The posting
The Conference Services Manager (CSM) serves as the primary operational liaison between the client and all hotel departments following the sale of a group. This position is responsible for managing every aspect of event planning and execution from turnover through final billing, ensuring exceptional guest experiences while maximizing profitability and operational efficiency.
The successful candidate will independently manage complex, high-end group programs while coordinating with Food & Beverage, Culinary, Banquets, Stewarding, Housekeeping, Front Office, Engineering, Recreation, Security, Spa, Transportation, Finance, Audio Visual partners, Destination Management Companies (DMCs), and outside vendors.
Some of your responsibilities include:
- Provide comprehensive conference and event planning for meetings, incentive programs, corporate conferences, board meetings, social functions, destination weddings, pharmaceutical programs, government groups, fundraising galas and VIP events.
- Serve as the primary point of contact for clients from contract turnover through event departure, building strong client relationships while delivering exceptional personalized service.
- Review sales contracts and accurately translate contractual obligations into detailed operational plans for all hotel departments.
- Conduct planning calls, virtual meetings, and on-site planning visits with clients to finalize event details, room layouts, menus, audiovisual requirements, transportation, recreational activities, off-site events, billing instructions, and special requests.
- Create, maintain and distribute detailed Group Resumes that accurately communicate all program requirements, including:
- Complete event itineraries
- Function space assignments
- Event timelines
- Food & Beverage selections
- Meeting room setups
- Audio Visual requirements
- Transportation schedules
- Vendor and DMC logistics
- VIP arrivals
- Guest preferences
- Billing instructions
- Operational responsibilities for each hotel department.
- Prepare, revise and distribute accurate Banquet Event Orders (BEOs) ensuring all event details are communicated according to departmental deadlines.
- Coordinate all event logistics including outside vendors, entertainment, décor companies, transportation providers, photographers, florists, destination management companies (DMCs), rental companies and audiovisual partners while ensuring compliance with hotel policies.
- Manage room block performance by monitoring pickup, cut-off dates, attrition exposure and inventory, communicating changes with Sales, Revenue Management and Reservations.
- Monitor contracted minimums for guest rooms, food and beverage, meeting room rental, audiovisual, labor charges, storage fees and ancillary revenue opportunities, proactively identifying opportunities to maximize revenue through upselling.
- Analyze client requests and provide creative solutions that enhance the guest experience while protecting hotel profitability and operational efficiency.
- Coordinate menu planning with the Culinary and Food & Beverage teams while recommending enhancements that increase banquet revenue.
- Conduct pre-convention meetings and weekly operational meetings with department leaders to ensure complete alignment on upcoming group programs.
- Participate in weekly BEO meetings, Group Resume meetings, Operations meetings and Daily Business Reviews while communicating updates and operational changes.
- Maintain accurate event information in Delphi (or comparable sales and catering software), including forecasts, room allocations, event statuses, billing details and operational notes.
- Coordinate rooming lists, VIP amenities, welcome gifts, special accommodations and guest arrival logistics with Front Office and Housekeeping.
- Manage event changes in a fast-paced environment while maintaining accuracy and communicating updates promptly to all departments.
- Review master accounts, billing instructions, deposits, concessions and final invoices in partnership with the Finance team to ensure billing accuracy prior to client departure.
- Conduct on-site event supervision for key functions and serve as the hotel representative throughout the program, responding quickly to operational needs and ensuring seamless event execution.
- Ensure all contracted groups achieve or exceed revenue expectations while maintaining exceptional guest satisfaction scores.
What You Bring
- Minimum three (3) years of Conference Services Management experience within a luxury full-service hotel or resort managing high-volume meetings and incentive groups.
- Demonstrated experience independently managing complex multi-day programs with numerous simultaneous events and multiple client stakeholders.
- Previous experience servicing Incentive Houses, Corporate Meeting Planners, Pharmaceutical Meetings, Executive Retreats, Destination Weddings, Government Programs and VIP events.
- Luxury hotel or Forbes Five-Star resort experience strongly preferred.
- Advanced experience with:
- Delphi or Delphi.fdc
- Opera PMS
- Social Tables, Meeting Matrix or equivalent event diagramming software
- Microsoft Word, Excel, Outlook and PowerPoint
- Extensive knowledge of:
- Banquet Event Orders (BEOs)
- Group Resumes
- Room Block Management
- Attrition Management
- Forecasting
- Group Billing
- Master Account Review
- Food & Beverage Revenue Management
- Meeting Space Inventory Management
- Experience coordinating Destination Management Companies (DMCs), outside vendors, transportation providers, audiovisual companies and entertainment.
- Strong financial acumen with experience reviewing contracts, managing concessions, monitoring minimum revenue commitments and identifying upsell opportunities.
- Exceptional written and verbal communication skills with the ability to communicate effectively with clients, executives and hotel operational leaders.
- Highly organized with outstanding attention to detail and the ability to manage multiple large programs simultaneously while meeting strict deadlines.
- Ability to solve problems quickly, remain calm under pressure and adapt to last-minute client changes.
- Passion for creating memorable luxury experiences through personalized service and flawless execution.
- Previous Caribbean luxury resort experience preferred.
The salary range for this role is $70,000 to $90,000 per annum. This job is also eligible for bonus pay. We offer a comprehensive package of benefits including vacation, medical/dental/vision insurance, pension, free meal at our cafeteria and many other benefits to eligible employees.
