Mgr-Conference Service

Job Number 24056518
Job Category Sales & Marketing
Location The Ritz-Carlton Tokyo, Tokyo Midtown 9-7-1 Akasaka, Tokyo, Tokyo, Japan VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY 

The Conference Service Manager main role is to take over the definite booking information and the client information from the Sales Manager and to organize the matter accurately, profitably, efficiently and promptly. The Conference Service Manager is responsible for the detailed and customer focused arrangement for group rooms and functions.  The Conference Service Manager also has to liaise closely between clients and all related operation departments throughout the event process. BUSINESS

 

CORE WORK ACTIVITIES 

Arrangement for group accommodations and banquet room

• Provide professional information of hotel facilities, features and services as the client request and offers the outstanding event.
• Show presentation skills and conduct customer site inspection with the professional manner.
• Obtain detailed information as much as possible from the Sales Manager whenever he/she takes over the function / group accommodations.
• Act as liaison between hotel and customer through the event process. 
• Finalize BEO and Group Resume and distribute them to all the related departments.
• Manage the banquet operation system and room operation system proficiently. 
• Coordinate and communicate verbally and in writing with customer (internal and external) regarding event details. 
• Ensure and order all required equipments and materials to the partnership company accurately.
• Fill in Menu Request Form and discuss about the menu with the chef whenever required. 
• Arrange with the partnership companies regarding the AV operation, flowers, cards, pictures, entertainment, carry-in, etc.
• Utilize, capture and manage all customer information on daily basis.    
• Review the rooming list and detail arrival information.
• List PXs and PX function attendees.
• Confirm the invoice before sending out to the organizer.

 

Building strong relationship with the client

• Build and strengthen the client engagement and brings the repeat business opportunity.
• Ensure a high level of customer satisfaction and build long terms mutually beneficial customer relationships to support future revenue growth. 
• Display leadership in guest hospitality and ensure consistent, high level service throughout all phases of hotel events.
• Contact to the event organizer at the relevant timing after being handed over from the Sales Manager.
• Make presence known to customer at all times during the process to solve problems and/or suggest alternatives. 
• Greet the event organizer and accompany whenever required on the function day. 
• Interact with guests to obtain feedback on product quality and service levels.  Effectively respond to and handle guest problems and complaints.
• Review comment cards and guest satisfaction results with leaders. 

 

Up-selling all related facilities and equipments

• Up-sell all the related equipments and facilities to maximize revenue more than the amount quoted by the Sales Manager.
• Based on the proposal, effectively manage customer budgets to maximize revenue and meet customer needs and identify opportunities to up-sell products and services throughout the event with the client.
• Up-sell amenities for PXs and arrange them as required. 
• Aware of the latest business trend of market and competitors.

 

Establishing close relationship with all related departments

• Conduct to success the event with considering operation of all the related departments.
• Organize Pre-Convention/Pre-Event meeting whenever required.
• Emphasize guest engagement during all departmental meetings and focus on continuous improvement.
• Provide all the detailed information from the client with all related department by verbal and written method accurately. 
• Explain own rationale and thought processes to help employees improve their skills.  
• Share all the information with team members and contribute to team results.
• Treat people fairly, with dignity and respect.
• Listen and respond to others at all times. 
• Discuss problems immediately with team members.

 

 

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

 
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

 
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.