MANAGER - GROUP & EVENTS SERVICES

The Manager, Group & Event Services is responsible for the precise and profitable servicing of assigned group business after it is booked by the Sales department. This position is the liaison between the Hotel and Client program manager and oversees the planning and on-site execution of meetings, events, and group catering operations from signature of contract through to day-of event. The manager is also responsible for subsequent client follow up, billing and financial closure of the program. This position ensures each program meets or exceeds their revenue expectations based on contractual terms and creates memorable guest experiences, recurring sales opportunities, and sales goal revenue achievement.

• Receives group or catering contractual files from Sales Department and reviews them for accuracy and thoroughness.
• Provides initial written communication with client within 24 hours once file is received. Provides verbal follow-up/introduction one week later.
• Provides written and verbal communication to client regarding the management of their account.
• Maintains contact with client on a regular basis to develop a relationship.
• Respond to requests by Meeting and Event Planners immediately.
• Outlines all details of the events in the form of Banquet Event Orders 15 days prior to the group arrival. 
• Sends all Banquet Event Orders to clients for their review and approval.
• Responsible for receiving rooming lists on time and monitoring reservation receipt and entry and group pickup.
• Review and submit rooming lists for upload, identify and internally flag all VIPs.
• Prepares group resumes containing details of all reservation, billing, and Banquet Event Order information within 10 days of group arrival and reviews resumes at weekly resume meeting.
• Interact with outside planners, vendors for event set-up and operational requirements.
• Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns.
• Distributes Banquet Event Orders and group resumes to appropriate hotel departments to facilitate efficient purchasing, planning, and employee scheduling.
• Schedules and coordinates pre-convention meetings for all assigned groups.
• Ensures that information regarding daily group functions are clearly posted via the hotel’s guest information system.
• Provides outstanding customer service to clients while they are in the hotel to ensure total guest satisfaction.
• Maintains accuracy of conference management information in Delphi.
• Must meet specified monthly/annual upsell goals as established during annual budgeting process.
• Prepares and sends thank you letters to departed groups.
• Works on special projects as assigned by the Director of Sales and Marketing.
• Attends all applicable hotel meetings: Sales Department, Staff, Food and Beverage, Resume, BEO, and Sound Check.
• Assists in building strong relations with other hotel departments, employees, and outside agencies and vendors.
• Complete all pertinent correspondence with outside vendors to finalize programs.
• Meet and greet in-house guests upon arrival, review the course of events and introduce other staff members (banquet manager, captain, etc.).
• Monitor performance of the banquet and catering team through verification and analysis or meeting planner satisfaction surveys and feedback and quality assurance audits. Provide timely feedback to the Director of Sales & Marketing and the Director of Food & Beverage to initiative service appropriate action.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure proper communication between sales and operations departments to satisfy any special group needs.
• Maintain pricing integrity and propose upscale menus and enhancements for clients.
• Partner with the Executive Chef, Banquet Chef, and Beverage Manager in the development or modification of banquet menus.
• Monitor actual sales, and revenues to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest and client complaints and implement changes to prevent future issues.
• Be visible on the floor and assist staff as needed during functions.
• Maintain effective relationships with clients.
• Present a professional image to employees, guests, clients, and owners.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented. 
• Maintain confidentiality of guest, employee, and company information.
• Assist Director of Sales & Marketing, Director of Revenue Management, and Director of Finance with month end financial close, monthly revenue forecast, and annual budget.
• Identifies strategies and secures opportunities for incremental post-contract revenue.
• Manage the Delphi or function book and adjust space to maximize revenue potential.
• Prepare and submit required reports in a timely manner.
• Finalize event billing and complete post-event communication, including post-event meetings as required.
• Plan and execute hotel holiday events and special programming as requested.
• Thorough understanding of meeting room set-ups and capabilities.
• Proficient knowledge of sleeping room configurations and types.
• Have comprehensive working knowledge of all operational departments within the hotel; culinary, stewarding, banquets, audiovisual, front office, guest services, reservations, housekeeping, engineering, purchasing, accounting.

This job description reflects the position’s essential functions; it does not encompass all the tasks that may be assigned.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• Must have a minimum of 3-5 years experience in catering sales, or conference services, preferably as a manager in a luxury lifestyle hotel property.
• Flexible work hours to include weekend and holidays to meet the demands of a 24 hour operation.
• College Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

SKILLS

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform complex quantitative calculations or reasoning.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Understanding of the Uniform System of Accounts for Lodging.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

ADDITIONAL REQUIREMENTS

• Deep understanding of lifestyle hotels and premium dining products and services.
• Passion for music and knowledge of music trends preferred.
• Self-starter with an entrepreneurial spirit and strong organizational skills
• Ability to travel occasionally.
• Ability to work evenings, weekends, and holidays, as needed.

Hard Rock complies with the City’s Workplace Vaccination requirements.