Convention Services Manager

About the role

As the Convention Services Manager, you are responsible for ensuring the successful execution of banquet and catering events in the hotel's continuing effort to deliver outstanding guest service and financial profitability. You will manage, coordinate, and execute group assignments turned over by the Sales Department, monitor all contractual agreements, and effectively communicate necessary information to all hotel departments to meet group needs while maintaining strong client relationships.

Responsibilities

• Maintain strong client relations and ensure convention specifications are communicated and executed accurately and timely for a successful meeting experience.
• Monitor and manage room blocks according to contract, utilizing group history reports to maximize hotel revenue and adjust room blocks as necessary.
• Review sales contracts, including room blocks, cutoff dates, special concessions, and attrition clauses, and validate details with clients via a turnover letter.
• Monitor program deadline dates and work with clients to release unneeded meeting space to maximize hotel revenues.
• Produce and distribute convention resumes according to departmental standards prior to the first day of main group arrival, communicating any changes to hotel departments.
• Distribute Banquet Event Orders (BEOs) for groups and affiliates 10-14 days prior to events, or as per departmental standards.
• Accurately forecast group rooms and food and beverage revenues for assigned groups, upselling to achieve departmental goals.
• Check sleeping room and suite blocks, special room concessions, and rates as outlined in contracts with group reservations agents, updating them with any changes.
• Verify credit information in the account management software system, including estimated billing amounts, billing types, and contact details, updating as necessary until departure.
• Participate in site visits, plan meetings for upcoming groups, and engage in pre/post-convention meetings, reviewing bills with clients.
• Serve on-site group and catering clients, addressing questions about room blocks, food and beverage, function space, ancillary services, affiliates/exhibitors, and billing processes.
• Monitor and assess service and satisfaction trends, evaluate and address issues, and implement improvements.
• Respond to guest inquiries and special requests, resolving issues in a timely, friendly, and efficient manner.
• Prepare reports, correspondence, and analysis related to group activity.
• Lead, facilitate, and participate in meetings as needed.
• Perform other duties and responsibilities as assigned, including assisting in other hotel areas to support operations.

Requirements

• Bachelor’s degree in hospitality management, Business, or a related field preferred.
• Minimum of 5 years of sales/catering experience in a hotel with at least 10,000 sq. ft. of meeting space.
• Experience in client negotiation, including upselling, enforcing deadlines, and reviewing room blocks.
• Deep understanding of Corporate and Association group markets.
• Exceptional negotiation, communication, and presentation skills.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Proficiency in sales systems (e.g., Delphi.fdc) and Microsoft Office Suite.
• Professional presence and ability to represent the hotel brand with authenticity and integrity.

Skills

• Results-driven with a proactive, entrepreneurial mindset.
• Relationship-focused with a strong customer-service orientation.
• Strategic thinker who balances short-term wins with long-term growth.
• Collaborative team player with leadership qualities.
• Excellent communicator both within the hotel and with external clients.

Work Environment

This position primarily works in an office environment. Reliable transportation is required to make sales calls and attend events.

Physical Demands

• Standing or sitting for extended periods and moving about the hotel.
• Light work involving exerting up to 20 pounds of force occasionally, and/or up to 10 pounds frequently.

Schedule

• Ten-to-twelve-hour shifts are sometimes required.
• Flexibility to attend tradeshows, client entertainment events, and travel as needed.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity, Critical Illness, and Accident Insurance