Conference Service Manager

Hotel Viata, 320 S Capital of Texas Highway, West Lake Hills, Texas, United States of America Req #213
Tuesday, November 5, 2024
Who We Are: Discover a hotel in Austin, TX that feels worlds away, where touches of Amafi Coast and Texas mix to inspire a lifestyle like no other. A joy for living and a call into nature are found here. After an afternoon spent sipping prosecco on the patio or watching the sunset beside the sparkling pool, you'll start to feel like you've found yourself on a holiday abroad, even though you're just minutes from downtown.
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Position Summary:Primary responsibility is to provide clients, guests and/or event planners a smooth transition between sales and events once the contracted piece of business is received. Responsible for leading the planning, organization, and creatively bringing together customer visions and budgets with property resources to exceed customer expectations and meet/exceed property goals. Acts as central contact for assigned group business.
Duties & ResponsibilitiesPrimary Responsibilities/Essential Functions:Act as liaison between client and hotel operations in clearly and accurately disseminating information to ensure operational excellence. Executes against the details within written sales agreements for varied events including full-service meetings, conventions and social and corporate events. Ensure a high probability of client rebooking for future events.Meets with customers to understand needs, offer suggestions, and determine all set-up needs, audio visual equipment and menu items. Anticipates all needs to provide a flawless execution of the event. Identifies opportunities to cross-sell and up-sell services to optimize total revenue potential and guest experience.Hosts or participates in site inspections, pre-conference meetings and client presentations to ensure property's offerings are showcased.Serve as a team lead and bring leadership and operational guidance to team members across all Departments.Creates and maintains each event's banquet event orders (BEO) and detailed resumes outlining all event details, including instructions for the event, setup, menu and wine choices, billing, reservation method, arrival and departure information, VIPs, billing instructions and any additional details. Maintains appropriate contact with customer contact to ensure accuracy and finalize all event details.Communicate all information to appropriate operational departments to ensure customer needs are being met during weekly BEO Meeting and Resume Review during Leadership Meeting and address all staff questions.Attends and oversees execution of events to ensure client satisfaction. Works closely with banquet and culinary departments on operational logistics and event execution to quickly evaluate alternatives and decide on a plan of action as needed.Provide detailed cost estimates to clients and timeline of payments/deposits due dates ensuring timely payment for all events. Ensure that client meets and exceeds contracted food and beverage revenue minimums.Coordinate with Group Rooms Coordinator to ensure that reservations and rooming lists are facilitated on a timely basis ensuring that blocks are filled maximizing revenue potential per the contract.Conduct Menu Tastings for qualified events and partner with clients to provide guidance in meal selections according to their vision and preferences.Manage relationship and act as hotel liaison with DMCs and outside vendors, including Audio Visual, Production, Floral, Entertainment, Security, Tent/Equipment Rental and Transportation ensuring client needs are met and hotel standards and policies are maintained.Lead client and internal meetings including pre-con and post-con meetings when appropriate.Develop relationships with clients and provide exceptional service to secure future repeat business. Ensure that Unifocus Pre/Post Event Survey scores remain in the 90+ percentile.Promptly follow up with customer inquiries and needs.Inspect event facilities to ensure that they conform to customer set-up requirements and report any repair/maintenance issues promptly.Resolve guest complaints within scope of authority, otherwise refer the matter to upper management. Notify supervisor and/or Security of all unusual events or circumstances.Review event bills for accuracy prior to sending to client for payment.Facilitate revisions to resumes, BEO, turnover checklists, etc., via Delphi Help Desk.Assist with annual review of catering menus.Other Responsibilities/Supportive Functions:Maintains well-documented, accurate, organized and up to date file management system to serve client and maintain records of sales efforts and activities. Ensure that P Drive folders for all group files are maintained and accurate.Completes all required training as scheduled.Must wear closed toe and heel shoes. Slip-resistant shoes recommended and may be required. Follows all safety policies and procedures. Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations.Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.Note:This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed. Qualifications (relevant experience, education and training):High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor's degree in hospitality management or business management desired.Two to four years of experience in event management with a proven and successful track record in similar setting. Hospitality experience preferred.Organization of event activities to ensure compliance with applicable regulations and laws, satisfaction of participants and resolution of any problems that arise.Strong knowledge of sales techniques with strong skills and ability to upsell services.Requires ability to determine needs of customers and persuasively present options through email, verbal face-to-face and telephone interactions.Requires working knowledge of MS Office applications, Delphi, Sertifi, Diagraming software and ability to learn and use telephone and computer systems used at the hotel.Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.Must maintain a clean appearance and professional demeanor.Special Skills & Abilities/Mental and Physical Demands:While performing the duties of the job the team member regularly stands and walks for sustained periods of time.Works at a quick pace, maneuvering between functions occurring simultaneously.The team member occasionally grasps objects such as presentation materials.The team member occasionally reaches by extending hand(s) and arm(s) in any direction while performing essential functions of the job.The team member frequently talks when communicating with current or potential clients and staff.The team member frequently needs to hear voices while interacting with guests and staff.Exerts up to 50 pounds of force occasionally when called upon to assist with banquet or conference set-ups and breakdowns.(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required.) Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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