Conference Services Coordinator

Description

We’re searching for that one special person for an exciting new role to fill at our fast-paced, high performing downtown Nashville, TN hotel located in the iconic Downtown Nashville Entertainment & Dining District. Our 207 guest rooms are some of the most spacious rooms in all of Downtown. We're one block from the Country Music Hall of Fame and Museum, Music City Center, and Bridgestone Arena. It's a 10-minute walk to Ryman Auditorium, the Johnny Cash Museum, and Broadway. Titans pro football is a mile away, and Vanderbilt University is two miles west.

The individual we are seeking will be responsible for servicing and maintaining all group and catering business opportunities from all market segments and regions.

Flexibility in scheduling to accommodate the hotel’s business and staffing needs is a must. This role is one of our on-site representatives for the direct sales and marketing efforts of the hotel and works closely with the Director of Sales and Marketing, the Area Director of Revenue Strategy, and the property leadership team to manage all types of accounts/guests (Groups, Catering, or Business Transient) to achieve guest satisfaction.

This position is an ideal opportunity for an individual looking to gain valuable experience and exposure in the day-to-day operation of the hotel in the Sales & Marketing discipline and is tailor made for someone who aspires to advance into hotel sales and marketing

REPORTS TO: Director of Sales & Marketing

ESSENTIAL JOB FUNCTIONS:

1. Ability to work in a fun but very fast-paced proactive hotel environment that requires an ability to multi-task across Sales, Reservations and Operations.
2. As a member of the Sales Team - Builds and maintains strong client communications and guest relationships.
3. Detail events to include all food & beverage, setup, and audio-visual needs. Develop job knowledge to ask appropriate questions of the clients and make suggestions to ensure the details meet the group and the hotel’s needs.
4. Create merged contracts and other related booking documentation as required including but not limited to activity tracking. Manage and maintain client account files. Create group resumes and communicate client needs to all departments of the hotel and attend weekly staff meetings. Inspect that hotel staff follows through on all requests.
5. Maintain strong and accurate records and accounting for all group, catering, or other business opportunities using all local processes, relevant brand systems, property sales systems, and appropriate management company systems to maintain the integrity of the data and reporting accuracy.
6. Assist sales team in responding to incoming group/catering business inquiries & opportunities in a timely manner (within 4 hours).
7. Assist with hotel site inspections and client property tours as needed.
8. Ensures that all business is booked within hotel parameters and accurately input into all relevant sales, brand, and management company database systems.
9. Ability to work client-facing at the Front Desk with knowledge of the Hilton OnQ system to serve check-ins, check-outs and guest service. Many of the above sales activities will need to be managed while at the front desk as business levels dictate.
10. Print and review the daily arrivals to flag top LNR/CNR accounts potential VIPs.
11. Distribute to the sales managers.
12. Follow up with clients to finalize all BEOs’ 7-10 days prior to Group’s arrival. Make sure the groups meetings & meals/break details are distributed to departments via the BEO program in the Delphi Sales Computer System. Post BEO’s 2 week’s prior to arrival on the back office bulletin board, with a copy to Housekeeping and the Kitchen bulletin Boards. For edits/changes to any item on a BEO that occurs after the BEO is distributed, flag CHANGES on the top of the new BEO and hand walk to each department head.
13. Tasks as assigned by the Director of Sales.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English, 2^nd language helpful but not required.

Self-starting proactive personality with a professional, even disposition. Maintain a professional appearance and manner at all times. Knowledge of a hotel structure and how all departments interact. Ability to effectively communicate with customers in a friendly and positive manner, meet client needs and resolve complaints. Ability to move throughout the hotel to conduct site inspections when needed. Familiarity with Delphi.FDC, OnQ, OnQ R&I, Other Hilton applications and/or certifications, and Microsoft OfficeS Applications. ProftSword systems preferred but not required.

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with hotel staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every hotel associate is a guest relations ambassador, every working minute of every day.

Work Habits:

To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to the Hampton Inn & Suites Nashville Downtown. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Qualifications

Hotel Experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)