CONFERENCE CENTER MANAGER

Job Summary

Key Responsibilities:

Team Leadership and Development

• Lead, coach, schedule, and develop the Conference Center Coordinator, Guest Service Agents, Workplace Ambassador, and Conference Aide teams.
• Provide daily direction and ensure each team is properly staffed based on business and coverage needs.
• Partner with team leads to coordinate new-hire training, recruiting efforts, ongoing development, and required compliance training.
• Support associate onboarding, orientation, performance check-ins, and annual performance reviews.
• Serve as a point of escalation for staffing concerns, callouts, service issues, and operational questions.
• Provide visible, hands-on leadership and assist with operational coverage when needed.
• Promote a professional and collaborative work environment focused on accountability, communication, and exceptional service.
• Provide outstanding customer service to set example for teammates
• Other duties as assigned by the RGM or RDM

Event Coordination/ Management Support

• Oversee daily conference center operations, including event coordination, meeting-room readiness, catering, room setups, and guest services.
• Support the planning and execution of meetings, managed events, and high-profile functions.
• Create a weekly Coordinator schedule with overall goal to motivate and maximize changes of business adjusting to coverage needs.
• Ensure proper reports are sent in a timely manner for all teams, including vendor partners and clients.
• Conduct or attend pre-conference and post-conference meetings as needed to ensure teams are aligned on event requirements.
• Maintain accuracy of catering in Reservations System and other changes including cancellation charges, billing codes and invoice updates are made
• Assist clients/vendor partners with food and beverage related billing questions and concerns
• Work with coordinator team to solicit bids and catering proposals for managed events and functions
• Responsible for coordinating and on-boarding new/special event vendors as necessary, including but not limited to, working with the facilities team and building management to secure COIs
• Review approved vendor COIs expiration dates annually for renewal

Workplace Ambassador (WPA)/ Conference Aide (CA) Support

• Act as a point of escalation for call outs, questions and issues with regards to staff and employees on unassigned floors
• Ensure WPA’s communicate properly and effectively with the appropriate internal support departments (maintenance, technology)
• Complete periodic walkthroughs of working floors to ensure WPA support is accurate and timely
• Ensure repeat issues on unassigned floors are called out to CBRE and updates are provided to management
• Ensure opening/closing reports are distributed to the approved distribution list
• Maintain an up-to-date Critical Contact list for WPA’s in SOP
• Ensure WPA/Conference Aide Team is effectively ordering supplies for pantries and inventory can be carried over week-to-week if necessary
• Ensure all issues discovered by the WPA/Conference Aide Team are reported to the appropriate party and all outstanding tickets are resolved
• Ensure all room setups and catering retrievals are completed on-time and as efficiently and safely as possible

Key Competencies:

• 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.  Being clearly vested in one’s career.
• Excellent organizational and administrative skills, with the ability to prioritize tasks.  Ability to carry out responsibilities with little supervision, as well as juggle many tasks simultaneously.
• Ability to interact with customers in a professional and pleasant manner, daily.
• Ability to manage and mentor a diverse work force, providing associates with on-going training and other opportunities for career development.
• Knowledge of financial reporting and experience with financial/statistical analysis.
• Excellent oral and written communication skills.
• Strong computer skills and knowledge of office technology/equipment.
• Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
• Extensive knowledge in event and space management with focus on event logistics and execution.
• Ability to think strategically in terms of both short-term and long-term objectives and challenges.
• 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.
• Demonstrating an appropriate level of assertiveness, with an ability to drive the business forward on an on-going basis.
• Discreet, ethical and committed to maintaining a high degree of confidentiality.
• Maintains a flexible schedule to meet evolving business needs.
• Have 2-3 years of supervisory experience.
• Certified Meeting Professional (CMP) designation preferred.