Conference Services Manager - Shangri-La Resort + Golf Club

Shangri-La•Monkey Island, OK

12d•Onsite

About The Position

The Conference Services Manager (CSM) is responsible for the successful planning, coordination, and execution of group meetings, conferences, conventions, and special events. This role serves as the primary liaison between clients and internal departments to ensure seamless event delivery, exceptional guest experience, and financial performance aligned with organizational standards. The CSM works collaboratively with Sales, Food & Beverage, Banquets, Culinary, Rooms, Engineering, and other operational teams to deliver events that exceed client expectations while maintaining operational efficiency and profitability.

Requirements

Bachelor's degree in hospitality management, Business, or related field preferred.
2–5 years of experience in conference services, event management, or hotel operations.
Golf Club, Resort or full-service hotel experience strongly preferred.
Strong organizational and multitasking abilities.
Exceptional written and verbal communication skills.
Detail-oriented with strong problem-solving capabilities.
Ability to work evenings, weekends, and holidays as required by event schedules.
Proficiency in event management and property management systems (e.g. Agilysys or similar).
Client Relationship Management
Revenue Optimization
Operational Coordination
Strategic Planning
Service Excellence
Leadership & Team Collaboration
Serve as a guest relations ambassador and deliver high-level service.
Uphold Shangri-La's professional, courteous, and guest-focused standards.
Maintain punctuality, adaptability, and a proactive problem-solving attitude.
Follow all safety policies, emergency procedures, and chemical handling protocols.
Report hazards and practice safe lifting and kitchen safety procedures.

Responsibilities

Serve as the primary contact for assigned groups after contract execution.
Conduct client planning calls, site visits, and pre-conference meetings.
Develop detailed Banquet Event Orders (BEOs) and group resumes.
Ensure all event specifications are communicated accurately and timely to operations.
Coordinate meeting space setup, audio-visual needs, catering, décor, and special requests.
Monitor event execution on-site and address issues proactively.
Maximize revenue through upselling of food & beverage, enhancements, and ancillary services.
Ensure accurate billing, deposits, and final invoices in coordination with accounting.
Review event profitability and manage expenses within budget guidelines.
Support achievement of banquet and group revenue goals.
Partner with Banquet and Culinary teams for menu planning and service timing.
Partner with Rooms division for group room block management.
Partner with Engineering, IT, and AV teams for technical setup.
Partner with Security and other departments as needed.
Lead internal pre-conference meetings to ensure departmental alignment.
Maintain detailed event documentation within event management systems.
Anticipate client needs and provide creative solutions.
Respond to client inquiries in a timely and professional manner.
Ensure service standards meet or exceed brand expectations.
Conduct post-event follow-up to assess satisfaction and identify improvement opportunities.
Review post event comments from guest comment platform.
Maintain accurate client records and documentation.
Ensure compliance with safety, health, and alcohol service regulations.
Support departmental reporting and forecasting.