Convention Services Manager

Peppermill Resort Spa Casino; Reno (NV); On-site; USD 70,000 - 90,000; Full time

Job summary

Peppermill Resort Spa Casino in Reno seeks a Convention Services Manager to lead planning and execution of group events from contract to post-event billing. You will serve as the primary liaison between the hotel and clients, coordinating with all departments to ensure flawless service and exceed expectations.

The role requires exceptional organizational, communication, and problem-solving skills, with the ability to manage multiple complex events and maintain detailed client records for repeat

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 2+ years of experience in hotel event management or convention services.
• Flexible schedule to work any hours when groups are in house.
• CMP certification highly desirable.
• Proven ability to manage multiple complex events simultaneously.
• Excellent verbal and written communication.
• Strong organizational skills with attention to detail.
• Proficient in Word and Excel; familiarity with Delphi, Amadeus or FDC systems.

Responsibilities

• Serve as main point of contact for Conventions, Conferences, Tradeshows, Meetings, and groups after a sales contract.
• Act as on-site contact for clients and Peppermill staff; lead pre-convention meetings.
• Create and manage Banquet Event Orders (BEOs) and event resumes.
• Coordinate all client communications, site inspections, and pre-planning meetings.
• Finalize event details including room setups, AV, transportation, and amenities.
• Manage room blocks, rooming lists, and coordination with reservations/front desk.
• Ensure prepayment from clients by specified due dates with accounting.
• Identify upselling opportunities to maximize revenue.
• Address last-minute needs or changes during events to ensure satisfaction.
• Post-event billing, debriefs, and maintain records for future business.

Skills

Excellent verbal and written communic

Exceptional organizational skills

Strong problem-solving skills

Attention to detail

Education

Bachelor's degree in Hospitality Management, Business Administration, or related field

2+ years of experience in hotel event management/convention services

Tools

Microsoft Word

Excel

Delphi

Amadeus

FDC Catering/Sales system

Job description

The Convention Services Manager (CSM) is the primary liaison between the hotel and its group clients after a contract has been signed. The CSM is responsible for planning and executing all aspects of a group's event, from initial planning phase to post-event billing, ensuring a seamless and successful experience that exceeds client expectations. This role requires exceptional organizational, communication, and problem-solving skills, serving as a vital point of contact for clients and a central hub for all internal hotel departments.

Duties

• Serve as the main point of contact for Conventions, Conferences, Tradeshows, Meetings, and other groups after a sales contract has been executed.
• Additionally, serve as the main contact for Peppermill staff regarding all matters of the group
• Conduct and manage all client communication, including pre-planning meetings, conference calls, and site inspections.
• Create and manage all Banquet Event Orders (BEOs) and event resumes, ensuring accuracy and clear communication of all client requirements to relevant hotel departments.
• Identify upselling opportunities to maximize revenue potential.
• Work with clients to finalize all event details, including meeting room setups, audiovisual needs, transportation needs, amenities and special requests.
• Manage room blocks, rooming lists, and work with hotel reservations and front desk departments to ensure flawless execution of every aspect of the group’s stay.
• Obtain signed BEOs and work with accounting department to ensure prepayment from clients is collected by their specified due dates.

Event Execution & On-Site Management

• Act as the on-site point of contact for clients as well as the Peppermill during their event, addressing any last-minute needs or changes.
• Lead pre-convention meetings with all hotel departments (Banquet, Catering, Front Desk, Housekeeping, Security etc.) to review event details and ensure a smooth execution.
• Ensure all event setups, AV, services, and amenities are delivered as specified in the BEOs.
• Proactively solve any issues that arise during the event to ensure client satisfaction.

Post-Event & Administrative

• Work with accounting in a timely manner on the final bill ensuring all charges are accurate before it is sent to the client.
• Conduct post-event debrief meetings with the client to gather feedback and solicit future business.
• Maintain detailed records of client communication, event history, and feedback for future reference.
• Work with the sales team to transition satisfied clients into repeat customers and long-term partners.

Additional Duties:

• Perform other tasks as assigned by the Director of Convention Services.
• Attend all meetings and trainings with hotel staff as deemed necessary
• Stay informed on industry trends, market conditions, and competitor activity, with an emphasis on technical and meeting advancements.
• Maintain thorough knowledge of hotel policies, safety regulations, and industry compliance standards (e.g., fire codes for exhibits/trade shows).

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (or equivalent work experience).
• [2+] years of experience in hotel event management, convention services, event planning or coordination, or a related field.
• Must be flexible in work schedule and ability to work any hours or days of the week as they are needed when groups are in house.
• CMP certification highly desirable.
• Proven ability to manage multiple complex events simultaneously.
• Exceptional organizational skills with a strong attention to detail.
• Excellent verbal and written communication skills, with the ability to build rapport with diverse clients.
• Strong problem-solving skills and the ability to remain calm and professional under pressure.
• Proficient in Microsoft Word and Excel; familiarity with Delphi, Amadeus or FDC Catering/Sales system preferred