Job Description
Job DescriptionJOB SUMMARY
Independently manages assigned guestroom, catering, and banquet business from initial qualification through event completion and post-event follow-up, exercising discretion and independent judgment to negotiate commercial terms, resolve client and financial matters, and serve as the primary liaison among clients, Sales, Revenue Management, Food and Beverage, and hotel operations.
Primary duties consist of performing office or non-manual work directly related to management or general business operations. Work includes the exercise of discretion and independent judgment with respect to matters of significance.
ESSENTIAL JOB FUNCTIONS
- Independently manage a portfolio of assigned group, catering, and event business from initial inquiry through final billing, post-event evaluation, and rebooking.
- Evaluate and qualify prospective business based on client requirements, available inventory, market conditions, revenue potential, operational considerations, and the hotel's sales strategy.
- Determine whether assigned business opportunities support the hotel's revenue and profitability goals; recommend appropriate rates, meeting-room assignments, food and beverage packages, concessions, and alternative dates or solutions.
- Negotiate guestroom rates, catering packages, concessions, event arrangements, and contractual terms within established authority; escalate matters only when they exceed delegated financial or contractual limits.
- Develop customized proposals, contracts, banquet event orders, group resumes, and client communications that accurately reflect negotiated commitments and operational requirements.
- Serve as the primary decision-making contact for assigned clients following the initial sale; advise clients on program design, guestroom needs, food and beverage selections, meeting logistics, and service solutions.
- Exercise independent judgment in evaluating client requests, last-minute changes, competing operational priorities, and potential service issues; develop solutions that balance client satisfaction with hotel efficiency, profitability, and contractual obligations.
- Identify and execute appropriate upselling opportunities, including enhanced food and beverage packages, audiovisual services, upgraded event experiences, and additional guestroom or meeting-space needs.
- Lead weekly banquet event order and group resume meetings with Sales, Food and Beverage, Front Office, Revenue Management, and other operational departments; establish priorities, identify potential challenges, assign follow-up responsibilities, and facilitate decisions necessary for successful program execution.
- Communicate material changes in group requirements and determine their operational or financial impact; negotiate revised arrangements with clients and coordinate approved changes with affected departments.
- Review and finalize assigned groups and events, including guestroom pickup, final billing, contractual commitments, commissions, rebates, and concessions.
- Review and resolve billing disputes and service-recovery matters; approve concessions, refunds, or billing adjustments within delegated authority based on contractual obligations, client relationships, service deficiencies, and financial impact.
- Meet with planners following events to assess performance, address deficiencies, identify corrective actions, and pursue rebooking opportunities.
- Build and maintain strategic relationships with existing, prospective, top-producing, and target accounts through appointments, prospecting calls, correspondence, networking activities, sales blitzes, and site tours.
- Develop account-specific strategies that support customer retention, revenue growth, and future bookings.
- Independently resolve significant client and guest issues arising from the sales or event process, selecting appropriate solutions within established authority and involving senior management when matters present unusual contractual, legal, or financial exposure.
- Establish clear expectations for clients and internal stakeholders regarding contract terms, deadlines, event requirements, operational limitations, and service delivery.
- Analyze client feedback, event performance, booking patterns, and operational results to identify opportunities for improved revenue, efficiency, communication, and customer satisfaction.
- Recommend and implement process improvements and best practices affecting sales administration, event execution, interdepartmental communication, and the overall client experience.
- Maintain accurate account, sales, booking, and activity information in Delphi or other designated systems; use this information to manage priorities, monitor results, and provide meaningful business updates and recommendations.
- Represent the hotel professionally during client meetings, property tours, industry events, employee functions, and guest programs.
- Participate in sales strategy meetings, operational meetings, training programs, and other hotel activities relevant to assigned responsibilities.
- Regular, reliable attendance and punctuality is a key component of this position.
- Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
- Maintains open and effective communication with team members and management.
- Attends and participates in team meetings.
- Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties and responsibilities as assigned.
EDUCATION
- Bachelor's degree from an accredited university or equivalent in related field.
EXPERIENCE
- A minimum two (2) years of experience in hotel catering, convention services, or event/meeting sales required.
- No supervisory experience required.
SUPERVISORY RESPONSIBILITIES
This position does not include any direct supervisory responsibilities, but does involve leading cross-functional meetings, coordinating banquet and operational staff during event execution, and influencing operational decisions without formal supervisory authority.
LICENSES & CERTIFICATIONS
- This position does not require licenses or certifications.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.
- Demonstrated ability to evaluate alternatives and make sound independent decisions involving rates, concessions, client solutions, and matters affecting revenue and customer relationships.
- Ability to assess the revenue, profitability, contractual, and operational impact of potential business and client requests.
- Ability to independently establish priorities and manage multiple complex groups, events, deadlines, and client relationships simultaneously.
- Strong written, verbal, presentation, consultation, and negotiation skills appropriate for corporate clients, meeting planners, and hotel leadership.
- Ability to anticipate challenges, evaluate possible courses of action, and implement