Convention Services Manager | Hotel Du Pont | Wilmington, DE

PM New•Wilmington, DE

About The Position

Hotel Du Pont is seeking an experienced, detail-oriented Conference Services Manager to join its Sales & Marketing team. This position plans, coordinates, and services contracted group business, including corporate meetings, conferences, association programs, sports teams, and other group events, from intimate executive meetings to large-scale, complex multi-day programs. The role serves as the primary client contact from Sales turnover through program completion and coordinates requirements across hotel departments to fulfill contractual commitments and client expectations. The manager oversees group planning and on-site service, prepares event documentation, coordinates logistical and operational needs, and addresses client requests and service challenges. The position also focuses on revenue optimization, contractual and billing accuracy, client relationship management, complete event records, and post-event follow-up. The successful candidate is organized, proactive, revenue-conscious, and passionate about hospitality, and can manage complex programs while anticipating client needs and collaborating across departments.

Requirements

Minimum 3 years of experience in conference services or group event management within a full-service hotel.
Experience managing corporate meetings, large-scale conferences, and complex multi-day programs involving multiple meeting spaces, concurrent functions, and guestroom accommodations.
Strong working knowledge of BEOs, group resumes, room block management, event operations, and hotel billing procedures.
Experience with Delphi or comparable hotel sales and catering systems, event diagramming software, Opera, and Microsoft Office.
Excellent organizational, communication, and interpersonal skills, exceptional attention to detail, and ability to manage multiple programs simultaneously.
Strong financial awareness, including revenue optimization, contractual commitments, and billing accuracy.
Ability to work independently, exercise sound judgment, anticipate needs, adapt to changing priorities, and resolve challenges calmly and professionally.
Collaborative, service-oriented approach and commitment to exceptional guest experiences and high standards of professionalism, confidentiality, and discretion.
Flexibility to work early mornings, evenings, weekends, and holidays as business needs require.

Nice To Haves

Luxury hotel experience is strongly preferred.

Responsibilities

Serve as the primary client contact for assigned groups from Sales turnover through program completion, ensuring contractual commitments and client expectations are met.
Review contracts and coordinate guestrooms, rooming lists, meeting space, food and beverage, audiovisual needs, transportation, VIP arrangements, and special requests.
Prepare and distribute Banquet Event Orders (BEOs), group resumes, event diagrams, timelines, and other planning documentation within established deadlines.
Conduct client planning meetings, site visits, pre-conference meetings, and internal BEO and group resume reviews.
Communicate program requirements and changes to relevant hotel departments and coordinate logistics such as equipment deliveries, storage, vendor access, and special setups.
Maintain a trace and follow-up system to manage client deadlines, outstanding details, internal deliverables, and operational preparation.
Partner with the Executive Chef, restaurant and banquet teams, and other hotel departments to plan and execute group programs and events.
Conduct pre-event walkthroughs to verify meeting room setups, equipment, signage, and other program requirements.
Maintain an on-site presence during key group activities, act as the primary client liaison, and support a seamless guest experience.
Address client requests, last-minute changes, and service challenges while balancing client satisfaction, operational capabilities, and financial considerations.
Promptly communicate significant issues, client concerns, and program changes to the Director of Conference Services, originating Sales Manager, and appropriate hotel leadership.
Maximize revenue through proactive upselling of food and beverage, meeting enhancements, audiovisual services, and other hotel offerings.
Monitor contractual commitments, including food and beverage minimums, room block requirements, concessions, and other financial obligations.
Coordinate appropriate use of meeting space, room blocks, and other hotel resources.
Document changes to contracted programs, obtain client approval for additional charges or services, and communicate revisions to the appropriate departments.
Coordinate deposits, billing instructions, master accounts, and final billing arrangements with Accounting and operational departments.
Review banquet checks, event charges, and supporting documentation for billing accuracy, revenue capture, and timely resolution of discrepancies.
Maintain accurate event revenue information and communicate potential revenue shortfalls or financial exposure to the Director of Conference Services and Sales team.
Build and maintain client relationships through responsive communication, personalized service, and proactive problem-solving.
Maintain complete and accurate group records, planning details, client preferences, and financial information in the hotel's sales and catering system.
Conduct post-event follow-up, gather feedback, and communicate potential repeat business or new opportunities to the Sales team.
Maintain thorough knowledge of hotel facilities, meeting space capacities, food and beverage offerings, and operational capabilities.
Participate in departmental meetings, training, and initiatives to improve service standards, communication, and operational efficiency.
Assist with planning and coordinating internal hotel events, special programs, and public-facing activations as needed.
Perform additional duties and responsibilities as assigned.