Registration Manager

About the role

The Registration Manager is responsible for communicating with program attendees and managing the overall success of the attendee experience. This role supports multiple elements of pre-planning, execution, and post-program responsibilities while partnering with the internal team and collaborating with the client, supplier partners, and internal team members.

Responsibilities

• Client Collaboration
  • Understand client/attendee interests, issues, expectations, and priorities
  • Adhere to Creative Group policies regarding appropriate and professional client/attendee interaction
  • Participate and consult during client discovery meetings and collaborate with the Program Manager and Web Project Specialist to translate specific client needs into registration requirements
  • Actively participate in ongoing client planning calls by contributing to registration discussions
• Registration Operations
  • Manage registration database to maintain data integrity
  • Produce and maintain reports and manifests as needed, with an understanding of how this data affects program integrity
  • Collaborate closely with Program Manager and other internal team members to ensure data is continually aligned with program needs
  • Work in partnership with internal departments to manage program deliverables pertaining to Web Project Specialist website build and Travel Services airline ticketing
  • Partner with Project/Program Manager to provide personalized print materials based on registration data
  • Manage on-site attendee experience if on-site for program execution
  • Interact directly with attendees on program-related inquiries, contributing to a positive attendee experience
  • Act as the main contact for hotel room requirements and manage all aspects of the hotel room block, including attrition deadlines and special requests
  • Create timelines for tasks specific to registration in collaboration with the Program Manager
  • Ensure quality, synchronicity, and on-time delivery of all program deliverables
• Financial Management
  • Interpret and manage contract terms related to aspects of program design (e.g., transportation, attrition, activities)
  • Work in tandem with the Program Manager on budget and scoping management as it pertains to registration
  • Reconcile final hotel room invoice and any other suppliers worked with directly
  • Understand labor hours as they relate to program profitability
• Leadership
  • Build trust with clients, attendees, internal teams, and external partners to be a sought-after partner
  • Lead internal registration teams
  • Guide and consult internal partners on discussions related to registration
  • Develop process efficiencies
  • Build strong working relationships with internal and external team members
  • Seek opportunities for growth and development
  • Onboard new hires to ensure standard SOPs are followed
  • Seek feedback, absorb, and act in the spirit of continuous personal development
  • Gather, share, and apply learnings for continuous process improvement
  • Adapt and work successfully with any client, partner, and program

Requirements

• Bachelor’s degree in hospitality, Business, or a related field, or a combination of education and experience
• Minimum of 2 years of experience in data management/customer service or relatable experience
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Knowledgeable in Microsoft Teams, SharePoint, OneDrive, Zoom, and other collaboration tools
• Proficient in database management tools

Qualifications

• Models behavior that reflects the organization’s vision and values
• Excellent interpersonal skills to work cross-functionally and develop strong, positive internal and external relationships
• Superior customer service derived from a spirit to help and serve others
• Positive, solution-based approach; flexible and open to change
• Self-awareness to understand own strengths and areas of opportunity, and how behavior/words affect others
• Ability to work autonomously while thriving in a team environment
• Strong verbal and written communication skills to convey thoughts and ideas professionally
• Organized to manage multiple projects and tasks simultaneously and prioritize deadlines
• Analytical skills to apply efficiencies and streamline processes
• Initiative and resourcefulness to work independently with clients
• Active and discerning listener to identify participants’ needs
• Ability to maintain client confidentiality