Conference Service Manager - The Ben Hotel

Sage Hospitality Group • West Palm Beach, FL

1d • Onsite

About The Position

The Conference Service Manager at The Ben, an Autograph Collection hotel in West Palm Beach, plays a crucial role in transforming client visions into exceptional event experiences. This position is responsible for guiding every detail from contract execution to the final farewell, acting as a strategist, planner, and relationship builder. The role involves close collaboration with clients and seamless coordination across various hotel departments, including Culinary, Banquets, Front Office, Housekeeping, Engineering, and Sales. The Conference Service Manager ensures that meetings, conferences, and group events unfold effortlessly, managing complex logistics, anticipating changes, and delivering personalized touches. Success is measured by flawless execution, operational excellence, and the lasting relationships built, contributing to the hotel's reputation for exceptional service and extraordinary experiences.

Requirements

• More than two years of post high school education.
• One to two years of experience in a related position within a luxury hotel or upscale hospitality environment.
• A working knowledge of banquet/catering food and beverage services, policies or operations.
• Knowledge of CITY & Microsoft Office.
• Ability to compile facts and figures in accordance with established procedures.
• Supervisory skills.
• Communication skills required to provide information and associated services to hotel management and guests.
• Excellent hearing necessary for verbal interaction with guests and associates.
• Excellent vision necessary to view set-ups.
• Excellent speech communication skills required for verbal interaction with guests and associates.

Responsibilities

• Serve as the primary point of contact for clients following contract execution, guiding every aspect of event planning through successful completion.
• Build and maintain strong client relationships through professional, courteous, and personalized communication, anticipating needs and ensuring exceptional service throughout the planning process.
• Coordinate all contracted group business transferred by the Sales Manager, contacting clients within five working days of contract execution to establish event planning requirements, timelines, and expectations.
• Plan, coordinate, and execute meetings, conferences, and group events while ensuring every detail aligns with client expectations and hotel standards.
• Attend Banquet Event Order (BEO) and staff meetings, serving as a team leader for all hotel departments involved in the event delivery process to ensure seamless communication, coordination, and execution.
• Lead pre-conference meetings and collaborate with hotel departments to communicate event requirements, operational priorities, and service expectations.
• Prepare and manage Banquet Event Orders (BEOs), group resumes, rooming lists, VIP amenities, and all event documentation with accuracy and attention to detail.
• Coordinate event logistics, including meeting space, guest rooms, food and beverage, audiovisual requirements, décor, transportation, billing, and special requests.
• Conduct site visits, planning meetings, and regular client communications to ensure alignment and confidence throughout the planning process.
• Maintain accurate, organized, and up-to-date client files, event documentation, contracts, and correspondence to ensure efficient operations and exceptional client service.
• Develop and maintain detailed customer profiles and an effective follow-up trace system, including key dates, client preferences, and account references, to strengthen relationships, enhance service, and identify revenue opportunities.
• Proactively identify opportunities to enhance the guest experience through creative solutions, personalized service, and strategic upselling.
• Monitor event budgets, billing, deposits, direct bill applications, credit authorizations, and final account reconciliation in partnership with the Accounting department.
• Manage multiple events simultaneously while maintaining exceptional organization, prioritization, and responsiveness.
• Resolve challenges and service recovery opportunities with professionalism, urgency, and a guest-first mindset.
• Maintain accurate client records, customer profiles, follow-up traces, and event documentation within Delphi and other hotel systems.
• Collaborate with the Sales team to ensure a seamless transition from booking through event execution and post-event follow-up.
• Participate in departmental meetings, BEO meetings, and continuous improvement initiatives to enhance operational efficiency and guest satisfaction.
• Meet or exceed established productivity, activity, and revenue goals.
• Successfully close out all group business, including pickup reporting, commission processing, event reconciliation, and final documentation.

Benefits

• Medical, dental, and vision insurance
• Health savings and flexible spending account options
• 401(k) retirement savings plan
• Paid leave through Sage’s Independence Plan for eligible salaried associates
• Marriott travel discounts
• Sage Hospitality hotel and restaurant discounts
• Employee assistance program
• Career development and advancement opportunities within Sage Hospitality and Marriott

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree