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Conference Services Manager

posted October 3, 2017

Kalahari Resort & Conventions - Pocono Mountains
Pocono Manor, PA
433195 l

About This Job


To service all assigned groups from initial evaluation of the booking and first contact with the planner, to all room, catering, activities, billing, menu and meeting and social arrangements as contracted to ensure a "beyond expectations" performance by Kalahari Resorts. To optimize meeting room rentals, menu selection and sales, guest room cut-offs and assignments, representing client's needs but also at the same time maximizing revenue potential, service capabilities, and working within operational standards.


EDUCATION REQUIREMENTS: Four-year Bachelor's Degree in Hotel Management and/or four-year Bachelor's Degree are helpful but not required. Four years of experience in a convention center setting helpful. High school diploma or equivalent is required.

LICENSE/PERMITS REQUIRED: Must have valid driver's license for the applicable state.


  • Ability to understand sales, catering, conference service booking systems such as Delphi
  • Microsoft Word and Excel programs.
  • Audio Visual equipment knowledge helpful.
  • V1 experience is helpful.


  • Must be able to read, write and speak English.
  • Ability to establish rapport with leads discovers needs, overcome objections and close the sale.
  • Excellent communication and listening skills by phone and in person.
  • Presentation and time management skills.
  • Ability to manage own time and accounts.
  • Team player and leader by example.
  • Attention to detail when managing accounts.
  • High sense of urgency and understanding of meetings terminology a plus.
  • Prospecting and investigative market research.
  • Ability to work with many different managers and departments on behalf of the client.
  • General knowledge of the principles and practices of banquet food and beverage, banquet setup, and hotel management preferred.


  • Two to five years of conference services, group sales, or catering experience in a resort or hotel with substantial function space and/or heavy group volume preferred.
  • Experience with complex and multi-room/day programs preferred.
  • Has sales experience to up-sell food, beverage and meeting room services.
  • Experience with negotiating changes in complex programs a plus.
  • Experience with variety of market segments and budget levels helpful.
  • Have a broad understanding of the tourism industry and the day-to-day operations of a hotel/resort.


  • Heavy work - Exerting up to 50 pounds of force occasionally to lift, carry, push, pull, or otherwise move objects.
  • Flexible and long hours sometimes required including weekends and holidays. Time spent is sometimes dictated by the number of clients or groups on property or time of season.
  • Ability to move frequently throughout the large facilities.
  • Ability to be stationary for up to 8 hours at a time (when attending Trade Shows).


  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high-pressure situations.
  • Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
  • Must maintain composure and objectivity under pressure.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be effective at listening to, understanding, and clarifying the issues raised by Associates, Supervisors, Department Heads, Senior Management, and guests.
  • Must be able to adapt to a broad range of customer interactions, inquiries, and complaints.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions and statistical analysis.
  • Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
  • Make independent decisions while maintaining strong ethical standards consistent with company policy, rules and the ability to maintain confidential information.


  • Prepare and deliver all banquet event orders, group resumes, alerts, and other information regarding group business/flows in a timely and clear manner.
  • Maintain regular contact with all existing accounts in assigned market segments.
  • Identify and develop new accounts through telephone solicitations and email contacts when applicable.
  • Retain and maximize meeting room rental at or above budget.
  • Confirm and assist selection of menus which are priced correctly and maximize revenue opportunities through bar services, breaks, menus, etc.
  • Creatively assist client in cooperation with Chef on custom menus as needed and when budget of client warrants.
  • Conduct when appropriate Pre-convention meetings, Operation meetings, and Post-convention meetings.
  • Contribute to BEO meetings as required.
  • Guide client through all phases of final setup of functions and program ensuring all BEO's and addendums to contracts are signed and confirmed in a timely manner.
  • Provide creativity and resourcefulness in managing space needs efficiently.
  • Manage the function book for maximum use and minimal turns.
  • Grow repeat business by maintaining relationship with clients.
  • Track lost business and keep inquiries files for future prospecting.
  • Greet all meeting and banquet contacts/planners on a daily basis and assist with any changes or needs.
  • Stay in contact with meeting and banquet contacts/planners to verify meal times, breaks, and actual counts for functions.
  • Communicate on a daily basis with banquet and setup staff to keep them informed of group activity and needs.
  • Assist Director of Conference Services with budgeting and forecasting of group revenues.
  • Ensure proper setup of meeting rooms, including audio visual and other equipment per banquet event orders.
  • Supervise the load-in, setup and production of all events.
  • Ensure the proper upkeep, rental, billing and organization of all equipment and supplies.
  • Be the liaison between client and other resort departments while client is on-site.
  • Follow up on all leads and inquiries.
  • Cross-qualify all accounts for potential lead referrals to other Kalahari properties.
  • Fully understand and promote all property marketing programs.
  • Participate in civic events/organizations that promote business and Kalahari Resorts recognition.
  • Submit required reports to Director of Conference Services on a weekly, monthly, annual basis as requested.
  • Assist in ensuring completion of all forms within the department (call, lost business, weekly recaps, contracts, proposals, banquet event orders, etc.)
  • Periodically assist with monitoring account files and provide annual file audits.
  • Develop and implement yearly and monthly marketing strategies.
  • Participate in weekly sales, conference services and staff meetings when requested.
  • Solve, rectify and mediate all guest complaints and maintain guest complaint reports.
  • Consistently act in accordance with Company's management relation's philosophy, strategy and procedures as well as Company policies and procedures and department SOP's.
  • Participate in the Daily Promise meetings, to ensure optimal communication between entire staff.
  • Understand all duties of Sales, Catering, and Conference Service Teams and assist when needed.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


About This Employer

457 Room Resort

Who We Are

The latest and greatest of Kalahari's family of authentically African themed waterpark resorts and convention centers is now open - Kalahari Resorts & Conventions, in Pocono Mountains, Pennsylvania!

Experience the 100,000 sq. ft. Indoor Waterparkfeaturing a retractable roof, stand-up surfing or body boarding on the FlowRider, the twists and turns of the Anaconda and Swahili Swirl waterslides, relaxing lazy river and indoor/outdoor family hot tub, tons of activities for the little ones and much, much more!

Settle into one of our 457 beautifully appointed guest Rooms & Suites, take in one of our many incredible Dining options, enjoy the fast-paced action in the Family Entertainment Center, or rejuvenate at Spa Kalahari and Salon.

The Convention Center at Kalahari features 65,000 sq. ft. of flexible meeting space for events both large and small, along with award-winning catering and state-of-the-art technology to make your next event unforgettable.

Company Mission

We promise to deliver products and services beyond expectations.

Recruiting Vision

We understand recruiting as a mission, with the individual as the most important element in the process.  In mirroring the spirit of the brand, we promise authenticity, curiosity, honesty, timeliness, and follow-through.  Whether a current opening exists or not, relationship building is critical to the success of our company.

Team Characteristics

Kalahari Resorts & Conventions is a team of enthusiastically-empowered and loyal hospitality experts with the combined passion of flawlessly executing the creation of family time and world class conventions.

Many of our associates have been given the tools to be a success and have built careers.  Sixty-one percent of our leadership team has been promoted into their roles.  As an employer-of-choice, we’ve held on to A-players that seek responsibility and want to learn.

Each day, from intern to executive, we’re empowered to push the boundaries of hospitality through positively affecting the guest experience in a for-profit environment.  Questioning prior policy and strategy is routine, and each associate is required to not only be attentive to detail, but to dream and be curious about what could be.

Synergy, collaboration and the willingness to take risk is at the heart of our culture.  We must continually embrace change, while remembering that welcoming each guest is what brought our brand to the forefront.