Conference Service Manager - The Ben Hotel
About The Position
The Conference Service Manager is the primary client contact after contract execution and guides event planning from initial coordination through completion. The role plans and executes meetings, conferences, and group events, partnering with clients and hotel departments to deliver events that meet client expectations and hotel standards. It combines event strategy, detailed planning, operational coordination, and relationship management, including adapting to changes and resolving service issues. The manager oversees event logistics and documentation, coordinates across hotel departments, monitors budgets and billing with Accounting, and maintains client information in Delphi and other hotel systems. The position also supports revenue goals through upselling and follow-up, coordinates the handoff from Sales through event delivery and closeout, and contributes to operational improvements and guest satisfaction.
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.
- Working knowledge of banquet/catering food and beverage services, policies, or operations.
- Knowledge of CITY and Microsoft Office.
- Ability to compile facts and figures in accordance with established procedures.
- Supervisory skills.
- Communication skills to provide information and services to hotel management and guests.
- Excellent hearing for verbal interaction with guests and associates.
- Excellent vision to view setups.
- Excellent speech communication skills for verbal interaction with guests and associates.
- Ability to lift, push, pull, and carry tables, chairs, and boxes up to 50 pounds occasionally.
- Ability to bend and kneel occasionally for tasks such as taping down cords, skirting tables, and picking up floors after functions.
- Mobility to service clients at short notice and over variable distances.
- Ability to stand continuously for function observation and client site inspections, from one to four hours.
- Ability to climb approximately 55 stairs, 3–5% of a 10-hour workday.
Responsibilities
- Serve as the primary point of contact for clients after contract execution and guide event planning through completion.
- Build and maintain client relationships through professional, personalized communication and anticipation of client needs.
- Contact clients within five working days after contract execution to establish event requirements, timelines, and expectations for contracted group business transferred by the Sales Manager.
- Plan, coordinate, and execute meetings, conferences, and group events in accordance with client expectations and hotel standards.
- Attend Banquet Event Order (BEO) and staff meetings, leading coordination among hotel departments involved in event delivery.
- Lead pre-conference meetings and communicate event requirements, priorities, and service expectations to hotel departments.
- Prepare and manage BEOs, group resumes, rooming lists, VIP amenities, and other event documentation.
- Coordinate meeting space, guest rooms, food and beverage, audiovisual needs, décor, transportation, billing, and special requests.
- Conduct site visits and planning meetings and maintain regular client communications.
- Maintain accurate, organized client files, event documentation, contracts, correspondence, customer profiles, and follow-up traces.
- Identify opportunities to improve guest experiences through creative solutions, personalized service, and strategic upselling.
- Monitor event budgets, billing, deposits, direct bill applications, credit authorizations, and final account reconciliation with Accounting.
- Manage multiple events while maintaining organization, prioritization, and responsiveness.
- Resolve challenges and service recovery situations professionally, urgently, and with a guest-first mindset.
- Collaborate with Sales on the transition from booking through event execution and post-event follow-up.
- Participate in departmental and BEO meetings and continuous improvement initiatives.
- Meet or exceed productivity, activity, and revenue goals.
- Close out group business, including pickup reporting, commission processing, event reconciliation, and final documentation.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Health savings account options
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
