Conference Services Manager

Q Center is looking for a Conference Services Manager to join our team

Job Summary

The Conference Service Manager will be responsible for overseeing all aspects of conference services to include audio/visual operations. This position will be responsible for coordinating, supervising, and directing the conference services team to ensure seamless execution of audiovisual and space requirements for all meetings, events, and conferences. This position is also responsible for implementing audio/visual technology, equipment management, and event production which will play a vital role in enhancing the overall guest experience and maintaining high standards of quality and excellence. Expertise in Event setup, AV technologies and strong leadership skills will be crucial in maintaining and enhancing the organization's AV infrastructure. Monitors and controls financial and administrative responsibilities including asset protection. Provides clear and concise communications to everyone having ownership in the success of the event. Identifies training opportunities and plans a strategy to accomplish goals.

The schedule for this position varies, and will include days, afternoons, evenings, and weekends.

Benefits

• Paid time off
• 401(K) with employer match
• Holiday Pay
• Medical, Dental and Vision Insurance with Wellness Credits
• Employee Assistance Program
• Basic Life, AD&D
• Disability Benefits
• Employee Meals

Education & Experience

• Minimum 3 years of progressive experience in a hotel or a related field required.
• High school diploma; college course work in related field preferred.
• Minimum 2 years previous supervisory responsibility required.
• Must be proficient in Windows and Microsoft Office; experience with Delphi and meeting matrix is preferred.

Physical Requirements

• Flexible and long hours sometimes required.
• Must be able to work weekends and holidays and work a varied schedule that includes days and evenings.
• Heavy work - Exerting up to 100 pounds of force occasionally, and/or 50 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Fundamental Requirements

• Associate must, at all times, be attentive, friendly, helpful, and courteous to all guests and fellow associates.
• Maintain a professional working relationship and promote open lines of communication with managers, associates, and other departments.
• Oversee and manage the daily operations of department and associates, including temporary staff.
• Maximize financial performance while upholding quality standards and maximizing levels of associate and guest satisfaction.
• Define and implement department objectives and standard operating procedures.
• Manage budget, forecast, expense, records, and contracts.
• Ensure preparation of required reports, including (but not limited to), payroll, revenue, associate schedules, and quarterly action plans; assist in maintaining an organized and comprehensive filing system with documentation of purchases, invoices, schedules, forecasts, reports and tracking logs; submit required reports in a timely manner.
• Maintain Q Center Standard Operating Procedures regarding Purchase Orders in Birchstreet.
• Develop labor schedules to align with operation needs ensuring guest and client satisfaction; make changes for-the-week, in-the-week as business changes occur and effectively communicate changes timely and appropriately.
• Interview candidates for open department positions and follow standards for hiring approvals.
• Conduct departmental training, departmental meetings developing associate morale and skills.
• Motivate, coach and counsel all department personnel according to Q Center Policy.
• Conduct associate performance reviews in accordance with Q Center standards.
• Ensure training and compliance of all associates on Standard Operating Procedures, Q Center policies, technical tasks and risk management is achieved.
• Operate all aspects of the department computer system, including software maintenance, report generation and analysis, and simple programming.
• Keep immediate supervisor fully informed of all problems or matters requiring their attention.
• Respond to all associate and guest requests, problems, complaints and/or accidents presented through various channels, in an attentive, courteous, and efficient manner; follow up to ensure guest and associate satisfaction.
• Maintain a clean, organized work area and manage all necessary department supplies.
• Ensure overall associate and guest satisfaction and safety is achieved.
• Perform other related duties as assigned.
• Assist with contracting technical specialists or vendors to solve problems.
• Determine priorities and parameters of new projects; discuss system capacity and equipment acquisitions.
• Oversee the operations of the audio/visual systems; troubleshoot and rectify any problems.
• Ensure preparation of daily set up sheets align with staff levels.
• Ensure room start ups are handled in a timely fashion while providing excellent guest service.
• Aid in the execution of all capital initiatives with Director of Conference Services and work closely with Facilities on coordinating projects.
• Maintain and control inventory quantities ensuring equipment is in good working order.
• Projects supply needs for the department, (e.g., tables, and chairs, banquet tables, meeting sets, props).
• Applies knowledge of all laws, as they relate to an event.
• Understands the impact of Conference Service operations on the overall success of an event and manages activities to maximize customer satisfaction.
• Assists team in developing lasting relationships with groups to retain business and increase growth; observes service behaviors of employees and provides feedback to individuals.
• Verifies function rooms are set according to event documentation (Banquet Event Orders, resumes, etc.) and customer requirements.
• Reviews quarterly Meeting Planner Survey results and participates in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction.
• Sets goals and delegates tasks to improve departmental performance.
• Conducts monthly department meetings with the Conference Services team.
• Attends pre-conference meetings as needed to understand group needs.
• Establishes consistent standards for meeting room sets and VIP meeting room sets.
• Conducts function room inspections prior to each function to verify the room is set according to specifications.
• Maintains cleanliness and sanitation standards in all event operation areas.
• Acts as a liaison between Conference Service, Conference Planning teams and the group contact throughout the event.
• Coordinates routine maintenance to verify a quality meeting facility.
• Resolves issues and/or suggest alternatives to previous arrangements if necessary.
• Communicates performance expectations in accordance with job descriptions for each position.
• Ensure all storage locations are clean, organized, hazard free and in compliance with safety standards.
• Manage loading dock and staff to ensure proper procedures are incorporated.
• Manage recreation games and set up to ensure proper procedures are incorporated.
• Review that all quality checks are meeting or exceeding standards.
• Focus the conference services department on their role in contributing to the Guest Service Audit scores.
• Coordinate logistics with Planners and other departments daily.
• Train staff regularly and ensure they are all capable of helping with start-ups and trouble shoot equipment when needed.
• Must maintain current knowledge of industry standards and awareness of upcoming innovations.

The Q Center:

Q Center is more than a conference center - it's an experience With 40 years of experience in meeting planning and special event production, Q Center has become an industry leader with boundless versatility and exceptional levels of service. As the largest full-service conference facilities in the Midwest, our vast 150,000+ square-feet of IACC-certified meeting and event spaces regularly host a variety of occasions, from large-scale Fortune 500 company meetings to small business training and special events, like fundraisers and galas. One thing is for sure - food and fun are abundant at Q Center for all to enjoy. From our 95 acres of recreational fun to exploring local sites and indulging in gourmet cuisine, we aim to make every guest experience beyond expectations. Q Center isn't just for business meetings and conferences - our multi-talented team and event space makes us one of the Midwest's premier special event venues

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.

EEO is the Law Supplement Notice Pay Transparency

If you require a reasonable accommodation to complete an application, please email your request to careers@qcenter.com and provide the job title to which you are applying.

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