Conference Services Manager

Position: Conference Services Manager

Department: Sales & Catering / Events

Reports To: Director of Sales & Marketing

1. Objective

To 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.

2. Key Responsibilities

2.1 Client Communication

- Contact group/event client within 24–48 hours of booking turnover/introduction email.

- Conduct thorough needs assessment to confirm all event details. Send any due dates to them. Review Turnover, Contract & Notes in Delphi.

- Maintain regular communication throughout the planning process via email, phone, and in-person meetings. 

· Get all information needed for the Group Resume including confirming final payment about 2-3 weeks prior. (If final payment is via a check please adhere to timeline in the contract)

· Get Final Numbers 5 business days prior, immediately send out final BEOs and estimated invoices for signature. Get Final Payment processed.

- Conduct pre-conference meetings for complex or multi-day events.

2.2 Event Planning & Detailing

- Prepare Banquet Event Orders (BEOs) and Event Resumes in collaboration with client.

- Finalize all BEOs and resumes for distribution in a timely manner (usually 5–10 days prior to event).

- Confirm event timeline, room setup, AV requirements, menus, and guest counts via the BEO Pack & Change Log.

2.3 Internal Coordination

- Liaise with all operational departments including Banquets, Kitchen, AV, Housekeeping, Accounting and Front Office.

-Attend weekly meeting with Sales Manager (every Monday) to go over each group and planning checklist.

-Attend weekly BEO meeting to review upcoming events.

-Make sure all groups have final signed BEOs/Banquet Estimates a week prior to arrival and final payment has been sent to Accounting.

- Ensure departments are updated with any last-minute changes via the change log or phone call/text.

2.4 Onsite Event Management

- Greet group contact upon arrival and serve as overall point of contact throughout the event.

- Monitor event progress throughout the event.

- Respond to issues promptly and resolve guest concerns professionally.

- Ensure all contracted elements are delivered.

2.5 Post-Event Duties

- Conduct post-conference follow-up with client.

- Solicit feedback and address any concerns.

- Work with accounting on any billing questions, ensuring all charges are accurate.

- Alert DOS of any concerns or possible issues.

3. 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.

4. Tools & Systems

- Sales & Catering Software: e.g., Delphi, Opera, Prismm

- Internal Communication Tools: Email, Phone/Tax/Shift Notes

- Event Documentation: BEOs, Group Resumes, Rooming Lists, Diagrams

5. 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.

6. KPIs & Performance Metrics

- Client satisfaction

- Repeat business and referrals

- Accuracy and timeliness of BEOs and billing

- Event upsell revenue (AV, F&B enhancements, etc.)

Administrative Assistant Responsibilities

In addition to conference services duties, this role also provides administrative support to the Sales & Catering team, including but not limited to:

· Answering and directing phone calls and inquiries in a professional manner. No blind transferring of any calls to any person.

· Handling any guest or client walk-ins into the Sales & Catering Office.

· Qualifying all leads and direct them to the correct person.

· Preparing turnovers and distributing, keeping records of all turnovers done.

· Preparing correspondence, reports, and meeting materials as needed.

· Maintaining office supplies.

· Supporting the overall efficiency of the department through timely and accurate administrative tasks.

Wage Range: $20.00 -$24.00 per hour

Requirements:

· Previous experience in hotel conference sales or related industry.

· Performs all job duties and responsibilities in an honest and ethical manner and in compliance with all laws, regulations, and Company policies.

· Proficiency with MS Word, Excel and PowerPoint.

· Excellent communication and public speaking skills.