Title Conference Services Manager

The Conference Services Manager at Terranea Resort is responsible for the management of all aspects of Conference Planning in accordance with Hotel standards. Coordinates details and menus for clients' functions and maintains budgeted revenues through solicitation of business while controlling expenditures.

• Ability to input and access information in the property management
  
  Systems.
• Previous guest relations training.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Meet daily with staff to review status of business, schedules, priority assignments, bookings and all information pertinent to the department operation.
• Check with your Coordinator throughout the day to ensure that all clerical work is processed on a timely basis.
• Direct and monitor the performance of staff, ensuring that all procedures are followed. Correct any deficiencies with respective personnel.
• Organize and delegate traces for follow-up; be familiar with status of each.
• Review the Captain's reports/log book for previous day functions; follow up any problems noted and file.
• Review Banquet sales for the previous day; resolve discrepancies with Accounting. Track revenue against budget.
• Review Banquet checks for the previous's day functions; ensure accuracy of charges and presence of guest signature. Resolve discrepancies.
• Help to maintain the departmental manual identifying all policies relevant to booking functions with respective charges. Ensure that coordinators are knowledgeable of:
  • function room capacities and various set ups.
  • blocking space (definite/tentative).
  • use of all forms.
  • menus and pricing.
  • guarantee policy.
  • cancellation policy.
  • payment policy.
  • room rental charges.
  • corkage fees.
  • food handling policy.
  • service charges.
  • coat room policy.
  • miscellaneous pricing (floral, entertainment, etc.).
  • shipping/receiving policies.
  • lost and found policy.
• Ensure that staff are familiar with Banquet service standards to better sell the facilities.
• Review staff's request to block space to ensure that appropriate space is blocked to accommodate the group's requirements and to maximize labor costs.
• Ensure client files are kept organized and current with all required information.
• Monitor and handle client calls with responses on a timely basis.
• Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.
• Monitor response time to emails, ensuring that all messages are returned within 24 hours at a minimum.
• 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.
• Suggestively sell menus which meet the client's needs and maximize revenues.
• Where appropriate, entertain clients in the hotel outlets. Make reservations at non-peak times in order to allow the outlet to provide the best service.
• Adhere to all Accounting policies regarding payment.
• Meet with the Executive Chef to plan special requests for clients and special event menus. Arrange introductions between the client and Chef.
• Where appropriate, coordinate arrangements for a Chef's table.
• Ensure that all definite functions are detailed accurately on Banquet Event Orders, signed by clients and distributed to designated departments on a timely basis. Resolve any discrepancies with respective staff.
• Review estimated guarantees and ensure that firm guarantees are obtained within 3 business days prior to scheduled function. Ensure that the overset figure complies with established standards.
• Monitor 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.
• Ensure that group events are properly posted in Four Winds system.
• Prepare and distribute amenity request forms for specified clients. Obtain designated approvals and follow up on delivery.
• Check function room set ups prior to guest arrival,…