Senior Conference Services Manager

Location: The Hotel at the University of Maryland

Department: Sales & Marketing

Reports to: Director of Sales & Marketing

Status: Full-Time

Salary Range: $82,000.00 - $86,000.00 annually (experience-based compensation)

POSITION SUMMARY

The Senior Conference Services Manager is responsible for the planning, coordination, communication, and successful execution of assigned conferences, meetings, corporate programs, sporting events, social functions, and other group events.

Serving as the primary liaison between the client and Hotel operating departments following the sales process, the Senior Conference Services Manager translates contracted program requirements into detailed operational plans and ensures that each event is executed accurately, efficiently, profitably, and in accordance with Hotel and Donohoe Hospitality Services standards.

This senior-level position requires an experienced hospitality professional who combines exceptional event management and client relationship skills with strong business acumen. The Senior Conference Services Manager is expected to maximize event revenue, identify upselling opportunities, optimize meeting space, monitor room blocks and food and beverage performance, strengthen repeat business, and serve as a mentor and resource to members of the Conference Services team.
ESSENTIAL DUTIES & RESPONSIBILITIES
Conference & Event Management

• Manage assigned groups from turnover through planning, event execution, departure, and post-event follow-up.
• Serve as the primary planning contact for assigned clients and maintain consistent, proactive communication throughout the event lifecycle.
• Confirm all event-related information with clients and translate requirements into clear and detailed operational instructions.
• Prepare accurate and timely Banquet Event Orders (BEOs), group resumes, rooming information, floor plans, directives, and other event documentation.
• Produce detailed Group Resumes on a weekly basis and communicate program requirements during appropriate Hotel operational meetings.
• Coordinate meeting room assignments, setups, food and beverage requirements, audiovisual needs, vendor services, and other program logistics.
• Develop and review floor plans to ensure effective use of space, appropriate event flow, operational efficiency, safety, and client satisfaction.
• Ensure Banquets, Culinary, and the client are aligned on event requirements before execution.
• Obtain final food and beverage guarantees within established deadlines and communicate significant attendance changes so that labor and food costs can be appropriately managed.
• Conduct pre-conference meetings, planning meetings, site inspections, special events, and client presentations as appropriate.
• Maintain a visible presence during major programs and peak event periods.
• Anticipate operational challenges and proactively develop solutions before they negatively affect the client or guest experience.
• Ensure all Conference Services checklists, procedures, and deadlines are consistently followed.

Client Relationship Management

• Develop strong, professional relationships with meeting planners, event organizers, and key decision-makers.
• Serve as a trusted advisor to clients throughout planning and execution.
• Respond promptly and professionally to client questions, concerns, and changing program requirements.
• Demonstrate creativity in translating the client's vision into an exceptional event experience.
• Resolve service challenges professionally while protecting the client relationship and the Hotel's interests.
• Review meeting planner feedback and recommend operational improvements designed to increase client satisfaction.
• Actively participate in rebooking repeat business and identify future opportunities before group departure.
• Build long-term client relationships that contribute to repeat and referral business.
• Support initiatives designed to improve meeting planner evaluation scores and overall client satisfaction.

Revenue Management & Business Acumen

• Identify and maximize opportunities to increase event revenue through strategic upselling of food and beverage, meeting room rental, audiovisual services, enhancements, and other Hotel services.
• Optimize meeting room rental charges and event space utilization while maintaining client satisfaction.
• Monitor the effective use of meeting space to maximize revenue potential.
• Actively monitor assigned room blocks and food and beverage covers to improve forecasting accuracy.
• Review group room pickup and communicate material changes to appropriate departments and Hotel leadership.
• Understand the financial and operational impact of program changes and client requests.
• Demonstrate an understanding of monthly forecasting and the annual budgeting process.
• Protect the Hotel's financial interests while maintaining strong client relationships.
• Support departmental revenue, profitability, guest satisfaction, and rebooking goals.

Operational Leadership

• Work closely with Banquets, Culinary, Front Office, Reservations, Housekeeping, Engineering, Security, Sales, Accounting, audiovisual partners, and other departments to ensure seamless event execution.
• Provide clear operational direction for all BEOs, group resumes, and event requirements generated through Conference Services.
• Participate actively in BEO meetings, staff meetings, Sales meetings, Food & Beverage meetings, credit meetings, and other operational meetings as required.
• Participate in audits of service-related communications and documentation for upcoming meetings and events.
• Maintain working knowledge of Hotel services, amenities, features, and local attractions and activities.
• Maintain knowledge of applicable liquor laws, fire codes, safety requirements, emergency procedures, and Hotel policies.
• Respond promptly to guest and client needs regardless of business volume or time of day.
• Escalate unresolved client or guest concerns to appropriate leadership.
• Immediately report incidents, injuries, or property damage in accordance with Hotel and DHS procedures.
• Contribute to departmental and Hotel projects as needed.

