DIRECTOR OF CONFERENCE SERVICES
About The Position
The Director of Conference Services manages conferencing and coordination at conference centers in New York and New Jersey, owning the end-to-end client and guest experience and ensuring consistently elevated, five-star service. The role oversees Conference Center Leads and Conference Coordinators and serves as a primary representative to clients, executive stakeholders, senior leaders, and VIP guests, including during complex and high-visibility events. It requires sound judgment, executive presence, and the ability to resolve escalations and service challenges promptly, discreetly, and independently. The Director sets service standards, mentors teams, and fosters a positive, inclusive, high-performing culture while supporting conference and client centers. The position directs event planning and delivery, manages space reservations and operational procedures, partners with client and corporate teams, and provides hands-on coordination and staff coverage when needed. As part of the senior management team, the Director also takes responsibility for opening and closing the 200W building. The posting states a minimum of five years of high-level event planning, client service, and executive engagement experience; CMP certification or MPI affiliation is a plus.
Requirements
- Minimum of five years of high-level event management experience, including planning and execution.
- Experience in high-level client service and executive engagement.
- Ability to manage executive-level client relationships and daily client interactions professionally, discreetly, and with business acumen.
- Expert knowledge of EMS or similar conference room reservation and space management systems.
- Excellent organizational, administrative, analytical, and prioritization skills.
- Ability to lead, coach, and develop a diverse workforce through training, mentoring, and career development.
- Exceptional written and verbal communication skills.
- Basic knowledge of human resources principles.
- Three to five years of supervisory experience.
- Strong computer skills and proficiency with office technology and equipment.
- Punctuality, dependability, and commitment to operational excellence.
- Ability to perform the essential functions of the position satisfactorily, with or without reasonable accommodation.
Nice To Haves
- Certified Meeting Professional (CMP) certification or Meeting Professionals International (MPI) affiliation.
Responsibilities
- Own the end-to-end client and guest experience, including meet-and-greet interactions, and identify opportunities to improve service delivery.
- Implement and uphold Rapport principles and five-star service standards.
- Serve as a primary contact for executive stakeholders, VIP guests, and senior leaders; manage expectations, address concerns, and communicate solutions, risks, and recommendations.
- Act as the initial escalation point for complex client issues and service disruptions, coordinating with Rapport and Corporate and Workplace Solutions leadership to resolve them.
- Anticipate executive needs in partnership with Corporate and Workplace Solutions leadership, executive assistants, and other senior leaders.
- Direct and work alongside Conference Coordinators to organize and execute daily and evening meetings and events.
- Personally plan and execute VIP events within 200W/30H, including large conferences and ad-hoc activations, with hands-on coordination and on-site support.
- Compile and assign high-profile events to conference teams weekly and quarterly, monitor event activity, and adjust assignments as needed.
- Collaborate with Corporate Services, the Hospitality Team, and Corporate and Workplace Solutions on senior-level conferences and executive office events.
- Oversee space booking and utilization in the EMS Reservation System; resolve space, timing, or seniority conflicts and escalate when appropriate.
- Review daily BEOs and event protocols with clients and AV, Catering, and Set-Up teams; oversee event resumes and BEOs for large-scale or complex events.
- Review the daily Important Business report to ensure conference-hosted events are listed and event details are accurate.
- Ensure standard operating procedures are documented, maintained, and followed across conference center operations.
- Lead daily and weekly planning meetings to review event details, confirm client requirements, answer staff questions, coordinate logistics, and identify operational challenges.
- Participate in the senior management team’s opening and closing of the 200W building and oversee opening and closing operations.
- Lead succession planning, associate development, and ongoing coaching; provide progressive counseling and development plans in partnership with the AGM/RDM.
- Schedule the Coordinator team according to business demand, manage PTO requests, and provide coverage.
- Provide hands-on Coordinator coverage during staffing shortages, PTO, or leaves, including reception, meet-and-greet scheduling, and event planning and execution.
- Foster a service-first culture of accountability and mentor teams in escalation handling, executive engagement, and premium hospitality standards.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance and AD&D
- Disability insurance
- Retirement plan
- Paid time off
- Holiday time off (varies by site/state)
- Associate Shopping Program
- Health and Wellness Programs
- Discount Marketplace
- Identity Theft Protection
- Pet Insurance
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts (FSAs)
- Paid Parental Leave
- Personal Leave
- Potential eligibility for paid and/or unpaid time off in accordance with applicable laws
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
