Convention Services Planner

l Baton Rouge; Baton Rouge (LA); On-site; USD 32,000 - 45,000; Full time

Job summary

PENN Entertainment seeks a professional to join the guest services team at L'Auberge Baton Rouge. You will actively build and maintain client relationships, coordinate group arrivals and services, and promote on-site amenities to maximize guest satisfaction and revenue.

The role requires strong communication, organization, and hospitality experience. Local benefits and a supportive Total Rewards program are offered alongside day-one medical coverage.

Qualifications

• Front desk experience or food and beverage background preferred.
• Strong communication and customer service skills.
• Excellent organization and attention to detail.
• Typing and computer skills required.

Responsibilities

• Create an atmosphere that encourages guests to choose L'Auberge Baton Rouge.
• Coordinate with client meeting planners on schedules and services.
• Recommend upgrades and cross-sell options to planners.
• Communicate with hotel departments to fulfil client specifications.
• Greet group representatives and review venue features and amenities.
• Maintain close communication with clients to resolve issues and ensure satisfaction.
• Contribute to group sales revenue planning.
• Attend trainings and inter-department meetings as required.

Skills

Customer service

Communication skills

Organization

Typing

Computer skills

Tools

Hotel Batch system

Sales System

Job description

Overview

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Responsibilities

• Creates an atmosphere that induces guests to have L'Auberge Baton Rouge as their resort/hotel of choice; responsible for actively building and retaining customer relations and acts as a mentor to other employees in order to provide superior customer service.
• Contacts client-meeting planners’ daily (verbal or written) to establish a schedule of communications. Discuss groups’ arrival, departure, function services, off-property functions and cross-sells amenities of property when appropriate according to written and signed contacts.
• Recommends, upgrades and cross-selling options and assists the meeting planner in the use of facility and off-site resorts.
• Communicates and follows though daily with all hotel service departments to ensure that all changes are being fulfilled according to clients’ specifications.
• Greets group representatives upon arrival and reviews all pertinent property locations and other features and amenities of the property, as well as of site venues.
• Maintains close communication with the client and is responsible for proactive resolution to all clients’ complaints to ensure achievement of customer satisfaction.
• Contributes to preparation of group sales revenue budget.
• Participates in training, operational, sales and inter-department meetings as requested.
• Maintains up-to-date group files with appropriate checklist form, call sheets, correspondence letters, and meeting planner questionnaires and trace systems.
• Monitors room blocks, deadline dates, Credit applications, receipt of deposits, and all contractual issues.
• Develops player base by cross-selling and promoting Players Club to qualified gaming guests; invites clients and guests to utilize the amenities of the Club in order to develop customer loyalty.
• Develops and maintains relationship with key recreation and entertainment suppliers.
• Assist with hotel room blocks and functions

Requirements

• Ability to use all equipment associated with the position including Hotel Batch system, computer keyboard, telephone and Sales System.
• Ability to review and comprehend all necessary reports and documentation.
• Ability to communicate effectively with customers and all levels of employees.
• Ability to effectively and efficiently move around all work areas.
• Typing and computer skills required.
• Strong organization skills and detail-oriented.
• Excellent written, verbal communication and customer service skills.
• Hotel front desk experience or food and beverage background preferred.