Conference Services Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

The Westin Arlington Gateway is perfectly located two blocks from the Ballston Metro Station, offering guests the convenience of reaching the nation's Capital in just minutes. See historic monuments and museums, shop trendy Georgetown, slip in a round of golf after your meetings, or enjoy a day in DuPont Circle just a metro ride away. The hotel features 338 modern guestrooms (including 14 suites) with modern amenities.

The Conference Service Manager is responsible for clerical, administrative, marketing materials, and other duties to assist in the smooth operation of Sales/Catering for Groups. He/she is also responsible for providing attentive, courteous and efficient service to all guests.

Answer telephone and email messages. Respond accordingly.
• Open and distribute mail.
• Maintain and stay abreast of the latest computer programs/innovations (as applicable)
• Filing of all pertinent correspondence in a timely manner.
• Type all correspondence pertaining to department.
• Produce contracts for incoming clients.
• Maintain strong client relations and ensure that conference specifications are communicated and executed for a successful meeting experience for the meeting planner at Center.
• Monitor conference activities on-site to ensure accurate and timely execution of conference arrangements.
• Cultivate client partnership and ensure all details are communicated and executed for a successful and enjoyable experience for all involved.
• Monitor and manage room blocks according to contract utilizing group history report s and information given by clients to maximize Center's profitability, adjusting as necessary
• Review sales contracts as well as other important information, i.e., room block, cutoff date, special concessions and attrition clauses and validate with the client
• Monitor and enforce program deadline dates (Deposits, Full Payment)
• Recommend enhancements and, or upgrades to maximize revenue,
• Engage in site visits and other client meetings.
• Produce and distribute conference resume at least a week before group arrival and communicate any changes and updated information to hotel departments.
• Participate in weekly Sales Meeting, Operations Meeting, Banquet Event Order (BEO) Meeting and any other required meetings relevant to the role.
• Monitor the sleeping room block, special room concessions, and rates as outlined in contract
• Create invoices/billing information, to include the estimated amount of billing, billing type, and appropriate contract and update information as necessary until departure.
• Participate in Pre/Post Conference meetings and review bill with the client.
• Issue daily, weekly Delphi reports.
• Maintain adequate inventory of office supplies.
• Responsible for the smooth operation of the office.
• Type and distribute meeting minutes.
• Maintain trace file as needed.
• Prepare Banquet Event Orders (BEOS) as per client needs (Catering Only)
• Assist in copying/faxing/mailing.
• Greet guests/clients/employees when necessary.
• Attend meetings/training as required by management.
• Maintain and update all online guest feedback channels.
• Prepare Banquet Event Orders (BEOS) as per client needs (Catering Only)
• Assist in copying/faxing/mailing.
• Greet guests/clients/employees when necessary.
• Attend meetings/training as required by management.
• Maintain and update all online guest feedback channels
• Engage in guest satisfaction and encourage retention though online channels
• Assisting with Coconut Club & Beach Candy as needed
• Meeting VIP concierge services: pre-planning, amenities, arrival, and departure.

Education & Experience:

• High School diploma or equivalent required and/or experience in a hotel or a related field preferred.
• At least 3 to 5 years of progressive experience in a hotel or related field preferred.
• College course work in related field helpful.
• Computer knowledge/skills required.
• Knowledge in Salesforce Delphi and Opera mandatory.

Physical requirements:

• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be able to influence and persuade buying decisions and to close sales or gain commitment from others
• Must be able to create a good rapport and exhibits the ability to grow and maintain key partnership
• Must be able to upsell room categories
• Must be able to effectively execute meetings and events includes keeping the appropriate departments informed with Resumes, BEO's and other necessary information
• Must be able to actively listen to extract essential information to maximize revenue and execute successful meetings and events.
• Must be able to conducts Resume meetings.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to determine priority tasks and maintain strong attention to detail to meet deadlines.
• Must be able to maintain strong attention to detail.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.