CONFERENCE SERVICE MANAGER

Job Summary

The Conference Services Manager (CSM) is responsible for creating and maintaining a consistently warm, professional, and welcoming atmosphere for all employees and visitors. The CSM will be highly visible in public areas—including the Lobby, Meeting Rooms, and Communal Spaces—and will regularly inspect these areas to ensure they are maintained to the highest standards.
This role oversees the coordination and support of all events and meetings, in addition to managing the day-to-day operations of the office, including lobby and reception coverage when needed. The CSM is a leadership role requiring strong hospitality, organizational, and client service skills.

Key Responsibilities
•Serve as the primary Hospitality Services resource for guests, visitors, and employees. Oversee daily operations for the Conference Center and executive floors.
•Lead, coach, and support team members to ensure they have the tools, training, and confidence to deliver service excellence.
•Manage daily and weekly scheduling, ensuring appropriate coverage during breaks and absences.
•Facilitate Daily Stand-Ups in alignment with established standards.
•Build and maintain professional relationships with employees and clients to foster open communication and trust.
•Collaborate with event leads to anticipate project needs, coordinate tasks, and prioritize effectively.
•Welcome and recognize VIP guests, delivering a high-touch, professional experience.
•Conduct pre-meeting walkthroughs to confirm audio/visual equipment, catering, and room setup are complete.
•Draft, update, and maintain SOPs and other Conference Center/Hospitality documentation.
•Demonstrate working knowledge of reservation systems and ensure accurate scheduling.
•Partner with IT to maintain AV services and troubleshoot issues as needed.
•Coordinate with Facilities on building-related issues and follow up to resolution.
•Manage relationships with vendors and service providers (e.g., HVAC, maintenance).
•Maintain thorough knowledge of emergency procedures and carry out designated tasks during incidents.
•Enforce all safety protocols to ensure a secure working environment.
•Complete scheduling, payroll, and maintain accurate timekeeping records (vacation, sick time, etc.).
•Provide tours of the facility for clients, prospective clients, or visitors.
•Lead recruitment, training, and onboarding of new team members as needed.
•Ensure clear knowledge of escalation procedures and apply them appropriately.
•Collaborate closely with management, client contacts, and building personnel to ensure seamless operations.
•Perform all other duties as assigned.

Key Competencies
•Passion for hospitality and commitment to service excellence standards.
•Ownership mindset with accountability both within and outside core responsibilities.
•Ability to work under pressure while balancing multiple priorities in a client-facing environment.
•Strong computer proficiency and knowledge of office technologies.
•Confidence, adaptability, and willingness to embrace change.
•Openness to feedback, with the ability to action and share learnings.
•Innovative mindset, consistently seeking ways to improve services and guest experiences.
•Empowered decision-maker who escalates issues appropriately and in a timely manner.
•Excellent oral and written communication skills.
•Punctual, dependable, and dedicated to operational excellence.
•Discreet, ethical, and committed to confidentiality.

Qualifications
•College degree preferred.
•Minimum of three (3) years’ experience in client services, reception, or hospitality, ideally in a corporate or concierge environment.