DIRECTOR OF CONFERENCE SERVICES

Job Summary

As the Director of Conference Services, you will be the cornerstone of engagement for all Clients, Guests, Vendors, and Associates entering the Conference Center. Leading by example, you will consistently embody an energetic, friendly, and approachable demeanor. Serving as the primary point of contact for Conference Services within your region, you will report to the General Manager and collaborate with Directors of Conference Services in other regions, forming a cohesive senior leadership team.

The Ideal Candidate:

• Will Share our Rapport Values - Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Will understand and implement the 7 Steps to Remarkable Service – Be Ambassadors for our Clients, Take Ownership, Create an Authentic Welcome, Personalize, Go the Extra Mile, Lead the Way, and Leave a Lasting Impression
• Will be Creative, Process-Driven, and Resourceful with a ‘Can-Do’ Attitude
• Will thrive in a Large Team setting while also capable of independent work
• Will possess Exceptional Attention to Detail and Strong Communication Skills (both written and verbal)
• Is Highly Organized with a Passion for Delivering Excellent Customer Service
• Will have an Outgoing Personality with the Ability to Build Rapport with Key Stakeholders
• Is able to Navigate a Fast-Paced Environment and Manage a Varied Workload Effectively

Essential Job Functions:

• Support, manage, and execute Senior Leadership-level Events.
• Partnering with multiple high-profile stakeholders. Must possess the ability to take direction, prioritize, and deliver results.
• Manage, develop, and enhance processes that will elevate the guest/ client experience.
• Responsible for overseeing day to day conference, meetings, and events.
• Provide a consistent high-level service in all areas to ensure guest satisfaction KPIs are achieved:
  • Train and mentor staff to deliver premier hospitality in every guest interaction.
  • Adjust and make recommendations to processes when areas are not meeting standards.
  • Ensure staff are engaged and involved in individual and team building programs.
• Conduct daily point meetings that include a service and recognition component.
• Develop and/or adapt training materials to best support the success of the Conference Services Team and consistently revisit guides, manuals and training procedures.
• Complete internal audits on guest service functions to ensure client specific standards are being met.
• Completes all daily, weekly or monthly reports and submits on a timely basis.
• Develop, maintains and update Standard Operating Procedures on client network.
• Exhibits superb organization skills and can manage multiple tasks or projects simultaneously.
• Provides client and manager with regular updated data and reports regarding Hospitality operations, levels of activity, etc.
• Provide input to General Manager regarding associate performance, highlighting successes, and areas for improvement.
• Support all local standard operating procedures/SOPS and other brand/company policies that have been delegated to execute by the general manager, Rapport and/or Compass Group

Key Qualifications:

• Education and Experience: Bachelor’s degree preferred.  Minimum of five years of experience in a conference center or corporate events environment. Previous supervisory experience of a team larger than 5 individuals. Excellent organizational skills, with the ability to prioritize tasks. Excellent organizational and administrative skills, with the ability to prioritize tasks.
• Language Skills: Excellent oral and written communication skills. Ability to read and interpret documents such as safety rules, Standard Operating Procedures (SOPs), and employee handbook. Ability to communicate in a pleasant and professional manner with high-level clients, other service providers and support staff. Responsible for effectively meeting the changing demands of internal clients.
• Technology Skills: Competent in Google Suite. Knowledge of Audio-visual equipment is a plus but not required.
• Reasoning Ability: The ability to work under pressure, prioritizing tasks and juggling many tasks simultaneously, while constantly interacting with visitors in a public environment. Self-confidence, willingness to learn, and feeling comfortable with change and coordinating change. Is empowered to make decisions, guide behavior and escalate issues appropriately. Superior problem-solving skills.
• Physical Demands: Regularly stands and walks. Ability to move conference room tables, chairs and lift 30 pounds as needed.
• Other: Excellent customer service Skills. 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. A passion for delivering premier hospitality. A mindset to take ownership and responsibility both within and outside one’s job domain. Is open and receptive to feedback, shares and actions.