Event Services Manager

Massachusetts Convention Center Authority • Boston, MA

10d • Onsite

About The Position

The Event Services Manager (ESM) serves as the primary point-of-contact for contracted events, managing them from 18 months prior to the event date through the final billing stages. The role focuses on delivering exceptional customer service and maximizing operational efficiencies to ensure the successful management of assigned events within two convention center facilities. The ESM provides on-site follow-up and oversees the execution of facility services and event logistics. Key responsibilities include tactical and strategic planning, gathering and communicating event information between clients, client contractors, and internal convention center departments. The ESM is primarily assigned large-scale and full-building events, and may also undertake various department projects and additional responsibilities as designated by the Director of Event Services.

Requirements

• Bachelor's degree from a four-year college or university or four (4) years of direct experience in the hospitality/convention meeting industry.
• Experience coordinating small events and meetings.
• Negotiation and decision-making skills.
• Ability to multi-task.
• Knowledge of the use of two-way radios.
• Proficiency with state-of-the-art computer word processing and analytical tools such as Microsoft Office.
• Well-organized individual.
• Team player.
• Ability to relate to people at all levels of an organization.
• Excellent communication skills.
• Flexibility.
• Commitment to the MCCA's Mission.

Nice To Haves

• Experience coordinating large-scale and full-building events.

Responsibilities

• Serve as a mentor and trainer to Event Services Coordinators and Interns.
• Perform all duties in a professional and productive manner, providing the highest level of customer service.
• Act as the primary point-of-contact and advocate for the client, client contractors, the MCCA, and its internal departments, facilitating mutually beneficial decisions through negotiation, education, and communication.
• Consult with all levels of management on events and execute the implementation of facility services on behalf of the client and client contractors.
• Ensure client needs are met and operational policies and procedures are followed.
• Be accessible 24/7 from 24 hours before the event until 24 hours after the event via e-mail and/or telephone to address client, client contractor, and facility inquiries.
• Participate in after-hours activities, including industry events and client entertaining.
• Execute all levels of events, with a primary focus on large-scale and full-building events.
• Assist the Senior Event Services Manager (SESM) in the execution of large-scale, full-building events.
• Communicate with clients to determine event requirements, starting 18 months out for long-term clients and in a timely manner for short-term clients.
• Partner with clients, client contractors, the MCCA, and internal departments on tactical and strategic planning.
• Organize and direct pre-convention meetings with clients and department representatives.
• Serve in a client advisory role, offering recommendations based on experience.
• Work with sales departments to ensure proper delivery of information, including building specifications.
• Promote additional services offered by the facility, such as audio/visual, transportation, public safety, and digital media.
• Advocate for value-added services like complimentary Wi-Fi, water coolers, Conventions C.A.R.E., lunchtime trolley program, Guest Service Associates (GSAs), complimentary golf cart service, and transportation agents.
• Maintain knowledge of contractual language pertaining to each event and utilize negotiation skills for contract changes.
• Work with the public safety department to ensure floor plans and special permits are received and reviewed.
• Review event specifications and coordinate with client, client contractors, and necessary departments.
• Generate a comprehensive event workbook to communicate client needs internally.
• Assist SESM in the execution of full-building and high-profile events.
• Organize and lead pre-convention meetings with event representatives during the event.
• Supervise facility services to ensure proper set-up and timely execution of client specifications.
• Act as the primary liaison to the client and client contractors to ensure efficient operation and client satisfaction.
• Administer building rules and regulations.
• Communicate pertinent facility and city-wide activities that may impact the event to the client, offering solutions and updates.
• Organize and conduct post-event meetings as required.
• Review and complete final event settlement statements for invoicing.
• Prepare post-event reports detailing successes, challenges, and recommendations for improvement.
• Collaborate with the Director of Event Services to review success measures and evaluate event objectives.
• Develop after-action tasks and maintain systems to measure client satisfaction.
• Complete projects assigned by the Director of Event Services.
• Create event workbooks in Momentus.

Benefits

• Professional work attire is always expected of all employees for this position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level