Frustrating and Unfulfilling CSM Role - Conference Services Manager Omni Hotels Employee Review

The leadership team does not have a lot of experience (especially outside of the Omni brand) and wasn’t very open to feedback, which made it hard to feel supported or make any improvements. There were no clear procedures, which made everything more complicated than it needed to be. The sales team is focused more on booking as many groups as possible rather than making sure that they’re a good fit for the property, which created extra stress on the operations side. Interdepartmental communication is near to nonexistent, which is confusing and frustrating for both guests and staff. Even though I always responded to clients promptly and within an appropriate timeframe, the sales team often questioned my ability to communicate effectively, which created trust issues for managing shared clients and made collaboration difficult. The group billing process is overly complicated and mostly falls into the CSMs lap. Even the simplest group invoices usually involve excessive back and forth with the finance department. The billing practices often involved multiple systems, which added to frustrations on the client side. Accountability and pride of work were lacking - miscommunication happened regularly and it often felt like nobody would own up to their mistakes. There were frequent typos and errors on buffet labels, which is unacceptable and reflects the lack of attention to detail. Lots of inconsistent F&B presentations, which makes it difficult to describe to clients during planning. Overall, things were very disorganized, with little focus on quality or teamwork. There’s definitely potential given the location and brand, but significant changes are needed to recognize the opportunities.