Convention Services Manager

Position Summary: The Convention Services Manager is responsible for the post-contract service, planning, detailing, and execution management of assigned group accounts with guest sleeping rooms. This position takes ownership of each group booking after the sales contract is signed, serving as the primary hotel point of contact for the group throughout planning and on-site stay. The role does not include prospecting or new business sales — it is focused entirely on flawless event detailing, accurate BEO and group resume preparation, proactive client communication, interdepartmental coordination, and precise billing management.

Essential Duties & Responsibilities:

- Assume primary ownership of assigned group accounts (40+ peak room nights) upon contract execution and serve as the group's single point of contact through planning and on-site execution.

- Conduct planning calls/meetings to confirm room block, function space, F&B, A/V, VIP, and vendor requirements; maintain proactive, ongoing communication with clients.

- Explain contract terms, attrition/cancellation clauses, F&B minimums, and cutoff dates; manage the room block and monitor pickup, notifying the Director of Sales & Marketing of attrition risk.

- Prepare accurate, complete BEOs and group resumes for every function; distribute to all relevant departments (Front Desk, Housekeeping, Banquets, F&B, Engineering, Accounting) and manage same-day change sheets.

- Maintain organized, current group files in the catering management system (Delphi FDC or equivalent).

- Attend BEO/resume/Sales & Catering meetings and brief department heads on group specifics and VIP needs.

- Be present and engaged on-site during group arrival, program, and departure; monitor functions in real time and resolve issues immediately.

- Conduct pre-con meetings for complex/high-profile groups; coordinate room assignments, VIP amenities, and special requests with Front Desk/Housekeeping.

- Prepare and reconcile final group billing (room, F&B, A/V, ancillary charges); review the master bill with clients and resolve disputes with Accounting.

- Monitor and calculate attrition/cancellation exposure; process attrition billing per contract terms.

- Maintain records of contracts, change orders, and billing correspondence; prepare production/pickup reports and post reader board/event signage.

- Perform other duties as assigned by the Director of Catering or Director of Sales & Marketing.

Qualifications

Knowledge and Skills Required:

- Bachelor's degree in Hospitality Management, Business, Communications, or related field preferred; equivalent experience considered.

- Minimum 2–3 years of hotel convention services, catering services, or group event management experience required.

- Experience preparing BEOs/group resumes, managing room blocks, and handling group billing/attrition strongly preferred.

- Familiarity with catering/group management systems (Delphi FDC or equivalent) and PMS (Opera or equivalent).

- Excellent written and verbal communication skills; high proficiency in Microsoft Office Suite.

- Strong organizational and time management skills for handling multiple concurrent group programs; calm, solution-focused demeanor under on-site pressure.