The Convention Services Coordinator is responsible to provide full support for Sales and Marketing group projects related to Reservations and detailing events. Responsible for facilitating and event execution, and servicing groups with rooms and catering.

IDAE PROFILE

CANDIDATE PROFILE

Experience

Minimum 1+ year of hotel group sales / CSM experience; Experience at a similar size and quality hotel

JOB ESSENTIALS

• Work hand in hand with Sales Manager's in order to detail events.

• Handle the turnover of group contracts and verify accuracy in internal systems.

• Provide support for group reservations.

• Assist guests with arrival and departure from hotel, while providing positive guests experiences.

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance to established guidelines

• Collaborate with other hotel departments to provide an exceptional experience to each guest.

• Set up billing patterns and oversee rooming lists for groups.

• Act as liaison with hotel guests.

• Work closely with the Front Desk to ensure accuracy of reservations and room allocations.

• Lead weekly group pickup meetings for follow-ups with cutoff dates and rooming lists.

• Maintain group pick-up reports and communicate with Sales Managers regarding upcoming group cut-offs.

• Monitor room type availability daily.

• Excellent creative skills to provide innovative set-ups, menus, and functions for groups. Ability to generate creative and innovative menus while working closely with Chef on pricing specialty menus.

• Able to multitask and prioritize departmental functions to meet deadlines.

• Work closely with the Convention Services Manager and Sales Managers with group rooming lists, reservation changes, and group billing according to contracts and email history.

• Respond to complaints from customers and give after-sales support when requested.

• Manage guest requests, inquiries, and complaints promptly and completely. Ensure follow up with guest are performed in a timely manner to maintain a high level of guest satisfaction and quality service. In the event of dissatisfaction, negotiate compromise in accordance to the “Make it Right” established guidelines.

• Prepare for, participate in, and report out at all necessary internal meetings, conference calls, reporting, planning, and other communications required for this position.

Other

• Proficient in the use of Microsoft Office suite (Word, Excel, PowerPoint and Outlook)

• Working product knowledge of hotel facilities, capacities and room dimensions as well as to have same knowledge of competitive hotels.

• Working knowledge of standard office administrative practices and procedures.

• Able to effectively communicate in English, in both written and oral forms.

• Ability to take initiative, to succeed under pressure and meet deadlines.

• Ability to prioritize, organize and follow up

• Able to establish and maintain effective working relationships with fellow team members and customers.

• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• Comply with attendance rules and be available to work on a regular basis. Able to work varied shifts, including Weekday, Evenings, weekends and holidays as needed.

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

Physical Demands

• Some lifting may be required. This position may require 25%+ or more of time on their feet.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Some lifting may be required.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.