CONFERENCE CENTER LEAD

Job Summary

Key Responsibilities:

• Manage daily activities of the conference center
• Oversee the strategic booking of space within EMS Reservation System. 
• Developing and constantly updating forecasts of meeting room occupancy and utilization.
• Ensuring an ongoing flow of communications between the Conference Coordinators, GSA’s and clients as well as vendor partners and team members
• Effectively planning and communicating to all relevant internal departments and vendors the specific needs of the client, including room set-up, Audio Visual and catering requirements.
• Act as their team's initial escalation point for complex client issues and service disruptions, including those affecting high-visibility events, and work with Director of Conference Services to resolve matters promptly.
• Assist the Director of Conference Services by compiling and assigning high-profile events to conference teams on a weekly and quarterly basis; continuously monitor event activity and adjust assignments daily as needed.
• Review daily BEOs and event protocols with clients and AV, Catering, and Set-Up teams, and oversee preparation of event resumes and BEOs for large-scale or complex events.
• Provide hands-on Coordinator coverage during staffing shortages, associate PTO, or leaves of absence, including but not limited to covering the reception desk, managing and fulfilling the meet-and-greet schedule, and planning and executing events to maintain seamless service delivery.
• Ensuring the timely preparation, by self and Conference Coordinators, of complete documentation for large/complex functions and Produced events.
• Conducting daily and weekly Planning Meetings attended by the Conference Coordinators and members of the operations staff, to review the details of events scheduled for the following day and next week, ensuring correct interpretation by staff members of clients’ requirements and anticipating any possible operational challenges.
• Conducting “pre-con” meetings attended by clients, Conference Coordinators, and key members of the operations staff, to ensure a complete understanding on everyone’s requirements for certain critical or large-scale events.
• Conducting “post-conference/debrief” feedback sessions with the clients and relevant members of the operations staff, to obtain first-hand comments on certain critical or large-scale events.
• Conducting facility site inspections on a weekly basis to ensure pristine condition and maintenance of property.
• Check conference rooms prior to start of meeting to ensure all meeting requirements are set (i.e. catering, multimedia, specific room setup, etc).
• Create weekly report of high profiled events and report important details to vendor partners at weekly operations meeting.
• Review the daily Important Business report to ensure all conference-hosted events are listed and event details are accurate.
• Participate in monthly e-chats and provide development opportunities for coordinators.
• Providing the Director of Conference Services/Assistant General Manager with occupancy and utilization statistics regarding meetings held and guests in attendance, on a monthly, quarterly and annual basis.  Providing additional statistics with regard to Audio Visual activities, food and beverage covers, cancellation rates, etc.
• Monitoring and ensuring the accuracy of catering and other charges, including cancellation charges, entered into the Reservation System.

Preferred Qualifications:

• Excellent organizational and administrative skills, with the ability to prioritize multiple tasks. 
• Ability to carry out responsibilities with little supervision, as well as juggle many tasks simultaneously.
• Excellent oral and written communication skills.
• Ability to work with multiple personality types and adapt to last minute changes.
• Ability to maintain positive outlook and motivate team.
• Ability to lead, coach, and develop a diverse workforce through ongoing training, mentoring, and career development opportunities.
• Expert knowledge of EMS or similar conference room reservation and space management systems.
• Strong computer skills and knowledge of office technology/equipment.
• Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
• Discreet, ethical and committed to maintaining a high degree of confidentiality.
• Basic knowledge of Human Resources principles
• Knowledge of supporting departments including catering, AV, Facilities Management, etc.
• A passion for delivering the Platinum Service® Standard to provide transformational service in hospitality.
• A consistently professional approach, including a strong sense of self- respect and integrity, as well as respect for and interest in others.
• Team mindset and ability to work with wide variety of personality types.
• A mindset to take ownership and responsibility within and outside one’s job domain.  Relevant competencies would include self-confidence, willingness to learn and feeling comfortable with change and coordinating change.
• Two to three years of conference planning experience in a conference center or corporate environment, along with two years of supervisory experience.
• Certified meeting planner or similar trade certification in event or conference management.
• Self-confidence, a willingness to learn, and the ability to adapt to and coordinate change.
• Minimum two years’ experience in managing or responsible for various aspects of catering execution and quality standards.