PUBLIC: Conference Service Manager Job Description
POSITION Conference Service Manager
DIVISION Sales and Marketing
STATUS: Full-Time
LOCATION: On-Site, NOT Remote
SALARY RANGE: 80,000 - 90,000
REPORTS TO: Director of Events and Director of Sales and Marketing
SUMMARY / OBJECTIVE
The Conference Service Manager oversees all planning and operational aspects of conference groups, room-only groups, and internal and external catering events. Acting as the primary liaison between clients and PUBLIC Hotel, this role coordinates group needs with various departments to ensure a seamless and successful client experience. Responsibilities include managing group business from sales contract handoff through on-site execution; creating and monitoring room blocks; generating event orders; upselling and coordinating catering menus; facilitating event details; maintaining client relationships; and collaborating with Sales and internal teams to ensure successful outcomes.
This includes, but is not limited to, all corporate group events, local corporate programs, social catering events, and internal events.
RESPONSIBILITIES (Includes, but not limited to):
- Monitor all contractual agreements pertaining to guest rooms, meeting space, food and beverage, and special concessions.
- Manage the handling of group business from Sales and Events Managers after bookings have taken place, ensuring seamless coordination with hotel operations and thorough completion of pre- and post-event procedures.
- Create and monitor room blocks according to contract terms and information provided by clients to optimize hotel revenue and minimize room attrition.
- Review sales contracts, including critical details such as room block cutoffs, special concessions, and attrition clauses. Validate details with clients via turnover letters. Confirm all deposits are paid and properly recorded.
- Coordinate all aspects of client events, including setup, food and beverage, signage, displays, audiovisual requirements, and other event needs.
- Maintain strong internal and external client relationships and ensure conference specifications are communicated and executed for a successful meeting experience for both the planner and attendees.
- Lead pre-con meetings and planning calls to confirm event details, timelines, and execution requirements.
- Develop and maintain effective client and customer rapport, demonstrating excellent customer service.
- Coordinate sales efforts between the Sales department and Catering to optimize function space utilization and maximize revenue opportunities.
- Partner with the Food & Beverage team on menus and Banquet Event Orders (BEOs) for all property events.
- Coordinate food and beverage, vendors, floorplans, and load-in/load-out logistics, and create and distribute BEOs for groups and events.
- Send load-in/load-out forms and vendor guidelines to groups for signature and compliance.
- Participate in site visits and planning meetings for upcoming groups and potential affiliate businesses.
- Send daily and weekly event schedules to the property team to ensure operational alignment.
- Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
- Provide on-site event oversight and serve as the day-of operational point of contact to ensure program execution aligns with contracted expectations and event orders.
- Anticipate challenges and resolve service issues in real time, escalating appropriately to leadership to ensure guest satisfaction and successful outcomes.
- Initiate billing procedures, ensuring timely receipt of deposits and credit applications with adequate information and within acceptable time frames.
- Send invoices for events, collect all final payments prior to the event, and maintain a credit card on file for overages when required.
- Review all client billing to ensure accuracy and timeliness, supporting strong client satisfaction and repeat business.
- Reconcile final billing, resolve any outstanding items, and ensure the client is fully supported through post check-out follow-up.
- Send thank-you notes and meeting critiques with every final bill, and ensure any feedback is communicated and responded to according to hotel guidelines.
- Perform other job-related duties as requested.
QUALIFICATIONS
- High school diploma or equivalent required.
- Bachelor's degree preferred.
- 3-5 years of previous experience in Conference Services or a related hospitality/events role.
- Extensive knowledge of food and beverage products, including proper preparation and presentation standards.
- Extensive knowledge of guest room blocks, meeting room capacities, banquet set-ups, audiovisual needs, and other function room requirements.
- Knowledge of sleeping room configurations and room types.
- Advanced skills in Word, Excel, PowerPoint, and Outlook.
- Experience using Delphi, StayNTouch, Tripleseat, or similar hotel/event systems.
- Strong organizational skills and attention to detail, with the ability to manage multiple programs and deadlines simultaneously.
- Must be able to communicate effectively and collaborate across hotel departments in a timely manner.
- Must be able to work a flexible schedule including early mornings, evenings, weekends, and holidays as business needs require.
- Must be able to lift up to 15 lbs.
- Ability to stand and/or walk for extended periods.
- Ability to work in a fast-paced environment.
OVERVIEW
While there are many pillars that are central to our mission, service is the center of the center. It is the most important thing at PUBLIC. We deliver service that is personal, attentive, gracious, friendly, knowledgeable, genuine, and unscripted - from people who are passionate, sincere, curious, empathetic, and social…who love making others feel good.
At PUBLIC, guests receive more than is expected, and much more than what has traditionally been customary.