.
CUSTOMER SERVICE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.
Responsible for the management and planning of meetings/conventions and related activities. Attends Banquet Event Oder (BEO) and staff meetings and perform as a team leader for all hotel department staff participating in the event delivery process.
Achieve a minimum of 90% of productivity goals and 100% of activity goals, as established by management.
Coordination of all group business as developed by the sales manager. Contact and appropriately follow-up on all signed/contracted business within 5 working days. Determination and coordination of all event planning needs.
Maintain well documented, accurate, organized and up to date file management in order to serve client and the employer in the most expedient, organized and knowledgeable manner.
Develop customer profiles and maintains an effective trace system including trace dates and references resulting in superior account service and increased revenues.
Develops strong customer relationships through appropriate client communication and the use of professional, courteous and ethical interpersonal interaction.
Follow up on all client needs and inquiries in an efficient and expedient manner.
Focuses on revenue-generating activity and maximizes selling time through retaining accounts/clients, maximizing account yield opportunities and sales effectiveness.
Detail, up-sell and detail the program with the client including; verification and modification of space requirements, audio-visual, times, equipment, menus, themes/decorations, etc. Prepare the appropriate resumes, BEO’s, and paperwork to ensure quality service.
Manage function details and related activities to ensure that program requirements are satisfied. Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business.
Improve hotel convention services' products through; (a) participate in the development of new sales tools, menus, themes, and decorations, (b) participate in the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers needs.
Monitor and control individual client event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.
Work in liaison with the banquet and banquet kitchen departments to ensure timely deliverance and execution of the event.
Attend and lead pre conference meetings. Coordinate the pre-con between the client and hotel staff and review the details of the BEO with all parties.
Perform special projects and other responsibilities as assigned.
Participate in task forces and committees as required.
SUPERVISORY DUTIES - None
Skilled in all facets of our business or specific area of specialty. Highly capable with current practices and processes and looks ahead at opportunities to utilize new products, consumer trends, changes in the marketplace, and technology edge. Has natural instincts and insight for finding the best solution to unclear situations, issues and problems. Reflects on their experience to determine numerous future possibilities and outcomes. Can see how the details fit into the big picture. Is a highly capable and resourceful problem solver. Manages the creative process within the business or department to develop unique solutions. Leverages creative solutions in the organization resulting in competitive advantages. Makes great decisions.
Effectively divides, assigns, and delegates work to meet business objectives and goals. Communicates direction and purpose of work resulting in associate ownership, pride, and quality outcomes. Is able to assess how associates can improve performance and guides their developmental path. Is able to motivate and develop associates to their potential and create promotable talent for the organization.
Readily leads when challenges arise and is invigorated by tough situations. Will take an unpopular stand when needed. Can recognize talent individuals and assembles great teams without fear of hiring strong people. Formulates and communicates clear work plans and gives regular feedback on progress towards goals and makes changes accordingly. Let’s people know where they stand and can take negative action when needed.
ENERGY AND DRIVE
Is a competitive person who is consistently driven to accomplish and exceed goals. Creates a sense of urgency in matters that will impact the success of their business objectives.
PERSONAL AND INTERPERSONAL SKILLS
Welcoming and warm personality. Demonstrates genuine care for customers and associates. Sets the tone for others in stressful situations by responding in a cool, calm, and collected way. Creates confidence and trust with others and is viewed by others as honest and direct. Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Can create an environment where associates thrive and actively seek approval of the manager. Conveys trust in associates and elevates their confidence by encouraging decision making and learning opportunities. Is a self-improver who develops a variety of approaches and communication techniques tailored to each situation. Builds high performing teams and compels them to embrace a shared vision for success.
Requires a working knowledge of banquet/catering food and beverage services, policies or operations.
Requires knowledge of computer equipment.
Requires compiling facts and figures in accordance with established procedures.
Communication skills required to provide information and associated services to hotel management and guests.
Excellent hearing necessary for verbal interaction with guests and associates.
Excellent vision necessary to view set-ups.
Excellent speech communication skills required for verbal interaction with guests and associates.
Excellent literacy necessary to read BEO’s, process gratuities and payroll, etc.
Lifting, pushing, pulling and carrying tables, chairs, boxes (50 lb. maximum) occasionally.
Bending/kneeling required for taping down cords, skirting tables, picking up floor after function occasionally.
Mobility - ability to service clients on a moment’s notice, variable distances.
Continuous standing required for function observation, client site inspections (one hour minimum to four hours maximum).
Climbing stairs of approximately 55 steps 3-5% of 10 hours daily.
More than two years of post-high school education.
One to two full years of employment in a related position with this company or other organization(s).
Operation of computer, copier, telephone, calculator, facsimile and vacuum cleaner.
Inside 95% of 10 hour day. Outside 5% of 10 hour day.
Temperatures - extreme summer heat of 95 degrees and above, and winter cold.