Audiovisual & Vendor Management

• Coordinate effectively with the Hotel's audiovisual provider to support client requirements and successful event execution.
• Understand audiovisual services as an important component of the overall event experience and revenue strategy.
• Work effectively with outside vendors while ensuring compliance with Hotel policies, contractual requirements, safety standards, and operational procedures.
• Monitor outside vendor performance to ensure client service expectations and Hotel standards are consistently achieved.
• Review vendor relationships and agreements as assigned and communicate opportunities for improved pricing, service, or performance to the Director of Catering & Conference Services.

Senior-Level Leadership & Mentorship

• Serve as a senior resource and role model within the Conference Services department.
• Assist with the orientation, onboarding, and development of new Conference Services team members.
• Mentor team members in event planning, client communication, operational execution, revenue optimization, organization, and problem resolution.
• Provide guidance and support to Conference Services Managers when managing complex programs or challenging client situations.
• Lead by example through professionalism, accountability, organization, communication, and a positive attitude.
• Encourage effective teamwork and collaboration across departments.
• Assist the Director of Catering & Conference Services with departmental projects and initiatives.
• Participate in the development, review, and updating of departmental Standard Operating Procedures (SOPs).
• Stay current on hospitality, meetings, events, technology, and Conference Services trends and best practices.
• Pursue continued professional development through relevant industry education, networking, and training opportunities.

JOB KNOWLEDGE, SKILLS & ABILITIES

The successful candidate will demonstrate:

• Advanced knowledge of Conference Services, catering, banquet operations, and Hotel group operations.
• Strong understanding of hotel sales techniques, revenue management, forecasting, and upselling.
• Exceptional organizational skills with the ability to manage multiple complex programs and competing deadlines simultaneously.
• Strong client relationship-building and negotiation skills.
• Excellent analytical, decision-making, and problem-solving abilities.
• Ability to quickly evaluate alternatives and determine an appropriate course of action.
• Ability to remain composed and solutions-focused in stressful and high-pressure situations.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Professional executive presence and the ability to communicate effectively with clients, vendors, team members, and senior leadership.
• Creativity in developing event setups, menus, experiences, and solutions.
• Knowledge of large-scale corporate, association, sports, and special-event production.
• Understanding of hotel operations and the interrelationship between Rooms, Food & Beverage, Sales, Conference Services, and other operating departments.
• Ability to interpret client requirements and ensure contracted commitments are appropriately executed.
• Excellent attention to detail and time-management skills.
• Ability to coach, mentor, motivate, and positively influence peers and team members.
• Ability to perform basic business mathematics and event-related calculations.
• Strong proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Proficiency with hotel sales, catering, property-management, and event-management systems.
• Strong Delphi experience preferred.

QUALIFICATIONS

• Minimum of five (5) years of demonstrated Conference Services, Convention Services, Catering, Event Management, or comparable hotel experience at a similar-size and quality property.
• Demonstrated experience independently managing complex conferences, meetings, and multi-day group programs.
• Experience managing large-scale corporate, association, sports, or special events preferred.
• Proven ability to develop strong client relationships and contribute to repeat and rebooked business.
• Demonstrated ability to identify upselling opportunities and maximize event revenue.
• Experience working collaboratively with Banquets, Culinary, Sales, Rooms, audiovisual providers, and outside vendors.
• Strong Microsoft Word, Excel, Outlook, and Delphi experience.
• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Hospitality Management, Business, Event Management, or a related field preferred.

WORK SCHEDULE & AVAILABILITY

Hospitality requires flexibility. The Senior Conference Services Manager must be available based on business and client needs, including early mornings, evenings, weekends, holidays, and special events.

Availability during peak operating periods, major conferences, and high-profile events is an essential expectation of this position.
WHAT SUCCESS LOOKS LIKE
Success in the Senior Conference Services Manager position will be demonstrated through:

• Exceptional meeting planner and guest satisfaction.
• Accurate and timely BEOs, group resumes, and event documentation.
• Successful execution of complex and high-profile programs.
• Proactive communication with clients and Hotel operating departments.
• Effective management of room blocks and food and beverage forecasts.
• Increased upselling and event revenue.
• Effective utilization of meeting and event space.
• Strong repeat and rebooking performance.
• Timely and professional resolution of client and operational challenges.
• Positive leadership and mentorship within the Conference Services team.
• Consistent protection of the Hotel's reputation, guest experience, and financial interests.

OUR EXPECTATIONS

Every team member is expected to contribute to the success of The Hotel at the University of Maryland and Donohoe Hospitality Services by demonstrating professionalism, accountability, collaboration, responsiveness, integrity, and a commitment to exceptional hospitality.

The Senior Conference Services Manager is expected to lead by example, support colleagues across departments, participate in Hotel and DHS engagement initiatives, and consistently seek opportunities to improve the client, guest, and team member experience.

Employees must comply with all hotel-established work rules, procedures, and policies, including those outlined in the employee handbook.

LIMITATIONS & DISCLAIMER

This job description describes the general nature and level of work performe