The Hotel at Auburn University
  • Auburn, AL, USA
  • Full Time

Reports to: Senior Conference Service Manager      

POSITION PURPOSE:

To plan and coordinate group accommodations, meetings, banquets etc. ensuring all arrangements are made and executed to the customer's expectation and satisfaction.

 

ESSENTIAL FUNCTIONS:

Basic Responsibilities:

PRE-EVENT PHASE

  • Become familiar with any assigned group file: review signed sales contract and discuss group profile and any special notations with the Sales Manager concerned if necessary.
  • Match program agenda with Function Diary to assure all space has been properly booked and assigned. Sales Manager will introduce CSM to Meeting Planner via phone call or email.
  • Review billing on contract. If direct billing has been requested, follow up with Accounting on status. Obtain method of payment prior to group arrival, and forward credit card authorization and other necessary information to Accounting.
  • Call client to check anticipated room pick up. Obtain rooming list by contracted due date. Compare list to contracted room block. If rooms are added for pre or post stays, check with Revenue Manager to ascertain applicable rate.
  • Obtain rooming list changes, if any, from Meeting Planner. Send to Reservations Manager to update in Opera. If room block drops below the contractually agreed number, advise the client that they will be liable to attrition charges (dependent on contract) which will be calculated and presented before or after the group's departure per his or her preference.
  • After the rooming list has been input in Opera, check it against the client's list. CSM to send the final list with confirmation numbers to client to sign and return.
  • Coordinate all catering functions as per contract. Customize selling approach to the meeting planner's needs to maximize sales. Specialize food and beverage programs by tailor-making and upselling menus, additional F&B functions and other miscellaneous items to meet client's requirements. Always be ready to anticipate client and guest needs well in advance.
  • Sell/upsell rooms, F&B and other miscellaneous items at all opportunities to ensure hotel revenues are maximized.
  • Create a Group Resume outlining all arrangements pertaining to the entire program including guest rooms, F&B, etc. as well as Banquet Event Orders (BEOs) for all catered functions with guarantee numbers for client to sign and return prior to group arrival. Ensure all information is clearly detailed, accurate and all billing instructions are specified.
  • Order floral, linen, equipment rental, etc. Coordinate off-site events such as local tours, golf tournaments, Ag Heritage Park events, Alumni Center etc. as per the client's request. Use only hotel approved vendors and make sure that prices are marked up accordingly. Should the client bring in his/her own vendors ensure they provide the appropriate certificates of insurance to the Hotel prior to arrival.
  • Coordinate room drops and amenity orders with Guest Relations Coordinator and Front Office.
  • Demonstrate appropriateness in responding to clients at all times.
  • Return all calls within the same day.
  • Constantly communicate with all other departments heads both verbally and in written form.
  • Distribute all BEOs and Group Resumes at least 10 days and 7 days out respectively prior to the group's arrival.
  • Attend BEO meeting to review all upcoming groups/ events.
  • Attend weekly Ops meeting to review Group Resumes and answer any questions that Operations may have.
  • Follow up on all changes, additions, pop ups, cancellations or special requests promptly and ensure that all relevant information is communicated to all operating departments concerned accurately and timely.
  • Where applicable, send welcome amenities to meeting planner and VIPs upon arrival with card from Sales Manager and/or CSM. Obtain arrival information to ensure timely delivery.
  • Adhere to hotel policies and procedures.
  • Resolve function space concerns or other pertinent issues prior to group arrival.
  • Responsible for accurate group room nights and Banquet revenue forecast.
  • Initiate, develop and implement action plans pertaining to product, service, and revenue improvements.

EVENT PHASE

  • Setup a pre-conference meeting with on-site group contact upon arrival when necessary. Present to client a pre-con packet containing a phone list of all departments, a copy of their Group Resume and BEOs as well as other useful general information.
  • Go over Group Resume, rooming list and BEOs with client for any last minute changes. Communicate latest information to all operating departments concerned promptly.
  • Receive and arrange storage for any shipments to the Hotel made by client prior to the group arrival.
  • Act as a liaison between the meeting planner and Hotel operations. Always be professional when dealing with client and hotel employees.
  • Promote and follow the departmental service basics and company philosophy.
  • Oversee and follow up with client during all phases of program in house to ensure client's full satisfaction with all arrangements.
  • Keep the Hotel Manager informed of any complaints or problems and assist in resolving them to client's satisfaction.
  • Review preliminary master account with contact upon departure.

POST EVENT PHASE

  • Call to obtain feedback within 24 hours for local clients or 72 hours for out-of-state/overseas clients. Send thank you letter to client within 7 days after group's departure.
  • Check file for all invoices and back up. Review booking recap to make sure all totals of revenue match, otherwise, verify and adjust invoices accordingly.
  • Review and calculate attrition penalty if applicable after all rooms have departed. Communicate directly to Accounting what amount to bill, no later than 2 business days after group's departure.
  • Ensure all captains reports are copied into Delphi as reference for future bookings. Add any preferences from the group and/or client to the comments section of the Delphi booking.

2.) Secondary Responsibilities

  • Handle Banquet inquiries and events as business demand dictates.
  • Assist in annual budget control, along with short and long term forecasting.
  • Assist Management in projects or other matters as required.
  • Provide lateral service to other departments as and when such needs arise.

3.) Financial Responsibilities

  • Meet or exceed all departments and individual financial goals by maximizing revenues at all opportunities.
  • Make sure that all billing is correct and current prior to group's departure to minimize adjustments to mater account.
  • Assist client to work within the group's budget when required without compromising the profitability of the hotel.

4.) End Results

  • Meet or exceed quarterly and year-end Banquet revenue budget.
  • Provide the highest standards of service without sacrificing quality.
  • Always meet and exceed client's expectations to achieve 100% Meeting Planner Satisfaction

5.) Other

  • Due to the nature of the hospitality industry and/or job responsibilities, the employee may be required to work varying schedules to reflect the business needs of the Hotel.

6.) Qualifications 

 

  • Education: Four-Year College Degree preferred, however, any combination of education and training within hotel Sales or Catering may also be considered.
  • Experience: Minimum 2 years of Sales, Catering and/or Food and Beverage service experience in the hospitality industry.  
  • Knowledge/Skills/Ability:
      • Ability to effectively communicate with customers in a friendly and positive manner, in order to solicit business, meet client needs and resolve complaints.
      • Ability to listen, speak and write English to respond to client needs.
      • Must be well organized and detail oriented. Must be able to work both with a team and independently in a fast-paced environment.
      • Knowledge of a hotel structure and how all departments interact.
      • Knowledge of Food & Beverage preparation techniques, health department rules and regulations, as well as liquor laws and policies.
      • Other languages still preferred.
      • Proficient in Microsoft Office
      • Regular attendance in conformance with the standards, which have been established by West Paces Hotel Group, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
      • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
      • Licenses or certificates: No special license required.
The Hotel at Auburn University
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