DIRECTOR OF CONFERENCE SERVICES

Job Summary

The Director of Conference Services is responsible for managing the Conferencing and Coordination at the New York and NJ conference centers. This role owns the end-to-end client and guest experience, ensuring a consistently elevated, 5-star level of service across all interactions, events, and engagements. This position will oversee Conference Center Leads and Conference Coordinators. 

He/She will serve as the primary front-facing representative to clients and executive stakeholders, frequently interfacing with senior leaders and VIP guests while managing complex, high-visibility events.  This position requires exceptional judgement, executive presence, and the ability to independently resolve escalations and service challenges with speed, discretion, and minimal guidance. He/She leads by example, setting service excellence standards, mentoring teams, and fostering a positive, inclusive, and high-performing culture.  This is a highly visible role supporting both conference and client centers.  This position requires a minimum of 5 years’ experience in high-level event planning, client service and executive engagement.  CMP degree or MPI affiliation is a plus.

Key Responsibilities:

CLIENT EXPERIENCE & EXECUTIVE ENGAGEMENT

• Own the end-to-end client and guest experience, including meet-and-greet interactions, and proactively identify opportunities to enhance service delivery.
• Implement and uphold Rapport principles and a 5-star service standard that reflects professionalism, attention to detail, and white-glove hospitality.
• Serve as a primary client contact for executive stakeholders, VIP guests, and senior leaders; manage expectations, address concerns, and communicate solutions, risks, and recommendations with confidence and composure.
• Act as the initial escalation point for complex client issues and service disruptions, including those affecting high-visibility events, and work with senior leadership within Rapport and Corporate and Workplace Solutions to resolve matters promptly.
• Anticipate executive needs by partnering with Corporate and Workplace Solutions leadership, executive assistants, and other senior leaders to mitigate risks and deliver elevated experiences.

OPERATIONS, PLANNING & SERVICE DELIVERY

• Direct and work alongside Conference Coordinators to organize, oversee, and execute daily and evening meetings and events throughout the account.
• Personally plan and execute VIP events within 200W/30H, including but not limited to large conferences and ad-hoc activations, providing hands-on coordination and on-site support to ensure seamless delivery.
• Compile and assign high-profile events to conference teams on a weekly and quarterly basis; continuously monitor event activity and adjust assignments daily 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 to maximize facility efficiency and client satisfaction; resolve conflicts involving space, timing, or seniority, escalating to the AGM/RDM or client leadership when appropriate.
• 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.
• Review the daily Important Business report to ensure all conference-hosted events are listed and event details are accurate.
• Ensure standard operating procedures are documented, maintained, and consistently followed across conference center operations.
• Lead daily and weekly planning meetings to review event details, confirm client requirements, answer staff questions, address logistics, and identify potential operational challenges.
• As part of the senior management team, take responsibility for opening and closing the 200W building and overseeing all opening and closing operations.

LEADERSHIP, COACHING & TEAM DEVELOPMENT

• Lead succession planning, associate development, and ongoing coaching; provide progressive counseling and development plans in partnership with the AGM/RDM.
• Schedule the Coordinator team to meet business demand, manage PTO requests, and provide coverage to maintain service excellence.
• 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.
• Foster a service-first culture of accountability, mentoring teams in escalation handling, executive engagement, and premium hospitality standards.

Key Competencies:

• Minimum of five years of high-level event management experience, including planning and execution.
• Proven ability to manage executive-level client relationships and daily client interactions with professionalism, discretion, and 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 ongoing training, mentoring, and career development opportunities.
• Exceptional written and verbal communication skills.
• Passion for delivering the Platinum Service Standard and transformational client experiences.
• 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.
• Certified Meeting Professional (CMP) or Meeting Professionals International (MPI) affiliation preferred.