CONFERENCE SERVICES DIRECTOR

Job Summary

The Director of Conference Services will interact closely with the client, serving as the main point of contact for Conference Services within their assigned region. Will report to the General Manager, and work alongside the Director of Conference Services in other regions to serve as the senior leadership team for the account.The individual will be responsible for oversight of all operations within their region, including meeting planning, event operations, AV and hospitality services.

Key Responsibilities:

• Oversee a team of Meeting Planners located in multiple locations across the Northeast and Midwest, with responsibility for meeting space reservations and planning.
• Establish and maintain relationships with team members located in different geographic areas. Communicate clearly with all staff and keep them informed of matters which pertain to their jobs.
• Establish and maintain relationships with other service providers such as facilities and catering to ensure a seamless client experience
• Knowledgeable of all areas of the business and operations of the location(s)
• Conducts ongoing audits of existing processes and makes recommendations as needed based on identified risks while holding team accountable
• Embrace leadership and be a catalyst for change and innovation
• Actively support direct reports and other reporting staff.
• Make decisions in a timely fashion as to not disrupt or negatively impact the guest experience
• Coaching and counseling as needed to ensure the highest level of execution and performance by all team members
• Prepares monthly metrics, reporting and other data as requested by the client
• Control expenses monthly to coincide with budgeted payroll and operational budgets
• Knowledge of health and safety codes and regulations that apply to the conference center and report known issues
• Responsible for maintaining positive employee and customer relationships and ensuring timely responses to all inquiries for service needs.
• Identify continuous improvement processes for seamless customer service.
• Follow-up on service challenges and take corrective action
• Act as the escalation point for problem and issue resolution
• Offer assistance to clients and visitors throughout the building, including providing directions and escorting to conference rooms.

Preferred Qualifications:

• Bachelor’s degree preferred
• Minimum of five years of experience in a conference center or corporate events environment, with specific event planning experience
• Previous supervisory experience of a team larger than 5 individuals
• Excellent organizational skills, with the ability to prioritize tasks and juggle many tasks simultaneously
• Excellent oral and written communication skills
• Strong computer skills and knowledge of office technology/equipment
• Full knowledge of the conference center reservation system
• Ability to work calmly and effectively in stressful situations
• Exceptional client service skills to exceed expectations
• Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details
• Discreet, ethical and committed to maintaining a high degree of confidentiality
• Excelling as a team member, with a passion for delivering the Platinum Service® standard and focused on total customer satisfaction
• Maintaining a consistently professional approach, with a willingness to take ownership and responsibility both within and outside one’s job domain
• Work schedule varies based on the needs of the client and operation