Convention Services Manager

Concord Hospitality Enterprises; Arlington (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Concord Hospitality Enterprises is seeking a Customer Success Manager to provide exceptional service to internal partners and external clients. You will manage pre-event, event, and post-event details, including room blocks, meeting space, concessions, and BEOs, ensuring smooth execution and client satisfaction.

As part of the team, you will forecast group room and F&B revenues, learn the hotel’s pricing and revenue strategies, and work with partners to maximize space utilization.

Responsibilities

• Monitor and manage all aspects of pre-event, event, and post-event details: track, detail, and communicate the particulars of each assigned event and group—including room blocks, meeting space, special concessions, group history, cut-off dates, contract clauses, event orders and BEOs, billing details.
• Forecast group rooms and F&B revenues with internal and external partners, and understand strategies to maximize released space and hotel revenues.
• Gain knowledge of hotel food and beverage offerings, pricing, and function space; learn revenue strategies and use tools to achieve team goals.
• Attend client functions as needed; work varying schedules and locations as required by business needs.
• Work independently or as a team leader to foster collaboration and drive hotel performance.

Job description

Description

Provide the highest levels of customer service to internal partners and external clients at all times. Deliver a successful experience for the planner and attendees with the goal of garnering both repeat and referral business.

Respond in a quick, timely, and professional manner to all internal partners and external customers, and deliver clear and concise communiqué that is representative of Concord Hospitality via all avenues of communication.

Demonstrate excellent time management, self-motivation, and organizationally savvy with a keen focus on details.

Prepare for and participate in all necessary internal meetings, conference calls, reporting, planning, and other communications required for this position. Also prepare for and participate in client site visits, tasting panels, pre- and post-cons planning meetings, networking, and other customer-centric meetings.

Effectively and efficiently monitor and manage all aspects of the pre-event, event, and post-event details: Track, detail, and communicate the particulars of each assigned event and group -- including but not limited to -- room blocks, meeting space, special concessions, group history and other reports, cut-off and other key dates, contract clauses, group resumes, event orders and BEO’s, billing details, and other integral aspects of groups and events.

Work with internal and external partners to accurately forecast group rooms and F & B revenues, as well as understand the conditions and strategies that will maximize released space and rooms and impact hotel revenues.

Gain knowledge of hotel’s food and beverage products, pricing and presentation, and learn about the hotel’s function space, audio visual, and any other details related to event success.

Learn and use digital sales systems (i.e. Delphi, CI/TY, PMS, etc.) and understand the hotel’s revenue strategies (i.e. product pricing, budgeted goals, etc.). Implement these tools and resources in order to accomplish individual and team goals and efficiently complete job duties.

Due to the nature of groups and events, be willing and able to attend customer functions as needed. The CSM may be required to work varying schedules and at varying locations required by needs of the business.

Most tasks performed by the CSM are conducted independently and with minimal direct supervision, or in a team environment with the employee acting as a team leader. Endeavor to work in a unified and collaborative way -- one that fosters team work -- and adopt an entrepreneurial spirit that enables one to make the best possible decisions for hotel and achieve the team’s overall goals.

Work to consistently meet the goals and performance metrics as required for this position, as outlined by hotel brand, Concord, your Regional VPS, and your supervisor.

Own your career development and be an advocate for training and job opportunities that will allow you to continue to hone and develop your talents, skills, creativity, and personal and professional growth.

Carry out any reasonable requests made by Management, and seek to comply with company’s policies and procedures.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Concord Hospitality