CONFERENCE SERVICES MANAGER

Job Summary

We manage Wells Fargo corporate conference centers within their large administrative buildings. The team manages collaborative, meeting, and event space in 13 markets across the United States. This is an internal client facing role that provides the opportunity to combine your passion for delivering a high level of service, with excellent people skills, and an enthusiasm for getting issues resolved quickly to enhance the on-site experience for employees and clients.

Key Responsibilities:

• Effectively manage day-to-day site operations of 2 conference centers with a staff of 4 Conference Coordinators
• Keep open communication with Area Manager and Contract Manager, ask questions, and escalate issues with staff or at the site
• Manage and assign daily duties of Connections staff (i.e. event setups/teardowns, room flips, customer check-in, etc.)
• Act as lead contact and support for executive level meetings/events
• Act as primary Connections support assisting in the planning and logistical coordination for all high-level, large-scale events
• Review monthly operational metrics, actively identify and share opportunities to increase utilization, raise customer service scores, lower cancellation rates and unfilled requests
• Build Connections business and increase space utilization by understanding local lines of business drivers and needs; build relationships with key partners in market
• Establish and maintain close working relationships with cross functional partners
• Deliver a consistent, outstanding customer service experience always
• Oversee and audit reservation requests and process in reservation systems
• Knowledgeable on all Connections site information; able to answer questions and/or research information regarding specific Connections locations, in addition to their specific site
• Adjudicates reservation conflicts (e.g. two groups arrive for same space on the same day) and resolve to find alternate space as needed; modify reservations as needed and/or requested
• Oversee room setups; assuring room configurations are correct, ready 30 minutes prior to event start
• Knowledgeable to provide technical support for in-room AV equipment (i.e. laptop connection, digital display, video/audio conference etc.)
• Maintain staff by recruiting, selecting, orienting and training employees and developing and making sure employees that report to you meet performance expectations
• Supervise and support Connections Project Coordinators in areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising and rewarding performance and retention
• Monitor employee productivity and provide constructive feedback and coaching
• Host weekly team meetings with all staff as well as bi-weekly one on ones with each direct report
• Organize the workflow and ensure that employees understand their job duties and delegated tasks
• Ensure that work environment is safe, secure and healthy

Minimum Qualifications:

• Outstanding customer service skills
• Superior verbal and written communication skills, especially customer friendly communications
• Must be comfortable speaking in front of an audience
• High proficiency with Microsoft Office product suite (i.e. Excel, Word, PowerPoint, Outlook)
• Ability to manage teams, work independently, prioritize effectively and make decisions
• Ability to adapt quickly to change and maintain a flexible approach when providing customer support
• Able to work a flexible schedule to include evening and weekend hours

Preferred Skills

• 2+ years supervisory experience (managing teams)
• Ability to navigate virtual meeting platforms i.e. Zoom and MS Teams
• Catering or other food service-related experience
• Communications, Event Planning or Hospitality background