Hilton Grand Vacations

Convention Service Manager - H

Hilton Grand Vacations • $95K — $97K *
Burlingame, CA 94010In-Person
Hospitality & Recreation
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in event management within the hospitality industry
  • Proficient in using event management software such as Social Tables and property management systems like PMS, MARSHA, PASSKEY
  • Strong customer relationship management skills
  • Ability to manage budgets and financial details for events
  • Exceptional communication and interpersonal skills
  • Demonstrated ability to lead and coordinate teams of diverse hotel staff members
  • Effective problem-solving skills with a focus on customer satisfaction

Responsibilities

  • Manage and plan meetings, conventions, and related activities
  • Coordinate and follow up on group business contracts within required timeframes
  • Maintain organized file management for client and employer needs
  • Develop and maintain customer profiles and effective trace systems
  • Build strong customer relationships through professional communication
  • Follow up on client inquiries and needs in a timely manner
  • Focus on maximizing revenue through account retention and service quality
  • Prepare event-related documents and manage logistics for successful execution
  • Monitor client event budgets to optimize revenue
  • Create accurate floor plans and manage event setup in collaboration with hotel staff

Benefits

  • Medical
  • Dental
  • Vision
  • 401 K with company matching
  • Toll reimbursement
  • Meal pay
  • Life Insurance
Full Job Description
Pay Range:

$95,000 -$97,760

Job Duties:
  • Responsible for the management and planning of meetings/conventions and related activities. Attends Banquet Event Order (BEO) and staff meetings and perform as a team leader for all hotel department staff participating in the event delivery process. Update Front Office with weekly forecast and in-house groups.
  • Coordination of all group business as developed by the sales manager. Contact and appropriately follow-up on all signed/contracted business within 5 working days of file turn. Determine and coordinate of all event planning needs.
  • Maintain well documented, accurate, organized and up to date file management in order to serve client and the employer in the most expedient, organized and knowledgeable manner.
  • Develop customer profiles and maintains an effective trace system including trace dates and references resulting in superior account service and increased revenues.
  • Develops strong customer relationships through appropriate client communication and the use of professional, courteous and ethical interpersonal interaction.
  • Follow up on all client needs and inquiries in an efficient and expedient manner.
  • Focuses on revenue-generating activity and maximizes selling time through retaining accounts/clients, maximizing account yield opportunities and sales effectiveness.
  • Up-sell and detail the program with the client including; verification and modification of space requirements, audio-visual, times, equipment, menus, themes/decorations, etc. Prepare the appropriate resumes, BEO's, and paperwork to ensure quality service.
  • Manage function details and related activities to ensure that program requirements are satisfied. Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business.
  • Improve hotel convention services' products through; (a) participate in the development of new sales tools, menus, themes, and decorations, (b) participate in the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customer's needs.
  • Monitor and control individual client event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.
  • Work in liaison with the banquet and banquet kitchen departments to ensure timely deliverance and execution of the event.
  • Attend and lead pre conference meetings. Coordinate the pre-con between the client and hotel staff and review the details of the BEO with all parties
  • Initiate Billing Procedures, ensuring any deposits and/or credit applications are received with adequate information and within an acceptable time frame.
  • Complete diagrams for all groups using Social Tables software
  • Work closely with the client and hotel departments throughout the duration of assigned groups/conventions/programs by being available to assist the client and provide information to hotel departments at the appropriate times. This includes communicating between Sales to Front Office Associates as well as Banquet Staff. Responsible for making sure event and stay runs smoothly.
  • Create floor plans for each event to ensure banquets and clients are in agreement prior to set up
  • Work in partnership with the banquet/event staff to ensure the highest quality presentation/service is being delivered with an emphasis on attention to detail. Attend to and respond to guest complaints/comments.
  • Responsible for entering Sales contracts & create group blocks in PMS & MARSHA, PASSKEY
  • May make reservations for group blocks, some individual reservations for long-term and repeat guests, and also for guests who have negotiated corporate rates. These may include reservations for Stanford Hotel Associates and VIP reservations. Some reservations may be packaged to include food and beverages.
  • Follows up on the progress of any additional information needed for groups booked, such as guarantees, room night pick up, cut off dates, etc. with operational team and Sales Managers
  • Perform special projects and other responsibilities as assigned.
  • Assist Front Office, Banquets and Director of Sales and Director of Catering with miscellaneous tasks.

Benefits:
  • Medical
  • Dental
  • Vision
  • 401 K -company matching
  • Toll reimbursement
  • Meal pay
  • Life Insurance


About Hilton Grand Vacations

Hilton Grand Vacations is a global leader in vacation ownership, providing exclusive access to some of the world's most popular destinations. With a portfolio of 62 resorts and over 325,000 members, the company offers a range of vacation experiences, from beachfront getaways to mountain retreats. Hilton Grand Vacations is committed to providing exceptional customer service and creating unforgettable vacation memories for its members.
Learn more about Hilton Grand Vacations
Size
13,000 employees
Market Cap
$4.3 billion
Industry
Hospitality & Recreation
Net Income
-$201 million
Founded
1992
5 Year Trend
+8.1%
Revenue
$894 million
NASDAQ
HGV
* Ladders Estimates

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