Salary: $130,000 $140,000
Job SummaryThe Director of Conference Services is responsible for managing the Conferencing and Coordination at the New York and NJ conference centers. This role owns the end-to-end client and guest experience, ensuring a consistently elevated, 5-star level of service across all interactions, events, and engagements. This position will oversee Conference Center Leads and Conference Coordinators.
He/She will serve as the primary front-facing representative to clients and executive stakeholders, frequently interfacing with senior leaders and VIP guests while managing complex, high-visibility events. This position requires exceptional judgement, executive presence, and the ability to independently resolve escalations and service challenges with speed, discretion, and minimal guidance. He/She leads by example, setting service excellence standards, mentoring teams, and fostering a positive, inclusive, and high-performing culture. This is a highly visible role supporting both conference and client centers. This position requires a minimum of 5 years' experience in high-level event planning, client service and executive engagement. CMP degree or MPI affiliation is a plus.
Key Responsibilities:CLIENT EXPERIENCE & EXECUTIVE ENGAGEMENT
- Own the end-to-end client and guest experience, including meet-and-greet interactions, and proactively identify opportunities to enhance service delivery.
- Implement and uphold Rapport principles and a 5-star service standard that reflects professionalism, attention to detail, and white-glove hospitality.
- Serve as a primary client contact for executive stakeholders, VIP guests, and senior leaders; manage expectations, address concerns, and communicate solutions, risks, and recommendations with confidence and composure.
- Act as the initial escalation point for complex client issues and service disruptions, including those affecting high-visibility events, and work with senior leadership within Rapport and Corporate and Workplace Solutions to resolve matters promptly.
- Anticipate executive needs by partnering with Corporate and Workplace Solutions leadership, executive assistants, and other senior leaders to mitigate risks and deliver elevated experiences.
OPERATIONS, PLANNING & SERVICE DELIVERY
- Direct and work alongside Conference Coordinators to organize, oversee, and execute daily and evening meetings and events throughout the account.
- Personally plan and execute VIP events within 200W/30H, including but not limited to large conferences and ad-hoc activations, providing hands-on coordination and on-site support to ensure seamless delivery.
- Compile and assign high-profile events to conference teams on a weekly and quarterly basis; continuously monitor event activity and adjust assignments daily as needed.
- Collaborate with Corporate Services, the Hospitality Team, and Corporate and Workplace Solutions on senior-level conferences and executive office events.
- Oversee space booking and utilization in the EMS Reservation System to maximize facility efficiency and client satisfaction; resolve conflicts involving space, timing, or seniority, escalating to the AGM/RDM or client leadership when appropriate.
- Review daily BEOs and event protocols with clients and AV, Catering, and Set-Up teams, and oversee preparation of event resumes and BEOs for large-scale or complex events.
- Review the daily Important Business report to ensure all conference-hosted events are listed and event details are accurate.
- Ensure standard operating procedures are documented, maintained, and consistently followed across conference center operations.
- Lead daily and weekly planning meetings to review event details, confirm client requirements, answer staff questions, address logistics, and identify potential operational challenges.
- As part of the senior management team, take responsibility for opening and closing the 200W building and overseeing all opening and closing operations.
LEADERSHIP, COACHING & TEAM DEVELOPMENT
- Lead succession planning, associate development, and ongoing coaching; provide progressive counseling and development plans in partnership with the AGM/RDM.
- Schedule the Coordinator team to meet business demand, manage PTO requests, and provide coverage to maintain service excellence.
- Provide hands-on Coordinator coverage during staffing shortages, associate PTO, or leaves of absence, including but not limited to covering the reception desk, managing and fulfilling the meet-and-greet schedule, and planning and executing events to maintain seamless service delivery.
- Foster a service-first culture of accountability, mentoring teams in escalation handling, executive engagement, and premium hospitality standards.
Key Competencies:- Minimum of five years of high-level event management experience, including planning and execution.
- Proven ability to manage executive-level client relationships and daily client interactions with professionalism, discretion, and business acumen.
- Expert knowledge of EMS or similar conference room reservation and space management systems.
- Excellent organizational, administrative, analytical, and prioritization skills.
- Ability to lead, coach, and develop a diverse workforce through ongoing training, mentoring, and career development opportunities.
- Exceptional written and verbal communication skills.
- Passion for delivering the Platinum Service Standard and transformational client experiences.
- Basic knowledge of human resources principles.
- Three to five years of supervisory experience.
- Strong computer skills and proficiency with office technology and equipment.
- Punctuality, dependability, and commitment to operational excellence.
- Certified Meeting Professional (CMP) or Meeting Professionals International (MPI) affiliation preferred.
Apply to Rapport today!Rapport is a specialized division of FLIK Hospitality Group and a member of Compass Group USA
Click here to Learn More about the Compass Story
Associates in Rapport are offered many fantastic benefits.
- Medical
- Dental
- Vision
- Life Insurance/ AD
- Disability Insurance
- Retirement Plan
- Paid Time Off
- Holiday Time Off (varies by site/state)
- Associate Shopping Program
- Health and Wellness Programs
- Discount Marketplace
- Identity Theft Protection
- Pet Insurance
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts (FSAs)
- Paid Parental Leave
- Personal Leave
Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_FlikHospitality.pdf
Req ID:
Rapport a specialized division of FLIK Hospitality Group 
