Manager, Group

Summary Statement

A Group Ambassador will oversee and manage all aspects related to the Hotel MICE reservation experience from the Group’s Cut-off Date until departure, acting as the main point of contact for Group Meeting Planners while they are on property. They must be extremely organized and able to manage and prioritize multiple tasks throughout the Group’s journey. The Ambassador has the ability to recognize the smallest details to enhance an individual or Group’s stay and possesses the foresight to guide the Group in decisions that align with their Event goals and Hotel procedures, positioning both parties for success.

Group Ambassadors work directly with Event Planning Companies, third parties, and Meeting Planners to ensure Hotel reservations are accurately set up and to prepare for an excellent Group arrival experience. They consistently collaborate with the Property’s Group Reservations Team, Front Services Team, VIP Team, Front Desk Team, Sales Team, and Convention Services Team, acting as a liaison as needed, especially during the Group’s stay.

Group Ambassadors must understand the Group’s expectations for an arrival experience, the logistics required to execute those expectations, and the internal communication plan for proper alignment with the on-property team. They must also maintain expenses within the allocated budget and ensure that the event is conducted smoothly.

• Ensure the group/convention Meeting Planners’ needs are addressed promptly, in a warm and friendly manner, for the duration of the event to assure the attendee experience exceeds expectations.
• Obtain or confirm all group VIP arrival details, including but not limited to arrival day/time, transportation method (if internal, arrange 10-outs), meet and greets, suite type, billing method, additional guests, placement of amenities, special requests, etc., to properly prepare for the guests' arrival experience and stay.
• Support all housing-related contractual obligations, including but not limited to room block/rates, rooming concessions, and attrition.
• Manage and execute group VIP arrivals, including Pre-Key reservations, limo transfers, amenities, and other agreed-upon amenities provided to groups.
• Maintain a satisfactory individual performance score that will contribute to achieving the overall departmental performance goal. Responsible for any necessary inter-departmental communication between Sales, Revenue, Catering, and Hotel Operations to ensure proper management/facilitation of the contracted terms and any additional agreed-upon concessions and services.
• Address, with urgency, any internal/external challenges to mitigate any client/attendee impact.
• Responsible for coordinating all arrival and departure logistics and communicating client expectations to the Front Office, Guest Services, Housekeeping, Concierge, and VIP teams.
• Responsible for supporting daily in-house client communication and confirming the Hotel’s delivery of all daily in-house reports.
• Build strong relationships with new and repeat clients that create a lasting impression, help drive loyalty and encourage repeat business.
• Responsible for maintaining CRM Opportunity profiles (hits/misses and history notes) for each unique event, thereby centralizing event data for future reference.
• Effectively manage and communicate group block inventory dynamics in partnership with Sales and Revenue to maximize potential yield for group room night revenue. Leverage and promote Passkey as a tool to optimize room block management and generate incremental revenue.
• Effectively communicate and facilitate all group arrival and departure expectations by coordinating services that include, but are not limited to, porterage, satellite check-in, pre-keys, meet and greets, VIP amenities, and transportation.
• Plan for potential scenarios that could impact the integrity of the event. Maintain a working knowledge of the complex needs of a wide variety of events.
• Demonstrate effective communication skills and problem-solving abilities. Assess client needs accurately. Exhibit flexibility and the ability to work under pressure.
• Use personal device/cellular phone for job…