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Convention Services Floor Coordinator

Convention Services Floor Coordinator

Requisition ID 
2017-19495
# of Openings 
1
Job Locations 
US-GA-Atlanta
Posted Date 
10/13/2017
Category (Portal Searching) 
Catering and Convention Services

More information about this job

Location

Atlanta Hotel at CNN Center

 

Atlanta CNN

 

Luxurious comfort embraces pure style at the elegant, four-diamond Omni Hotel at CNN Center. Located in the heart of downtown Atlanta within the bustling Luckie Marietta District , this luxury hotel treats you to views of the spectacular downtown skyline or picturesque Centennial Olympic Park. The Omni Hotel at CNN Center is connected to Philips Arena and the Georgia World Congress Center, and it is the closest hotel to the Georgia Dome.

 

Omni CNN’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Hotel at CNN Center may be your perfect match.

Job Description

The Convention Services Floor Coordinator oversees the day-to-day operation of all groups to include in-house, citywide, local and express managers’ groups while in the hotel.  Acts as a liaison between the customer and all departments (i.e. Banquets, Convention Services, Valet, Front Office, Sales) to insure a consistent high level of service throughout the hotel while the group is on property.  Their efforts allow the Convention Services Managers to focus on the planning of future groups.

 

Stays in daily close contact on the floor with the customer; promotes consistency by executing events based on banquet event orders, resumes, group manifests, standard operating procedures and last minute requests. In addition, follows up with the front desk and other operating departments on any group related issues.

 

This position is developed to ensure a high level of guest satisfaction and to follow up on the manifest details for the different groups while in house. The Convention Service Coordinator is expected to display the ultimate sense of urgency when responding to guests’ requests and needs. The Convention Services Floor Coordinator is a member of Convention Services Team and is empowered to make decisions that benefit the guest and hotel.


Responsibilities

  • Coordinates all aspects of groups, including catering and express groups, assisting the Convention Service Managers, Catering Managers, Assistant Director and Director with the details of the conventions in line with the Convention Services team concept.
  • Communicates all necessary information to the hotel departments in a timely and accurate manner 
  • Ensures the accuracy of the meeting room set-up information and food & beverage details by staying in touch with the client at all times to ensure the perfect execution of their events. This position enables the Convention Manager to ensure the seamless execution of details, providing better service to groups.
  • Responsible for accurate and timely delivery of client boxes and materials to meeting rooms.
  • Works closely with groups’ Convention Service/Catering Manager to coordinate all logistics for exhibitor needs and set-up including but not limited to: box delivery, electrical needs, A/V needs and method of payment.
  • Ensure work area is clean and clear of standing water, debris or any objects that can obstruct the job duties from being performed safely, efficiently and effectively.

 

Convention Services Operations

 

  • Inspects and directs daily activities of Convention Services, coordinating with the Convention Services team and the customer to ensure successful execution of all groups and events.  Ensures compliance with the Omni at CNN Center standard operating procedures (SOP’s).

 

  • Ensures function rooms are set according to event documentation (Banquet Event Orders, resumes, etc.) and customer requirements by conducting inspections of meeting rooms.

 

  • Ensures that room sets are “on time” and meet Event Service Standards (1-1/2 hours prior, 30 minutes set) prior to start time.

 

  • Ensures adherence to standards for regular meeting room sets & VIP meeting room sets.

 

  • Ensures cleanliness and sanitation standards in all banquet operation areas to ensure a quality meeting facility.

 

  • Informs Director of Engineering of any items out of order or in need of repair, via Synergycc. Assistant Director or Convention Services and Director of Convention Services for follow-up).

 

  • Acts as a liaison between Banquets and group contact throughout event. Makes presence known to customer at all times.  Is available to solve problems and/or suggest alternatives.

 

  • Checks Epitome to ensure that VIP and suite arrangements are accurate, communicating with the room coordinator.

 

  • Conducts site inspections when necessary and assists Senior Convention Manager, Assistant Director and Director when needed.

 

  • Entertains clients to establish good working relations, when appropriate.

 

  • Serves as liaison between Convention Services, Banquet Division and Culinary Department.

 

  • Attends pre-convention meetings and assists in preparation of post-con reports.

 

  • Assists by updating appropriate information in Delphi; including pop-up and revised BEOs.

 

  • Conducts pre/post walk thru inspection of meeting space for any exhibit/production load-in/load-out.

 

  • Completes a Convention Services Floor Coordinator Report daily for any group issues that may have occurred throughout the day.

 

  • Completes daily/monthly punch list of meeting space and public space for Banquets/Housekeeping/Engineering.

 

  • While groups are in-house, communicates daily with designated Convention Services/Catering Manager regarding any last minute changes, opportunities or feedback.

 

On-site service to all assigned groups to include:

 

  • Meeting and greeting the convention planner on a daily basis, ensuring their full satisfaction with the hotel services. Ensures that all of the clients’ special requirements per the resume are adhered to (i.e. amenities, room service requests, VIP accommodations, valet parking arrangements, signage, etc.) Ensures delivery of all special arrangements is handled in a timely manner.

 

  • Monitoring meeting room set-up to ensure compliance/high standards of set-up requirements.

 

  • Meeting with the client at the beginning of each function as the primary on-site service contact to make sure that all needs are being met.

 

  • Facilitating additional client requests through the proper hotel departments.

 

  • Being accessible to all guests by being present in the convention service command center and/or on the banquet floor to ensure that all clients’ requests are met.

 

  • Being accessible to clients and other hotel departments through use of Nextel.

 

  • Attending BEO meetings and other meetings as requested by the Director of Convention Services or the Assistant Director of Convention Services when time on the convention floor allows.

 

  • Ensuring high quality meeting room standards by inspecting all meeting rooms and completing checklists to ensure cleanliness and adherence to high standards. Prepare work orders as necessary.

 

  • Coordinating all requirements for set-ups and physical layout, while maintaining all safety regulations.

 

  • Arranging with Pre-Arrival Coordinator to inspect VIP rooms prior to guest arrival and make sure VIP amenities have been delivered.

 

  • Upholds high level of presentation standards at Pre-Convention meetings, to include Omni name tags, hibiscus pins, puzzle awards and coffee break presentation (refer to pre-con standards).

 

Guest Satisfaction

 

Display a leadership role in guest hospitality, ensuring that our guests receive consistent, high level service during their hotel events, fulfilling all of their group needs.  Ensures that the banquet department associates strive to meet or exceed our customers’ expectations which will build customer loyalty through product and service excellence.

 

  • Sets a positive example for guest relations.

 

  • Interacts with guests to obtain feedback on product quality and service levels. Effectively responds and handles guest problems and complaints.

 

  • Provides excellent customer service.

 

  • Emphasizes guest satisfaction and focuses on continuous improvement.

 

  • Understands the impact service has on the overall success of an event and manages activities to maximize customer satisfaction.

 

  • Checks the reader board daily to ensure accuracy of event listings.

 

  • Checks all internal signage to ensure adherence to hotel standards (Signage SOP standards).

 

  • Ensures consistent standard for regular meeting room sets and VIP meeting room sets.

 

  • Removes any easels/signage for events that have ended.

Qualifications

Profile and Qualifications
  • Proven self-starter (assertive)
  • Effective communication skills (both oral and written)
  • Strong guest service orientation
  • High standard of appearance
  • Good organizational skills
  • Decision maker and problem solver
  • Extremely flexible and willing to work required hours
  • Detail oriented
  • College degree or equivalent
  • Prior hotel experience (3 Years Minimum)
  • Effective sales and up-selling skills