Conference Services Manager

Department: Sales & Catering / Events · Reports to: Director of Sales & Marketing

About the role

Ensure the seamless planning and execution of all conferences, meetings, and events by acting as the liaison between clients and hotel departments, maintaining high service standards, and exceeding guest expectations.

Responsibilities

• Client Communication
  • Contact group/event client within 24–48 hours of booking turnover/introduction email.
  • Conduct thorough needs assessment to confirm all event details and send any due dates.
  • Review Turnover, Contract & Notes in Delphi.
  • Maintain regular communication throughout the planning process via email, phone, and in-person meetings.
  • Confirm final payment 2–3 weeks prior to the event (adhere to contract timelines for check payments).
  • Obtain final guest counts 5 business days prior and immediately send final BEOs and estimated invoices for signature.
  • Process final payment.
  • Conduct pre-conference meetings for complex or multi-day events.
• Event Planning & Detailing
  • Prepare Banquet Event Orders (BEOs) and Event Resumes in collaboration with the client.
  • Finalize all BEOs and resumes for distribution 5–10 days prior to the event.
  • Confirm event timeline, room setup, AV requirements, menus, and guest counts via the BEO Pack & Change Log.
• Internal Coordination
  • Liaise with operational departments including Banquets, Kitchen, AV, Housekeeping, Accounting, and Front Office.
  • Attend weekly meeting with Sales Manager (every Monday) to review each group and planning checklist.
  • Attend weekly BEO meeting to review upcoming events.
  • Ensure all groups have final signed BEOs/Banquet Estimates a week prior to arrival and final payment has been sent to Accounting.
  • Update departments with any last-minute changes via the change log or phone call/text.
• Onsite Event Management
  • Greet group contact upon arrival and serve as the overall point of contact throughout the event.
  • Monitor event progress and respond to issues promptly, resolving guest concerns professionally.
  • Ensure all contracted elements are delivered.
• Post-Event Duties
  • Conduct post-conference follow-up with the client, solicit feedback, and address any concerns.
  • Work with Accounting on billing questions to ensure all charges are accurate.
  • Alert Director of Sales of any concerns or possible issues.
• Daily Procedures
  • Review daily event schedule and arrivals.
  • Check readiness of meeting spaces at least 1 hour prior to event start.
  • Conduct walk-throughs before and during events.
  • Check in with Banquet Captain and AV provider.
  • Document all client interactions and changes in event files.
• Administrative Support
  • Answer and direct phone calls and inquiries professionally (no blind transfers).
  • Handle guest or client walk-ins to the Sales & Catering Office.
  • Qualify all leads and direct them to the correct person.
  • Prepare turnovers, distribute them, and keep records of all turnovers completed.
  • Prepare correspondence, reports, and meeting materials as needed.
  • Maintain office supplies.
  • Support overall department efficiency through timely and accurate administrative tasks.

Tools & Systems

• Sales & Catering Software: Delphi, Opera, Prism
• Internal Communication Tools: Email, Phone/Text/Shift Notes
• Event Documentation: BEOs, Group Resumes, Rooming Lists, Diagrams

Service Standards

• Respond to emails/calls within 3–4 business hours.
• Maintain professional appearance and communication at all times.
• Anticipate client needs and offer proactive solutions.
• Uphold hotel standards in all aspects of guest interaction and documentation.

Key Performance Indicators

• Client satisfaction
• Repeat business and referrals
• Accuracy and timeliness of BEOs and billing
• Event upsell revenue (AV, F&B enhancements, etc.)

Pay

$20.00 – $24.00 per hour