© 2006, Educational Institute Chapter 10 The Service Function Convention Management and Service Seventh Edition (478CSB)

© 2006, Educational Institute 1 Competencies for The Service Function 1.Describe the importance of serving convention groups well, and identify factors to consider when determining who coordinates hotel service to groups. 2.Describe the duties and responsibilities of a convention service manager. 3.Describe the duties and responsibilities of various convention service staff positions. 4.Identify issues related to the transfer of responsibility for servicing a group account from a hotel salesperson to the convention service manager. 5.Describe the role of the convention service manager in meeting planning, execution, and evaluation.

© 2006, Educational Institute 2 Considerations for Deciding Who Should Service Efficient use of sales staff’s time Adequate attention to the service needs of groups Clear lines of communication between meeting planner and hotel staff Service function must be able to deliver what sales function promises Sales function must know capabilities of service function

© 2006, Educational Institute 3 Convention Service Manager (CSM) Other titles: conference coordinator, convention coordinator, convention manager, service manager Handles meeting group’s planned and unforeseen needs The main communication link between meeting planner and hotel Reports to GM, director of convention service, or director of sales (continued)

© 2006, Educational Institute 4 Convention Service Manager (CSM) May oversee line departments Long hours Gratuities or perks Becoming a CSM: through banquet or front office departments May advance to convention sales or to resident manager (continued)

© 2006, Educational Institute 5 Convention Service Staff Director of convention services Reports to director of sales or GM Oversees, trains, and assists all others in department Convention service manager Convention coordinator Entry-level in convention services Services small meetings and assists CSM(s) (continued)

© 2006, Educational Institute 6 Convention Service Staff Floor manager Oversees housepersons Responsible for service and setup of function rooms and F&B functions Houseperson Director of exhibit service Function book clerk Works with CSM, sales staff, and catering Convention service secretary (continued)

© 2006, Educational Institute 7 Factors in Deciding When to Transfer Responsibility for Planner Meeting planner’s preference Size of meeting Type of meeting Amount of lead time Trust

© 2006, Educational Institute 8 The Four Common Times for the Transfer 1.During site inspection 2.Right before the contract is signed 3.Immediately after the point of sale 4.One year before the meeting

© 2006, Educational Institute 9 Overview of CSM’s Role Step 1: File review Step 2: Letter of introduction sent; first details to CSM Step 3: Tracing Step 4: Personal interview between CSM and planner Step 5: Monthly preconvention meetings Step 6: Precon meeting 2–3 days before event; includes planner Step 7: During event, CSM reviews setups before each function Step 8: Post-convention meeting