A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Conference and Event Services at The University of Michigan is seeking applications and nominations for the position of Sales and Business Development Coordinator. This position includes sales, operations and systems support for a department that recruits conferences and events, including summer conferences, in multiple facilities across the U-M campus. Conference and Event Services is responsible for catering sales generated for Michigan Dining as well as promoting the department as the recognized University resource for conferences & events. All staff are expected to facilitate services in a consistent professional manner and to achieve a high level of guest experience during all interactions.
The University of Michigan is unmatched for its student life capital improvements. Since 2004 the University has implemented an aggressive housing and dining facility renewal program called Residential Life Initiatives. Approximately $800 million in residence hall, apartment, and dining construction and renovation has been completed. In addition, the University recently approved $175 million in construction and renovation for unions and recreation facilities. Planning is underway for a renovation of the Central Campus Recreation Center and the iconic Michigan Union will be re-opening in winter 2020 following an $85 million renovation. The Pierpont Commons recently completed a $5 million renovation to its main dining area.
Student Life Auxiliary Overview Student Life auxiliary operations includes Capital Projects and Facilities, Conference and Event Services, Marketing, Michigan Dining, Recreational Sports, University Unions, and University Housing. Student Life is committed to student learning and the development of the whole student in a diverse campus community. Through its programs, services, facilities and partnerships, Student Life facilitates students' transformation and enriches their education.
Under the general direction of the Associate Director for Sales this position will manage the department’s central call center, inquiry/workflow processing, space reservations, and assist with reservation and contracting for University spaces and services. The Sales and Intake Manager will be responsible for ensuring exceptional customer service to all visitors and callers and efficient workflow processing. This position supervises a front line customer facing team (currently 8-10 student staff and 2 professional staff).
Inquiry and Call Center Management (40%)
Lead and create a centralized inquiry intake system for over 20,000 reservations annually.
Respond to complex service inquiries and personally respond to customer issues.
Manage a staff team responsible for the reservation process of all space requests including but not limited to University Unions and Trotter Multicultural Center.
Using independent judgement and decision making, determine appropriate available University space allocation for events and meetings to optimize usage while meeting client needs.
Lead the assignment of events and workflow to event, conference, and sales staff.
Manage reservation staff to process all scheduling requests.
Respond to general reservation, catering, and service inquiries and educate clients on reservation policies, procedures and services of the department.
Ensure proper holds are put on space and equipment to meet staff and space resource abilities.
Communicate details of events and inquiries to appropriate staff.
Serve as primary liaison with IT services for department ICD phone lines.
Daily monitor Cisco phone system reports to track call times, staff log-in, and abandoned calls. Address staff or system issues related to a centralized call center.
Monitor department inquiries and emails received through the Footprints system to ensure timely assignment and response.
Sales & Event Support (40%)
Provide timely and professional response to all sales leads and inquiries including returning clients, those from trade shows, web inquiries, catering inquiries and other referral sources.
Schedule facilities, prepare budgets, and create, process and track contracts for client bookings.
Continually update information on campus meeting space and related pricing.
Create client profiles in department software systems, develop planning files per established guidelines, conduct transition meetings with operations.
Maintain and log sales activity as well as event details in event management database.
Create bid proposals and budgets, and prepare contracts for new business; process executable contracts. Bid and contract amounts vary up to $300,000.
Manage the planning and execution of assigned program, including scheduling and monitoring of all logistical and support service arrangements (dining, catering, facilities, housing, registration, etc.).
Partner effectively with service providers to secure necessary services and facilities on campus; work with service providers on behalf of client.
As part of staff oversight and training, ensure exceptional customer service during each step of interaction with clients and prospective clients with a goal of providing one-stop shop service.
Maintain program data in event management software; exercise diligence in updating program confirmations (added billable items, price changes and customer driven changes) and ensure signatures and funds are received within appropriate timelines.
Manage contracts through execution and/or file turnover to Operations.
Staff client programs as assigned by Associate Directors and/or Director and as dictated by client contract.
Oversee and maintain inventory of brochures and promotional materials; manage sales related mailings.
Assist in maintaining and updating C&E social media page(s).
Attend trade shows and sales conventions as a representative of C&E and the University of Michigan.
Assist with sales team to set and meet sales targets and revenue goals.
