Complex Associate Director of Conference Services - Westin Las Vegas

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Overview:

The Complex Associate Director of Conference Services is responsible for training and supervising the Conference Services (Operations) Managers.  He/she is also responsible for coordinating, supervising assigned group business turned over by the sales department, throughout and through the closure of the event and subsequent financial aspects of the program, while maintaining profitable operations and high-quality products and service levels.    He/she is responsible for achieving hotels banquet/catering budgets and is expected to market ideas to promote business; reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high.  The Complex Associate Director of Conference Services is also responsible for acting as a liaison between client and operating departments to ensure a successful meeting and to generate repeat business.

• Manage existing accounts and follow up with client re-solicitation to capture future business.
• Respond to requests by Meeting Planners immediately.
• Interact with outside planners, vendors for event set-up.
• Maintain pricing integrity and propose upscale menus for clients.
• Create, review and revise rooming lists and VIP lists.
• Manage the Delphi or function book and adjust space in order to ensure maximum potential revenue.
• Be visible on the floor and assist staff as needed during functions.
• Respond to guest complaints in a timely manner.
• Keep immediate manager fully informed of all problems or matters requiring his/her attention.
• Work with F&B managers and keep them informed of F&B issues as they arise.
• Prepare and submit required reports in a timely manner.
• Know meeting room set-ups and capabilities.
• Know sleeping room configurations and types.
• Have comprehensive knowledge of all operational departments within the hotel; guest services, reservations, housekeeping, audiovisual, switchboard, accounting, restaurants, bars, and engineering.
• Be involved in and/or conduct departmental and hotel training (One to One Customer Service Training, etc.)
• Plan and execute holiday and special events in conjunction with the Catering & Event Managers.
• Use feedback from Meeting Planner evaluations to improve service and quality.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel Enrichment philosophy of service.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Focus team on their role in contributing to the Guest Service and audit scores
• Conduct meetings according to Highgate Hotel standards as required by management.

Education & Experience: 

• 3 – 5 years of progressive experience in a hotel
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Must have knowledge of F&B preparation techniques, health department rules and regulations, Nevada liquor laws and regulations.
• Marriott Consolidated Inventory System “CI” experience a plus

Physical requirements:

• Flexible and long hours sometimes required.
• Weekends and holidays sometimes required
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements

• 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.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• 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.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.