Manager Convention Service Sales - Resorts World Hudson Valley : Job Details

Job DescriptionThis position is an on-property position based at Resorts World Catskills. This position will focus on liaising with clients to understand their needs and ensure that all their contracted and additional requirements are met and exceeded. This position is responsible for handling logistics, coordinating with other departments, anticipating and solving problems to make events/meeting memorable. This includes setting up the planning, organizing and coordinating of guest room blocks, meeting and events for assigned group accounts, in accordance with hotel policies and quality standards, to ensure customer satisfaction. Maximize profitability by helping with generating repeat group business. Monitor all contractual agreements pertaining to guest room blocks, meeting space, food and beverage and special concessions to ensure that we are capturing all revenues. Effectively communicate through BEO's, group resumes to the clients and all hotel departments the information necessary to successfully execute the group's needs while maintaining a good client relationship. Essential Duties/Core Competencies

• Communicate with clients to understand their needs and provide recommendations for spaces, menus, audio-visual and other services.
• Conduct pre-and-post event evaluations with clients to gain feedback both positive and areas of improvement. Communicate effectively the feedback to all departments.
• This position will focus on liaising with clients to understand their needs and ensure that all their contracted and additional requirements are met and exceeded.
• This position is responsible for handling logistics, coordinating with other departments, anticipating and solving problems to make events/meeting memorable.
• This includes setting up the planning, organizing and coordinating of guest room blocks, meeting and events, AV, transportation, catering for assigned group accounts, in accordance with hotel policies and quality standards, to ensure customer satisfaction.

• Effectively communicate through BEO's, group resumes to the clients and all hotel departments the information necessary to successfully execute the group's needs while maintaining a good client relationship.

• Monitor all contractual agreements pertaining to guest room blocks, meeting space, food and beverage and special concessions to ensure that we are capturing all revenues.
• Coordinate with audio-visual, banquets, transportation to ensure all logistics are arranged.
• Work with the Sales team to maximize event revenue through upselling and add ons.
• Finance- track billing, invoicing and post -event reconciliation.
• Ability to work under pressure and in a fast-paced environment.
• Maintain strong client relations and ensure that group 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 two weeks prior to first day of main group arrival and communicate any changes and updated information to hotel departments.
• Distribute BEOs for group and affiliates 14 days prior to events.
• Accurately forecast group rooms and group food and beverage revenues for assigned groups and affiliate business within a 5% variance.
• 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.
• Participate in site visits and plan meetings for upcoming groups and potential affiliate business.
• 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 Pre/Post Convention meetings and review bill with client.
• To understand and respond to all guest needs and requests in a timely and professional manner.
• Act as liaison between hotel and meeting planner to ensure a successful event. This includes obtaining rooming lists, establishing billing, overseeing group room blocks, welcoming VIP's, overseeing amenity requests, handling on site event logistics, coordinating outside vendors, and enforcing the contract.
• Write resumes for each group giving the hotel's departments an overview and schedule of the conference and its objective, details of the meeting agenda, AV requirements, VIP's, billing arrangements and amenity requests.
• Plan group's food and beverage events, including assistance with menu and wine selection, decorations, entertainment and audio visual in conjunction with the Directors of Banquets and AV.
• Create and execute accurate banquet event orders that include detailed information on the agenda, menu items, room set up, and billing arrangements.
• Meet the client upon arrival and conduct preconference review, including the introduction of Department Heads, overview of events, and guest arrival details.
• Communicate last minute changes in group functions to hotel staff in a swift manner, and ensure accurate and satisfactory follow-up
• Conduct post conference review with clients including the presentation of banquet checks when applicable.
• Review all bills sent to the client, ensuring they are accurate and timely in order to maximize return business. Compile any cancellation/attrition charges for the group. Send thank you notes and meeting critiques with every bill, and ensure any feedback is communicated and responded to according to hotel guidelines.
• Ensure compliance with legal and safety regulations.
• Attend daily, weekly and monthly meetings as directed.
• Work with the Director of Banquets to generate an accurate monthly forecast of group food and beverage revenue associated with all group events. Ensure monthly goals are attained to maximize revenue.
• Manage and maintain Delphi client information and reports accurately.
• Must be able to obtain and maintain appropriate license through New York State Gaming Commission
• To be mindful of the importance of personal hygiene and grooming.
• Adhere to hotel Health and Safety guidelines.

Work/Educational Experience

• Must be at least 18 years old and have the ability to obtain the appropriate license pursuant to the applicable statute, rules, and regulations
• Prior experience working in a union environment is preferable
• Convention Service/Sales Experience is required

• Associate's and or bachelor's degree in hospitality or closely related field
• A minimum of five years previous Hotel Resort Sales, Convention Services or Catering experience, preferably in an upscale hotel. Proven experience working with sales, food and beverage, and culinary teams to execute events.

Essential Requirements To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Attention to detail; professional interaction with employees, guests and business contacts
• Ability to work within budgets
• Ability to work independently, make good decisions, prioritize work, and handle multiple tasks at the same time.
• Act effectively under pressure.
• Convention Service/Sales Experience is required

• Technology- familiarity with event management software and hotel property management systems (PMS).
• Knowledge of audiovisual equipment and digital event solutions.
• Proficient in Microsoft Office, CRM software, Delphi and reporting tools.

• Ensure accurate records are maintained.
• Organized and self-motivated.
• Knowledge of hotel and competitive market

Physical and Mental Demands: The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least twenty-five (25) pounds, and varied instances of standing/walking. Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. This includes traveling to and from meetings. Length of time of these tasks may vary from day to day and task to tasks. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Language Skills: Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations. Mathematical Skills & Reasoning Ability: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimal, and work with mathematical such as probability and inference. Ability to create, read and analyze spread sheets of statistical data. Ability to decipher various reports and maintains reports upon request. Ability to define problems, collect data, solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret and give a variety of instructions furnished in written, oral, diagram or schedule form. Ability to concentrate for periods of time and to interact well with other departments and co-work under high stress and demanding conditions, i.e. time constraints, difficult guests Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.