Complex Conference Services Manager

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Located just two blocks from Waikiki Beach with many of the guest rooms featuring walk-out patios overlooking the ocean or city. The hotel is also located next to the International Market Place-- a dining and shopping destination in the heart of Honolulu featuring 75 retail shops and outdoor seating at seven signature restaurants. And for the guest who'd rather stay in, the Hilton Garden Inn Waikiki Beach is home to two restaurants, a marketplace, and a stunning outdoor pool.

Hilton Garden Inn Waikiki Beach

The Complex Conference Services Manager is responsible for servicing and supervising assigned group business after it is booked by the sales department, and through completion of the event or function, while maintaining profitable operations and high quality products and service levels. He/she is expected to market ideas to promote business. The Complex Conference Services Manager is also responsible for acting as a liaison between client, operating
departments and F&B caterers to ensure successful meetings and events to generate repeat business.

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 effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be organized
• Cross check Sales Manager's booking to Delphi for accurate definite turnover
• Ensure all contract terms, concessions, and billing arrangements (e.g., direct bill, deposits) are executed accurately, Monitor cut-off dates, attrition, and pickup reports, commissions, etc.
• Coordinate with accounting: deposits, payment schedules, direct bill approvals, billing accuracy, review final invoices with clients and ensure proper reconciliation, support adherence to hotel credit policies
• Create, review and revise Banquet Event Orders, Banquet Checks, Floor Plans and Group Resumes according to established protocols.
• Create Invoice and process payment via CeloPay and ROH
• Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
• Answer telephone and email messages. Respond accordingly.
• Attend meeting and take minutes.
• Responsible for the smooth operation of the office.
• Assist in copying/faxing/mailing.
• Maintain a central purchase order system for office supplies.
• Handle complaints/questions/special requests from hotel guests.
• Handle VIP room reservations as requested
• Coordinate all hotel travel arrangements for sales trips and annual meetings.
• Review and respond to all timesheet edits, payroll corrections, etc.
• Maintain trace files.
• Manage existing files and create new ones as needed.
• Process and Follow-up on all turnovers within 72 business hours via telephone followed by email.
• Know meeting room setups and capabilities.
• Know sleeping room configurations and types.
• Respond to requests by Meeting Planners immediately via phone & email.
• Use the Partnership Agreement to meet client needs.
• Have comprehensive knowledge of all operational departments within the hotel; guest services, reservations, housekeeping, audio visual, revenue, accounting, restaurants, bars, and engineering.
• Interact with outside planners, vendors for event setup.
• Maintain pricing integrity and propose menus for clients.
• Plan and manage internal and/or external Pre-Event meetings as required.
• Route BEO's, BQT Check, Floor Plans and Group Resumes weekly and in a timely manner.
• Facilitate BEO & Group Resume weekly meetings
• Manage the Delphi or function book, and adjust space in order to ensure maximum revenue potential.
• Assist with physical event set-up as needed
• Coordinate with reservations, review and revise rooming lists and VIP lists.
• Process Hilton Honors Meeting Planner Points
• Prepare and submit required reports in a timely manner.
• Finalize event billing and complete post-event communication, including post-event meetings as required.
• Manage existing accounts and follow up with client re-solicitation to capture future business.
• Coordinate catered food & beverage and keep them informed of F&B issues as they arise.
• Be visible on the floor and assist at group, VIP check-in and as needed during functions.
• Be involved in and/or conduct departmental and hotel training (One-to-One Training, etc.)
• Use feedback from Meeting Planner evaluations to improve service and quality.
• 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 include wearing nametags.
• 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.

Education & Experience:

• At least 5 years of progressive experience in hotel or a related field; or a 2-year college degree and at least 3 years of related, hotel experience.
• Must be proficient in Windows, Delphi, OnQ, CeloPay; Company approved software, applications, spreadsheets and word processing.
• Must have knowledge of F&B preparation techniques, health department rules and regulations, liquor laws and regulations.

Physical requirements:

• Flexible and long hours sometimes required.
• Weekends and Holidays sometimes required.
• Medium work Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements

• Extensive knowledge of all hotel departments
• Ability to interact effectively - verbally and written - with all levels of hotel guest, staff and management in an attentive, friendly, courteous and service oriented manner.
• Ability to excel in a fast-paced environment
• Self-confident, proactive, and able to prioritize and make effective decisions
• Must be able to multitask and prioritize departmental functions to meet deadlines
• Maintain a warm and friendly demeanor at all times.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• 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 include wearing nametags.
• 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.