Conference Service Manager

The Conference Services Manager is responsible for the detailed planning, coordination, and successful execution of assigned meetings, conferences, social events, and group programs at Hotel Phoenix Atlanta. Once business is contracted, the Conference Services Manager serves as a primary point of contact for the client, working closely with hotel departments to translate the client's vision and contractual commitments into a successful event.

This position requires strong organization, attention to detail, communication, and relationship-building skills. The Conference Services Manager ensures that event details are accurately documented, communicated, and executed while delivering an exceptional experience for clients and guests.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manage assigned events and group programs from the post-contract planning stage through execution and post-event follow-up.
• Serve as a primary hotel contact for clients during the event planning process.
• Develop strong relationships with clients by understanding their event objectives, expectations, and priorities.
• Conduct planning meetings and site visits with clients as needed.
• Create, review, revise, and distribute accurate Banquet Event Orders (BEOs) within established deadlines.
• Ensure BEOs clearly communicate event details, including room setup, food and beverage selections, timing, audiovisual needs, guarantees, billing instructions, and special requests.
• Coordinate event requirements with Banquets, Culinary, Stewarding, Engineering, Front Office, Housekeeping, Security, Audio Visual, and other hotel departments.
• Lead or participate in BEO, pre-conference, and operational meetings to ensure all departments understand client expectations and event requirements.
• Maintain regular communication with clients regarding deadlines, guarantees, menu selections, room setups, and other event details.
• Review contractual commitments and ensure agreed-upon services are properly executed.
• Monitor assigned events while on property and respond promptly to client requests or operational concerns.
• Partner with operational leaders to identify solutions when event plans or client needs change.
• Ensure function spaces are prepared according to the approved BEO and Hotel Phoenix standards.
• Review event billing and charges for accuracy prior to finalization.
• Complete post-event follow-up with clients and communicate relevant feedback to hotel leadership.
• Maintain accurate and organized event records within the hotel's sales and catering systems.
• Identify opportunities to enhance the guest experience and maximize event revenue through appropriate food, beverage, audiovisual, and event enhancements.
• Support the Sales and Catering team in achieving departmental service and revenue goals.
• Maintain knowledge of hotel services, event spaces, food and beverage offerings, and operational capabilities.
• Perform additional duties as assigned based on hotel and business needs.

CORE COMPETENCIES

• Client Relationship Management – Builds trust and maintains clear, professional communication throughout the planning process.
• Attention to Detail – Ensures event information, BEOs, timelines, and client requests are accurate and complete.
• Communication – Effectively communicates event expectations across multiple hotel departments.
• Organization & Time Management – Successfully manages multiple events, deadlines, and priorities simultaneously.
• Problem Solving – Responds quickly and professionally to changes and operational challenges.
• Collaboration – Works effectively with Sales, Catering, Banquets, Culinary, and hotel operations.
• Service Excellence – Demonstrates a commitment to creating memorable and personalized guest experiences.
• Financial Awareness – Understands event revenue, contractual commitments, billing, and opportunities to maximize profitability.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Hospitality Management, Business Administration, Event Management, or a related field preferred.
• Previous experience in hotel catering, conference services, event planning, banquets, or a related hospitality role preferred.
• Working knowledge of banquet operations and food and beverage service.
• Experience creating and managing Banquet Event Orders preferred.
• Experience with hotel sales and catering systems such as Delphi, Opera, or similar platforms preferred.
• Strong written and verbal communication skills.
• Excellent organizational and follow-through skills.
• Ability to manage multiple events and deadlines in a fast-paced hotel environment.
• Strong interpersonal skills with the ability to communicate effectively with clients, associates, managers, and senior leadership.
• Ability to maintain professionalism and composure while managing changing priorities and client expectations.

SCHEDULE REQUIREMENTS

The Conference Services Manager must maintain a flexible schedule based on business and event needs. This position may require evenings, weekends, holidays, and extended hours during conferences, meetings, and special events.

PHYSICAL REQUIREMENTS

• Ability to move throughout the hotel, meeting rooms, banquet spaces, and event areas for extended periods.
• Ability to stand and walk for extended periods during event execution.
• Ability to lift or move up to 25 pounds occasionally.
• Ability to visually inspect event spaces and setups for accuracy and presentation.

WORK ENVIRONMENT

This position operates within a dynamic hotel environment and requires frequent interaction with clients, guests, associates, and operational departments. The Conference Services Manager will work in office, meeting, banquet, food and beverage, and other hotel operational areas.