Participate in department budget preparation and development of department marketing plan.
Work with events and sales team to optimize space in all facilities.
Provide documentation of sales tracking, targets and extracting reports via client resource management software.
Assist with client file set-up per established guidelines.
Supervision and Personnel Management (15%)
Lead the operations of three services desks in three different buildings.
Lead the selection, training, and evaluating of student and reservation staff.
Create and manage shift schedules to ensure full time coverage of central phone lines.
Ensure staff are maintaining, preferably exceeding department-wide standards through high customer service expectations.
Ensure all inquiries and reservations including virtual reservations are processed in a timely and professional manner.
Ensure all service desks are adequately staffed and service levels maintained.
Develop training and provide cross-training between different student positions within the department.
Review and approve student time sheets.
Post positions, interview, hire and train new employees as needed.
Assign and monitor daily tasks, oversee and prioritize student project assignments.
Provide phone coverage in student employee absence and breaks.
Conduct monthly student staff meetings with a focus on student development and employee experience.
Attend student orientations and mandatory trainings as applicable.
Ensure compliance with University policies in front line staff responsibilities as it relates to billing and posting payments, cash handling and gift card inventory.
Provide event and registration logistical support, including on-site event day assistance and support as needed.
Complete special projects as designated by the Associate Directors and Director.
As a member of Conference & Event Services and the Division of Student Life, serve on various committees and work teams as requested.
Attend and participate in staff training and professional development opportunities.
Assist in and perform other duties as assigned or as it may be related to Conference and Event Services and University Unions.
Assist department in billing and posting payments
Bachelor’s degree and at least two years related experience or a minimum of four years related experience.
Working knowledge and proven experience with Microsoft Office Suite (to include Word, Excel, PowerPoint and Access), with strong knowledge specifically in Microsoft Excel.
Working knowledge and proven experience with Google products/suite.
Valid driver’s license.
Due to special project assignment from the Associate Directors and Director, a high degree of confidentiality is required.
Sales, conference, event and catering sales and operations experience highly desirable
Hospitality or Business related degree
Call center experience
Experience in or a strong familiarity with higher education is highly desirable
CMP or other meeting and event professional certification
Familiarity with technology/social media and how to leverage these media to more effectively reach constituents
Proficiency in EMS, Event Master, Meeting Matrix, Social Tables, Conference Programmer and/or other event and catering management and client management databases.
This role may have reporting obligations under Title IX and Clery
Ability to work autonomously and manage multiple tasks requiring a high degree of attention to detail simultaneously.
Ability to work with and appreciate a wide diversity of people.
Ability to work effectively in an environment in which the parameters may change daily and to adjust behavior to meet the needs of different people and situations.
Possess strong administrative and organizational skills
Ability to write precise, well-organized emails, letters and proposals while using appropriate vocabulary and grammar
Ability to analyze situations and develop solutions
Ability to plan, implement and evaluate goals and objectives
Maintain agreed upon levels of confidentiality
Ability to represent the University of Michigan and Conference and Event Services with confidence, professionalism and positivity at all times
Demonstrated ability to communicate effectively one-to-one, in small groups and in public speaking contexts
Willingness to facilitate open and effective communication, cooperation and teamwork within and outside of one's own team
Ability to establish and maintain professional relationships with student and professional staff, Division colleagues, and the University community
Consider the political environment when solving problems and implementing change
Ability to plan, organize and schedule in an efficient, productive manner and target projects or initiatives that require special attention and focus on key tasks when faced with limited time and/or resources
Ability and willingness to explore alternatives to existing products and services and identify opportunities to improve procedures and practices
Ability to develop and implement procedures, methods and operations required for efficient service operations
Responsibilities of this position include reviewing and preparing conference and event request for proposals, estimates and contracts up to $300,000.
Must be available and willing to work flexibly in an environment where extensive early morning, evening, and weekend hours are customary.
Occasional presence at evening, weekend, and off-hours programs and events will be required.
Occasional work outdoors as a representative of the Conference & Event Services department.
Working with clients who may have high and impractical expectations to meet their needs while working within University policies and procedures.
Ability to move and transport equipment and supplies weighing up to 30lbs for tradeshow exhibits, marketing materials and event venues for event execution.
8-10 student staff
2 Meeting and Special Events Assistants (professional staff)
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 178562
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.