Transcript Document

Chapter 10
The Service Function
Convention Management and Service
Seventh Edition
(478CSB)
© 2006, Educational Institute
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
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Considerations for Deciding Who
Should Service
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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
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Convention Service Manager (CSM)
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Other titles: conference coordinator, convention
coordinator, convention manager, service manager
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Handles meeting group’s planned and unforeseen
needs
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The main communication link between meeting
planner and hotel
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Reports to GM, director of convention service, or
director of sales
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(continued)
3
Convention Service Manager (CSM)
(continued)
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May oversee line departments
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Long hours
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Gratuities or perks
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Becoming a CSM: through banquet
or front office departments
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May advance to convention sales
or to resident manager
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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)
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(continued)
5
Convention Service Staff
(continued)
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
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Factors in Deciding When to Transfer
Responsibility for Planner
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Meeting planner’s preference
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Size of meeting
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Type of meeting
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Amount of lead time
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Trust
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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
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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
© 2006, Educational Institute
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