Convention Services Manager - Shangri-La Resort

JOB OVERVIEW: To assist in the overall efficient operation of the Event Services Department. Responsible for the efficient and professional coordination of any on-site event.

REPORTS TO: Director of Sales & Marketing

ESSENTIAL JOB FUNCTIONS:

• Perform administrative duties relevant to account responsibilities in compliance with corporate guidelines. Document and organize detailed requirements of each function. Coordinate activities of various departments to service accounts, such as directing room service in the creation and delivery of VIP amenities.
• Assign banquet/meeting rooms set up based on needs of clients, e.g., classroom, rounds. Review banquet associates’ work to ensure accuracy. Monitor in-house group activity providing assistance as needed such as organizing exhibit set up.
• Establish rapport with and entertain meeting planners while promoting hotel facilities and services. Conduct walking site inspections throughout property.
• Advise sales staff as to ability to accommodate client demands including phone requirements, fit of available space and materials such as booths. Assist sales staff in promoting hotel, developing leads, and securing rebooking.
• Plan and conduct pre and post convention meetings with clients and respective departments.
• Document tracking of group activity. Access and input data into a computer system to generate account history reports when requested.
• Communicate both verbally and in writing to provide clear direction to staff.
• Create Banquet Event orders for groups that are the responsibility of the Convention Services Manager and see the event through from start to finish.
• Meet and Greet clients upon arrival. Discuss the events of the day to ensure no charges are required.
• Secure payments for each event they are responsible for.
• Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Knowledge of lighting and sound equipment and usage. Ability to utilize a moderately complex computer system. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts. Able to lift, grasp, carry and/or push up to 50 pounds. Ability to work flexible schedule, as well as being able to work shift standing on feet and walking throughout hotel or sitting for long periods of time.

PERFORMANCE STANDARDS:

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you always remain professional, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, can solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, always, an “at will” associate.

The employee signature below constitutes employee's understanding of the requirements, essential functions, performance standards and duties of the position.