Job Description

A Catering and Convention Service Manager`s expertise can range between novice and experienced. At the novice level he or she is expected to manage themselves and follow established rules, guidelines and procedures.

This person is responsible for the overall success of assigned conventions. Manages, coordinates, and executes group contracts for the property ensuring all contractual agreements pertaining to guest room blocks, meeting space, food and beverage and contracted concessions are fulfilled. Effectively communicates to hotel departments the information necessary to successfully execute a group’s needs while maintaining a good client relationship. Fosters superior relationships with both customers and support departments daily.

• Manage customer relationships from account turnover through execution of event. Drive high customer satisfaction by maintaining positive guest and employee relations acting as a liaison between the guest and support departments. Partner with banquet and hotel operations teams to ensure events are executed as expected by clients.
• Maintain and Increase guest satisfaction scores by ensuring prompt, courteous and proper service.
• Generate incremental revenue through upsell of contracted food and beverage minimums and by promoting our preferred vendors to drive commission revenues from services such as audio-visual, entertainment, décor, etc.
• Establish and maintain relationships with client base to encourage re-booking of events.
• Create and distribute within established time frame, correspondence and paperwork to include, BEO’s, group resume’s, fire marshal diagrams and all other established forms of communicating group & event details.
• Promote the meeting diamond program and encourage support departments participation in the overall success of all group and event business.
• Review sales contracts and understand group requirements for room block, cut-off date, special concessions, attrition clauses and meeting space requirements.
• Conduct and or participate in meetings such as: planning meetings, department meetings, BEO meetings, resume meetings, pre and post conference meetings.
• Proactively identify and seek to resolve potential service, product or other damaging issues that may negatively affect the customer and/or the hotel.
• Maintain detailed files, computer folders and accurate recording of information in Delphi, to track correspondence with clients as well as provide accurate detail for forecasting and consumption. Keep files neat, complete and in a state of readiness in accordance with departmental guidelines to ensure proper sequencing of activity checklists are being followed.

• Minimum of two years of college level courses with an emphasis on business or communications required. Bachelor’s degree in Hotel Management, Business Administration, Marketing or Communications preferred.
• Minimum of one-year experience at a supervisory level in guest contact areas of the hospitality industry. Food and Beverage or Hotel operations preferred.
• Math and analytical skills necessary to accurately solve and communicate financial and space utilization calculations.
• Proficiency in the following computer systems is preferred. Microsoft Office, Delphi FDC, LMS or other hotel operating system, Internet and Meeting Matrix.
• Hotel product and industry knowledge, i.e., staffing, operations, safety, security, union rules, structural, terminology, fire, police and health codes, hotel policies, city ordinances.
• Ability to read, write and speak the English language to fully comprehend guest requests, memos, proposals, general correspondence and similar written materials.
• Ability to learn and perform all essential job functions accurately and safely with minimal direct supervision, within the initial training period after the team member begins work.
• Any education, training or experience that provides the required knowledge, skills and abilities.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Due to the cyclical nature of the hospitality industry, someone in this role may be required to work varying schedules to reflect the business needs of the hotel and client.

With 2,500 beautifully designed guest rooms and suites showcasing some of the best views in town, Planet Hollywood encompasses more than 100,000 square-feet of gaming, several lounges, various restaurants including Gordon Ramsay BurGR.