Convention Services Manager

Position Summary:

The position purpose of the Convention Services Manager is to manage, coordinate, and execute group assignments turned over by the Sales Department. Monitor all contractual agreements pertaining to guest room blocks, meeting space, food and beverage and special concessions. Effectively communicate to all departments (casino and hotel) the information necessary to successfully execute the group’s needs while maintaining a good client relationship.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

• Cultivate client partnerships and ensure that all details are communicated and executed for a successful and enjoyable experience for all involved.
• Organize all details related to group bookings and catering events from the Sales Phase to the Post-Event Phase. This includes but is not limited to managing room blocks and rooming lists, diagrams, signage, Banquet Event Orders (BEOs), face-to-face planning meetings, and the procurement of event supplies/vendors, and detailing food and beverage requirements.
• Review sales contracts as well as other important information, i.e., room block, cutoff date, special concessions and attrition clauses and validate with client.
• Handles and services rooms only groups including rooming list, billing and other logistical needs of the group.
• Verify credit information submitted in account management software system at point of turnover, to include estimated amount of billing, billing type, and appropriate contact and update information as necessary until departure.
• Recommend enhancements and or upgrades to maximize revenue.
• Plan and/or attend and/or participate in meetings with hotel staff and clients, including but not exclusive to Banquet Event Order Meetings, Group Resume Meetings, Menu Tastings, and Site visits.
• Plan and conduct pre- and post-convention meetings with clients and respective departments.
• Monitor conference activities on-site to ensure accurate and timely execution of conference arrangements.
• Monitor and manage room blocks according to contract utilizing group history reports and information given by clients to maximize hotel revenue, making adjustments as necessary.
• Communicate with Sales, Front Office, Revenue Management and Reservations in order to coordinate and monitor guest room blocks and special reservation needs.
• 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.
• Act as onsite contact for all assigned groups, as well as working with the customer to produce BEO’s and Convention/Group Resumes.
• Ensures that all special arrangements – Food and Beverage, Audio Visual, and other requests are properly documented on BEO’s and signed by authorized representative.
• Ensures timely distribution of all BEO’s and Resumes to the appropriate departments and follows up on any questions.
• Maintains detailed files, notes, records, and trace systems to ensure event meets with customer expectations.
• Verifies space requirements and meeting room set-up with the client.
• Confirms revisions in agendas, room blocks, etc. and notifies corresponding departments in a timely manner.
• Finalizes the program/agenda with client and checks all scheduled functions one hour prior to start time.
• Reviews BEOs in weekly BEO Meeting and Group Resumes in weekly Group Resume Meeting, and works with appropriate departments to ensure quality and satisfaction.
• Maintains positive guest and employee relations through prompt, precise, and courteous communication.
• Handle billing transactions, amenity requests
• All other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities):

• Ability to work flexible shifts and days of the week including holidays and weekends, based on group/convention business. The Convention Service Manager should be available to visit weekend groups.
• Qualifications (relevant experience, education and training). Must have previous banquet/event related experience.
• Must be at least 18 years of age.
• Must possess outstanding interpersonal communications skills to effectively interface with guests and team members.
• Basic skill level and experience with computers and associated software (Microsoft, Google, etc.).
• Ability to obtain and maintain all necessary licensing.

Physical and Mental Demands:

The job functions encompass a varied combination of physical functions, including, but not limited to the following:

• Regular standing, walking, reaching outward, occasional reaching about the shoulder level and frequent squatting, kneeling, and bending.
• Finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
• Ability to lift or carry up to 50 pounds.
• Ability to push/pull up to 50 pounds.

Rivers Casino Pittsburgh