SENIOR CONFERENCE MANAGER

The Senior Conference Manager (SCM) serves as the primary point of contact for the conference center in New York, NY, providing leadership and direction to the on-site operational team. As the senior representative, the SCM acts as the key liaison between the client, internal stakeholders, and the RDM, managing communications, resolving challenges, and escalating issues as needed.

This role is responsible for the full oversight of the conference center operations, ensuring all policies and procedures are consistently followed, and team members perform at peak efficiency. The SCM drives operational excellence, fosters a high-performance culture, and ensures seamless planning and execution in a fast-paced environment. Building and maintaining strong client relationships is central to this role, along with delivering a best-in-class hospitality experience. Travel requirements are approximately 10%.

• Plans, directs and evaluates the activities of the Reservation Coordinator and Catering Attendants, and oversees the activities of Conference Services team.
• Ensures that department personnel are following all established procedures, policies, and guidelines.
• Responsible for analyzing and arranging work processes for department personnel.
• Establishes and maintains rapport with outside vendors who provide services for the Conference Center.
• Supervises the Reservation Coordinator to ensure that the reception desk is properly staffed. Ability to cover breaks and shortages when needed.
• Reviews the billing statements for catering - checking for accuracy.
• Conducts Quarterly Business Reviews with the client, GM and DM. Determine ways to reduce costs, increase efficiencies and streamline the business.
• Coordinates a wide range of services for booked meetings, including Audio Visual requirements, Security, food and beverage, meeting room set-ups, signage, etc.
• Confers with clients before, during and after their events, maintaining a positive relationship and responding to inquiries and requests in a timely manner.
• Communicates to all relevant internal departments and subcontractors the specific needs of the client, both in advance and during the meetings.
• Produces Banquet Event Orders and/or comprehensive meeting resumes to document events and share detailed information with all service providers.
• Carries out daily "call-arounds" for next-day events, getting final confirmation of the meeting time, number of participants, Audio Visual presentation materials, menus, room set-ups, etc.
• Participates in daily and weekly planning meetings as well as client "pre-con" meetings to review the event details, answering questions from staff members, and discussing relevant logistical matters to finalize event details.
• Hosts "post-conference" feedback sessions with the client and members of the operations staff to collect comments and feedback for improvement.
• Obtains all necessary billing information for expenses related to meetings and events in the Conference Center including food and beverage, equipment rentals, decor, etc. Monitors the accuracy of all charges.
• Checks that meeting rooms are set-up correctly, with the proper equipment and amenities prior to the start of meetings. Greets the host upon arrival, escorts them to the meeting room and documents any new requests.
• Conducts monthly facility site inspections to ensure pristine condition and maintenance of the propertyConducts tours of the Conference Center for prospective meetings and events.
  

• Excellent organizational skills, with the ability to prioritize tasks and juggle many tasks simultaneously.
• Excellent oral and written communication skills.
• Strong computer skills and knowledge of office technology/equipment.
• Ability to work calmly and effectively in stressful situations.
• Exceptional client service skills.
• Punctual, dependable and dedicated to achieving operational excellence.
• Discreet, ethical and committed to maintaining a high degree of confidentiality.
• Excelling as a team member, with a passion for delivering exceptional hospitality and focusing on customer satisfaction.
• Maintaining a consistently professional approach, with a willingness to take ownership and responsibility.