Hybrid Conference Services Manager - Full Time chez The Biltmore Company

This is a salaried, full-time position working 35+ hours per week.

The Conference Services Manager is responsible for contributing to revenue goals in Food & Beverage and other ancillary revenue centers for The Biltmore Company through the servicing and support of events, functions, and other estate activities.  Expectations include managing clients and logistics; collaborating with sales staff to anticipate, up-sell, and/or troubleshoot where possible; and liaising with other estate departments to create unforgettable memories for guests in keeping with estate standards.  This person will also be responsible for the planning and communications of all aspects and details associated with each assigned booking.  Details may include and are not limited to food & beverage, accommodations, transportation, support services, tours and outdoor activities.  A high level of customer service and communication are a main focus with clients. 

Essential Job Duties:

1. Exceed customer service expectations by the client, group attendees & Biltmore
2. Exceed established budget and revenue goals
3. Timely communication with customers, both internal and external
4. Effectively manage a large number of clients and details in person and email/phone
5. Effectively explain the features, benefits, capabilities, and limitations of Biltmore Estate activities, tours, food and beverage outlets, meeting facilities, hospitality, and services so as to maximize actualized revenue for each booking
6. Be familiar with all pertinent documents and able to explain elements contained within the sales agreement as requested by the customer
7. Prepare pertinent documents for each booking including and not limited to:  banquet event orders, group resume and various service orders, rentals and forms
8. Work effectively with all departments across the estate to ensure smooth execution of all events, including the timeliness of information to our internal departments
9. Attend various group focused meetings and communicate all important details, changes, and guarantees for each event to all affected departments
10. Prepare and/or approve daily all final billing for each group during and after their stay.

11. Employee management of various staff in the department, such as Administrative Assistant, Specialist, seasonal interns, etc.

Additional Responsibilities:

1. Work independently and host site visits and provide on-site support during both standard and non-standard office hours 
2. Maintain a professional demeanor and provide genuine hospitality
3. Position may have sales responsibilities as determined by leadership; covers other functional areas for team members as needed/required.
4. Maintains a current knowledge of industry trends, market conditions and product offerings; makes recommendations on business development opportunities.
5. Represents department internally and externally on committees, work groups, etc., and at events and functions as required
6. Provides general assistance and support for the department, leadership, and the company
 

Qualifications:

1. High school diploma.  Additional education, training, and/or certification(s) preferred.  Two or four-year college degree preferred
2. At least three (3) years of related sales/event planning experience. Equivalent combination of education/experience considered. Ideal candidate will have had four (4) or more years of relevant experience in a similar luxury resort/hotel/destination setting. Knowledge of food/beverage, catering, and/or banquet operations strongly preferred. 
3. Demonstrated commitment to providing world class internal/external guest service
4. Outstanding interpersonal and communication skills; must be able to convey information clearly, concisely, and effectively to various audiences; strong public speaking/sales skills; professionally handles guest service concerns and recovery
5. Superior project and time management, organizational and planning skills are a must; prioritizes work under deadline; adapts/multi-tasks as need; keen attention to detail with a focus on quality and service; anticipates/troubleshoots; creatively problem solves
6. Quickly acquires/maintains knowledge of Biltmore history, products, venues, systems, protocols; proficient in Work, Excel; knowledge of event software a plus
7. Proactive, exercises good judgment; maintains confidentiality; builds positive working relationships across the company at all levels; reflect brand/values at all times
8. Ability to adapt easily and initiate action in a dynamic, fast-paced environment 

Physical Requirements:
1. Strong verbal and written skills required for effective communication
2. Some travel across the estate to event locations, etc. required; incumbent must have a valid driver's license and be at least 19
3. Required to lift up to 50 pounds on occasion
4. Must be able to remain sitting for 60% of the shift and work under variable temperature conditions (extreme heat or cold) and noise levels
5. Accesses historic building/locations that may require climbing stairs