Manger of Customer Service

3 days ago

Traverse City MI, United States Great Wolf Lodge Full time

Pay: $58000 per year - $58000 per year
At Great Wolf, the  Conference Services Manager is responsible for the successful outcome of meetings, events and programs from pre-arrival through post-departure while enhancing the client experience and revenue through upselling and on-site revenue generation.

Essential Duties & Responsibilities
Creates and manages groups in OPERA S&C system
Assists with 30-60-90 day catering forecast that is prepared weekly
Completes Banquet Event Orders (BEOs) and Resumes for clients and operations departments to communicate specific needs, contracted/agreed upon details and pricing for the meeting, event or program
Conduct weekly BEO meetings to discuss events with the director of food & beverage, banquet manager, banquet chef and all relevant personnel to maximize budgets/sales goals and operational execution
Provide detailed information on groups' specific needs from arrival through departure
Acts as a liaison between lodge and groups, ensuring meeting space is appropriately set up and handles any special client requests and activities on or off-site
Creates group Resumes which detail group purpose, room/suite types, block/pickup, rates and special negotiations, VIP's, meeting and recreation agenda, AV, accounting, and all special instructions to operational departments of lodge
Attains pre-set monthly revenue goals for upselling of banquets, as determined by the director of sales and catering
Meets the clients upon arrival and introduces them to key hotel staff.
Communicates last minute changes of group functions to hotel staff and ensures satisfactory follow through
Plans and conducts pre-convention meetings, as requested by client
Represent the lodge in resolving complaints from groups and group attendees, including but not limited to billing and reservations

Basic Qualifications & Skills
Associates degree in hotel/hospitality or related field
Minimum 1 year in event/conference planning or related hospitality experience
Demonstrated proficiency in Microsoft Office Suite
Successful completion of criminal background check and drug screen
Professional communication skills both verbal and written

Desired Qualifications & Traits
Significant customer service experience
Strong problem solving and organizational skills
Attention to detail and ability to exceed quality standards
Enthusiastic and positive energy
Multi-tasking ability
Minimum 1 year supervisory/leadership experience in hospitality field

Physical Requirements
Able to lift up to 20lbs
Able to bend, stretch, and twist
Able to stand or sit for long periods of time

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