Convention Services Manager

Job Description:

This position manages, coordinates, and executes group contracts turned over by the Sales Department. This includes Groups, Conventions, In-House and Special Events for the Guest House at Graceland and Elvis Presley Memphis Complex with 80,000 square feet of event space as well events at possible off-site venues. Monitor all contractual agreements pertaining to guest room blocks, meeting space, food and beverage and special concessions Responsible for generating Convention Revenue, Banquet Revenue and Sleeping Room Revenue. Manages relationships with both customers and support departments daily.

KEY RESPONSIBILITIES:

Driving Customer Satisfaction

Continue to drive high customer satisfaction by maintaining positive guest and employee relations and increase Guest Satisfaction scores by ensuring prompt, courteous and proper service. Manage customer relationships from account turnover through execution of event. Utilize feedback from the Customer Surveys to continuously improve customer satisfaction

Instrumental with Sales Initiatives

Assist the Sales Team and Sales effort regarding both repeat and new groups. Instrumental with customer site visits, entertainment events and planning meetings. Establishes and maintains relations with client base to encourage re-booking of events.

Increasing Group Revenue

Maximize banquet food and beverage revenue as well as ancillary services such as audio-visual, entertainment, tours, restaurants, etc. Continuously upsell products and menus to exceed contracted food and beverage revenue

ESSENTIAL FUNCTIONS:

• Review sales contracts and understand group requirements in regard to room block, cut-off date, special concessions, attrition clauses and meeting space requirements.

• Verify billing information submitted at point of turnover, to include estimated amount of billing, billing type, and appropriate contact and update information as necessary until departure.

• Plan, upsell and detail the program with the client including verification and modification of space requirements, times, equipment, menus, themes/decorations, etc.

• Act as a liaison between the guest and support departments to ensure complete guest satisfaction within all areas of the properties.

• Conducts and/or participates in meetings such as: Site Inspections, Planning Meetings, Department Meetings, BEO Meetings, Pre and Post conference meetings.

• Work with third party companies such as exposition and decor companies on client’s behalf to be sure client’s needs are met.

• Partner with Banquet Operations team to ensure room sets are correct and events are executed as expected by clients and communicated through BEO’s.

• Maintain detailed files, records, and accurate recording of information in Delphi regarding correspondence with clients as well as forecasting and consumption.

• Create and distribute within established time frame, correspondence, and paperwork to include but not limited to, BEO’s and Group Resume’s.

• Understand capacities of all event space regarding various sets to maximize the most efficient use of space.

• Anticipate and handle customer complaints and or problems to ensure quality product delivery, customer satisfaction and repeat business.

JOB REQUIREMENTS:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.

• Requires excellent communication skills, both verbal and written.

• Must possess basic computational ability.

• Must possess basic computer skills, including Word, Excel, and Account Management software. (Delphi knowledge is preferred)

• Must have excellent interpersonal and sales-related skills.

• Must have exceptional organizational skills.

• Must be able to handle multiple tasks and projects daily.

• Must be able to accurately type at least 50 words per minute.

• Must be able to work independently with little or no supervision

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

Qualification Standards:

Education: High school or equivalent education required. Bachelor’s Degree preferred.

Experience: Prior administrative/receptionist experience required. Prior hospitality experience preferred.

Licenses or Certificates: Not applicable.

Grooming: All employees must maintain a neat, clean, and well-groomed appearance by company standards.

PHYSICAL REQUIREMENTS: Ability to stoop, reach, walk, and stand for long periods of time; good clear speaking voice is essential to communicate both in person and on the telephone; ability to lift up to twenty-five (25) pounds.

CONDITION OF EMPLOYMENT: Work in a non-smoking area; work extra hours as needed to include weekends and holidays; ability to maintain confidentiality; and be able to work outside in all types of weather.