Conference Service Manager

DoubleTree•Rochester, NY

6d•Onsite

About The Position

The Conference Services Manager is responsible for planning, coordinating, and overseeing all group meetings, conferences, weddings, and special events to ensure exceptional guest experiences and flawless event execution. This role serves as the primary liaison between clients and hotel departments, ensuring all event details are communicated accurately and executed to the highest standards. The Conference Services Manager partners closely with Sales, Food & Beverage, Culinary, Front Office, Housekeeping, and Engineering to deliver seamless events while maintaining hotel service standards, operational efficiency, and profitability.

Requirements

High school diploma or GED required
2–5 years of hotel conference services, catering, banquet, or event management experience
Strong understanding of group and event operations
Experience managing BEOs, resumes, and group billing
Excellent communication, organizational, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment
Ability to stand and walk for extended periods
Ability to lift up to 25–50 lbs as needed
Ability to inspect meeting spaces and event setups

Nice To Haves

Hospitality degree preferred
Previous hotel or resort experience preferred
Proficiency with hotel and event systems such as Oracle Hospitality / MICROS , M3 , or Hilton systems preferred

Responsibilities

Serve as the primary contact for clients from contract turnover through event completion.
Conduct pre-event planning meetings, site tours, and client consultations.
Prepare, review, and distribute accurate Banquet Event Orders (BEOs) and event resumes.
Confirm meeting room setups, audiovisual needs, catering requirements, timelines, and special requests.
Ensure all event details are communicated clearly to operational departments.
Manage last-minute changes and provide timely solutions.
Oversee the execution of all meetings, conferences, weddings, and special events.
Conduct pre-shift and pre-convention meetings with operational teams.
Monitor event flow to ensure service excellence and adherence to timelines.
Maintain visible presence during events to proactively address client and guest needs.
Coordinate room turns and transitions to ensure smooth operational flow.
Build strong relationships with clients to foster trust and confidence.
Deliver exceptional service and personalized attention throughout the event life cycle.
Anticipate client needs and proactively address concerns.
Resolve guest or client issues promptly and professionally.
Ensure service delivery aligns with hotel and brand standards.
Partner closely with Sales and Catering, Food & Beverage, Culinary/Executive Chef, Front Office, Housekeeping, and Engineering.
Provide operational direction to banquet and event teams during functions.
Foster a collaborative, solution-oriented environment across departments.
Support training and coaching to ensure service consistency.
Ensure accurate billing for event-related charges and post-event reconciliation.
Monitor event profitability and identify upselling opportunities.
Support achievement of banquet revenue and departmental financial goals.
Assist in forecasting labor and operational needs based on business demand.
Help control costs while maintaining service quality.
Ensure compliance with health, sanitation, and safety standards.
Maintain high standards of cleanliness and organization in meeting and event spaces.
Ensure proper food handling and responsible alcohol service.
Support adherence to brand, property, and regulatory requirements.