Conference Services Manager

At Sentry World, our business is built around people. We pride ourselves on the promise to deliver world-class services to our guests.

Sentry World is a destination venue located in Central Wisconsin, which hosts events from small to large celebrations and weddings to corporate and golf events. We currently have an opportunity for a Conference Services Manager to join our Sentry World Events team. In this role, you will be a key member in planning and delivering exceptional customer service to our guests and will be responsible for coordinating with clients on all details of an event, including room arrangements, menus, timelines, billing and any special requests.

You will be a key driver in ensuring that events are successful, and that guest’s expectations are met and exceeded.

• Proactively meet with clients and build relationships to understand their needs and requests. Demonstrates an innovative and creative approach to showcase offerings of the resort to capture the highest revenues possible. Work with the group sales team to maximize function space and ensure consistent upselling of room sales, food/beverage, team building activities, outlets, golf, and other revenue enhancing offerings.
• Provide clear, concise, and timely communication (in-person, phone, email) to clients and internal partners of all event details. Include managing expectations and identifying potential event detail gaps to properly align all resources, both internally & externally, and prevent service malfunctions ensuring client expectations are exceeded.
• Partner with clients to ensure operational details are finalized per contractual agreement to ensure event execution. Including but not limited to menus, set-up, guest counts, timelines, special needs, group arrival resumes, travel manifests, and vendor arrangements.
• Conduct site visits for internal and external partners/clients. Proactively listens and understands clients’ needs in order to recommend and suggest solutions to upsell events packages and hotel services including, but not limited to, meals, drinks, golf, fieldhouse activities, team building activities, and in-room amenities during their Sentry World experience.
• Attend and actively engage at staff meetings to provide input/direction to execution team on logistics and client information ensuring flawless execution of the agreement on event day. Available on event day to meet/greet clients, ensures event is set/ready, and acts as a liaison to introduce event staff to the client to address any questions or concerns that may arise.
• Review assigned group/resume billing for accuracy in comparison to the contract including minimum property requirements. Ensure all charges, deposits and sales of the event are properly recorded and collected on a timely basis as outlined in the signed contract.
• Conduct pre/post conference or event meetings with client to enhance the guest experience and to improve internal communications. Documents client experience/event notes for future use in business review, growth and/or client contractual disputes.

Additionally, you will:

• Create and update BEO's and Group Resumes with accurate and relevant information for routing on a weekly basis on assigned due dates.
• Take a mindful approach to proactively think of ways to enhance the guest experience in order understand the budgeted revenue goals, drive top line revenues, and achieve annual targeted revenues.
• Follow up with past clients to maintain relationships and proactively solicit return business.
• Develop and maintain vendor relationships to ensure understanding of event & property limitations.
• Maintain working knowledge of the property, including special insurance requirements.
• Participate in industry-related organizations and local community events to develop relationships and stay current on industry trends.
• Perform other job-related duties as assigned from time to time.

• High School Diploma or equivalent work experience
• Minium 2 years of related work experience
• Certified Meeting Planner certificate preferred, not required
• Ability to effectively organize and present information, interpret and anticipate client’s needs and…