Job Vacancy Conference Services Manager- Hilton Aventura Hotel Shaner Operating Corp


Job title: Conference Services Manager- Hilton Aventura Hotel

Company: Shaner Operating Corp

Job description: Position Overview:

This position is responsible for planning, organizing and coordinating functions and guest rooms for assigned group accounts, in accordance with hotel policies and quality standards, to ensure customer satisfaction, maximize profitability and generate return business.

Essential Duties & Responsibilities:

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.

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 pre conference review, including the introduction of Department Heads, overview of events, and guest arrival details.

Communicate last minute changes in group functions to hotel staff, and ensure accurate and satisfactory follow up.

Conduct post conference review with clients including the presentation of banquet checks when applicable.

Review all bills that are 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.

Attend daily, weekly and monthly meetings as directed.

Work with the Director of Catering 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.

Maintain the professional standards of the hotel as set forth by Shaner/Hilton Corporation and participate in special projects as required.

Qualifications (Essential): • High school graduate, some college. • Minimum 4 years progressive experience in sales, preferably in the hospitality industry. • Familiarity with the local economy and market conditions. • Working knowledge of hotel operations. • Ability to satisfactorily communicate in English with guests, management, and co-workers to their understanding. • Ability to provide legible communication. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. • Ability to accurately compute basic mathematical calculations. • Familiarity with Sales and Marketing tools. • Ability to read and interpret documents, such as B.E.O.’s, safety rules, procedure manuals. • Knowledge of organizing set up requirements from information on B.E.O.’s. • Computer skills. Qualifications (Desired): • Previous guest relations training. • College degree preferred. • Ability to communicate in a second language, preferably Spanish. Skills: • Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision. • Ability to endure abundant physical movements in carrying out job duties.• Ability to promote positive relations with guests, whether in person, via phone, or e-mail, and ascertain guests needs to ensure guest satisfaction. • Ability to enforce hotel’s standards, policies and procedures with staff. • Ability to suggestively sell menu items, beverages, and facilities. • Ability to ensure security and confidentiality of client information and hotel data.

Standard Requirements: 1. Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel. 2. Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe, secure environment. 3. Supports, cooperates with, and implements specific procedures and programs for: a. Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs. b. Confidentiality of all data, including guest, employee and operations data. c. Quality Assurance and compliance with all regulatory requirements. d. Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior. 4. Supports and participates in common teamwork: a. Cooperates and works together with all co-workers; plan and complete job duties with minimal supervisory direction, including appropriate judgment. b. Uses tactful, appropriate communications in sensitive and emotional situations. c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints, problems and concerns. d. Promotes positive public relations with guests and employees. e. Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned. Essential Functions: (Include the following. Other job related duties may be assigned.) • Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company’s business operations. • Helps ensure compliance with and completion of all daily operational procedures by the Sales department. • Maintain complete knowledge of and comply with all Shaner, franchise and hotel/departmental policies and procedures. • Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry. • Maintain knowledge of: function room capacities and various set ups; lost and found policy; use of all forms; menus and pricing; guarantee policy; cancellation policy; payments policy; room rental charges; corkage fees; food handling policy; service charges; coat room policy; miscellaneous pricing (floral, entertainment, etc.); shipping/receiving policies; correct maintenance and use of equipment; all safety guidelines. • Be knowledgeable and understanding of current customers and accounts, particularly those corporations, agencies, associations, tour operations, sports teams, and other groups or organizations that purchase hotel rooms. Organize traces for follow-up; be familiar with status of each. • Ensure client files are kept organized and current with all required information. • Monitor and handle inquiry calls according to departmental procedures. • Answer telephone within 3 rings, using correct salutations and telephone etiquette. • Record messages legibly and completely; ensure proper distribution of messages. • Make telephone calls to specified individuals as requested by the Sales Director and Managers. • Maintain accurate trace files and communicate daily traces to Sales Director and Managers. • Establish and maintain filing system procedures; prepare new client files. • Greet all individuals arriving at offices courteously and assist with their needs, including scheduled property tours and walk-ins. • Meet with clients to work out the details of their functions. Escort clients through the property and highlight features of facility as well as available services. Where appropriate, entertain clients in the hotel outlets to sell the hotel facilities. Adhere to all Accounting policies regarding payment. • Suggestively sell menus which meet the client’s needs and maximize revenues. • Ensure that all definite functions are detailed accurately on Banquet Event Orders, signed by clients and distributed to designated departments on a timely basis. • Review estimated guarantees and ensure that firm guarantees are obtained within the timelines established by the hotel. Ensure that the overset figure complies with established standards. • Prepare the Daily Event Sheet (BEOs and Group Blocks) according to procedures and distribute to Sales Director and Managers for verification of information listed. Type and distribute to specified departments. • Assist changes to Banquet Event Orders; ensure that accurate information is communicated to respective departments on a timely basis in order to best service the client. Resolve discrepancies with Catering staff. • Conduct a detailed briefing of all last minute Banquet Event Orders or modifications to existing BEOs with designated departments on a timely basis. • Prepare the Weekly Event Sheet (BEOs and Group Blocks) according to procedures and distribute to Sales Director and Managers for verification of information listed. Type and distribute to specified departments. • Welcome group contact upon arrival at function and ensure guest satisfaction. • Monitor guest reactions and confer with service staff to ensure guest satisfaction. • Promote positive guest relations at all times. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. • Monitor and handle guest complaints by ensuring guest satisfaction. • Contact clients after scheduled functions to ensure guest satisfaction and to solicit re-bookings. • Attend designated meetings, menu and wine tastings. • Ensure that door cards are typed for each scheduled function and properly posted. • Confirm function room set ups, cleanliness, and condition meet designated standards prior to guest arrival, ensuring all details are in agreement with client’s requirements and hotel standards. Directly contact respective department manager and relay and deficiencies to be corrected. • Prepare requests for complimentary room reservations when assigned by Managers, following hotel procedures. • Complete and distribute amenity request forms for specified clients. Obtain designated approvals and follow up on delivery and any changes. Attend trade shows, chamber of commerce or civic events, and other local organizations in support of hotel sales. • Perform other management related duties as needed from time-to-time, (including manager on duty shifts), and assist other department heads and employees, when required, in a matter that helps foster team work and cooperation. Working knowledge of Front Desk operations. • Assist the Director of Sales in determining what additional business or market segments the hotel should pursue; develop and implement a plan to obtain such business. • Work with the Director of Sales to establish special packages or programs, (such as weekend or golf packages), to boost occupancy during slow periods, and creating advertising through newspaper, direct mail, billboards, etc. in support of these programs. • Assist the Director of Sales to assemble a marketing plan to serve as a blueprint and guideline for future sales actions. • Act upon any special task or project assigned by the General Manager, Vice President of Sales and/or Director of Sales. • Maintain confidentiality and security of specified hotel information, correspondence, reports and files. • Project a professional image of the hotel. • Understands and effectively handles booking pace to maximize yield. • Attend monthly departmental meetings and other meetings as assigned; take meeting minutes and distribute

Expected salary:

Location: Aventura, FL

Job date: Mon, 04 Jul 2022 22:40:58 GMT

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