Concierge-Event Services-Full Time

SUMMARY:

To serve as the liaison with Catering/Event Service Managers and all operational departments with onsite meeting contact. This position is highly visible and the central point for handling and addressing special needs or requests for in-house groups.

EDUCATION and/or EXPERIENCE:

High School Diploma required and a minimum of two years related experience and/or training; or an equivalent combination of education and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Represent the Event Services & Catering Department behaving as an ambassador/liaison, between the Meeting Planner and the various hotel operating departments.
• Build rapport with the Meeting Planner in order to identify their needs and expectations, maintain a constant presence on the meeting floor and anticipate/respond to any requests.
• Ability to check functions taking place throughout the Resort, to include all buildings and event locations.
• Check-in with Meeting planner prior to the start of function to ensure everything is set up to the customer’s expectations.
• Check in multiple times throughout the day to assist with changes/updates
• Update ESM/CM and fellow Conference Concierge members throughout the day on group status, actions taken and necessary follow up
• Update meeting planner on attendee no shows and provide in-house guest lists daily
• Must have detailed knowledge of the Resort meeting space, group dynamics and event details.
• Organize Pre-Event Meetings on the behalf of the Event Services Manager and ensure the room is set for the appropriate number of people, tent cards, and prepare copies of the resumes and BEOs.
• Coordinates box/package movement with the warehouse and banquet department.
• Manage function room keys for Meeting Planner
• Inspect VIP rooms
• Generate and distribute weekly resume due list on a timely basis.
• Email list of revised/new resumes to resume distribution on a daily basis
• Update Group Sales/CS drive of all group resumes and remove posting from the bulletin board once the event is complete.
• Chair daily BEO meeting
• Distribute banquet event orders due for the week and daily revisions/pop-up as necessary
• Generate and distribute daily Reports to include post as, event schedule, AM change log and changes/guarantees reports
• Generate and distribute other departmental reports as needed
• Assume secondary role of Administrative Assistant in his/her absence.
• Distribute all incoming and outgoing mail and Airborne Express Packages for department, daily.
• Book & coordinate all in-house meetings and events
• Compile wedding packet, banquet menus and welcome packets for department use
• Create/print menus and vouchers for group distribution (drink tickets, meal vouchers, dinner menus & place cards)
• Maintain/update accurate Digital Readerboards through the Four Winds System
• Create/move portable Readerboards for Carolina Hall/West Lawn functions.
• Assist ESM and Group Sales Managers with mock diagrams when needed
• Maintain positive relations with all guest/employees through name recognition and positive feedback.
• Assist the Décor Supervisor with the set-up and breakdown of events requiring specialty décor.
• Attending departmental meetings as assigned.
• Any additional duties assigned by the department manager

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The job will require physical movement (standing, walking and occasional lifting up to 30 pounds). Telephone usage.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Office environment, time spent outdoors at times.

OTHER ACCOUNTABILITIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service: Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.

Professionalism - Approaches others in a tactful manner; Treats others with respect and consideration. Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance;

Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.