Conference Service Manager

Position Responsibilities

• Cover conduct pre-event meetings, site visits, and final walk-throughs with clients to confirm all arrangements.
• Prepare and distribute detailed Banquet Event Orders (BEOs), floor plans, and other supporting documentation to include the event timeline, floorplans, catering menus, room blocks, group resumes and production needs.
• Plan, detail, and coordinate all aspects of assigned conferences, meetings, and social events, ensuring every element aligns with the hotel's standards of excellence.
• Serve as the primary point of contact for clients after the booking is confirmed, building trusted relationships to understand and anticipate their needs.
• Aid in processing and maintaining all necessary paperwork related to contracted events, ensuring compliance with policies, procedures, and financial requirements.
• Ensure the safety and comfort of all guests during events by adhering to company policies, health and safety regulations, and established emergency procedures.
• Partner and coordinate with internal departments as well as external vendors—including décor, catering, and audiovisual—to ensure seamless communication and flawless event execution.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• Able to work in a fast paced, stressful environment.
• Actively participate in weekly group resume and BEO meetings, ensuring all departments are briefed and aligned.
• Monitor event progress on-site, proactively resolving any challenges with discretion and professionalism.
• Manage billing accuracy and support timely collection of deposits and final payments.
• Mentor and support junior team members, contributing to a culture of service excellence and collaboration.
• Stay current on industry trends, local competitors, and guest preferences to continuously elevate our offerings.
• Cook up all aspects of group room blocks in partnership with Reservations and Front Office, including reviewing rooming lists, ensuring VIP arrangements, and managing group needs for arrival, stay, and departure.
• Review group block riders and communicate all requirements—including concessions, billing arrangements, transportation, VIP amenities, and special requests—to Reservations, Front Office, Housekeeping, Culinary, and other departments, ensuring complete coordination across the hotel.

Qualifications

• Proficiency in event management software (e.g., Delphi/Amadeus, Social Tables, Open Table, Opera, or similar) and Microsoft Office Suite.
• Bachelor’s degree in a related field from an accredited university or equivalent related experience as determined by hiring department.
• At least three years of experience working in the hotel, hospitality, event, entertainment, or related industries.
• Flexible schedule for events, this position will work many nights and weekends, including holidays.
• Proven ability to manage multiple complex events in a fast-paced, high-pressure environment while maintaining high attention to detail.
• Strong interpersonal and communication skills with the ability to build trusted client relationships and partner effectively with vendors and internal teams.
• Professional demeanor and attire.
• Commitment to delivering anticipatory, refined, and personalized service consistent with five-star hospitality standards.
• Experience managing group room blocks and collaborating with Reservations, Front Office, and Housekeeping to deliver seamless group experiences.