Conference Services Manager

Overview

The Convention Services Manager oversees all aspects of convention and group event planning, coordination, and execution at the Town & Country Resort. This role acts as the primary liaison between clients and hotel operations, ensuring that group and convention events run flawlessly, exceed client expectations, and contribute to the resort's reputation for excellence. Pay Rate $77,000.00 #towncountrySD

Responsibilities
Client / Account Management

• Serve as the primary point of contact for assigned convention and group clients.

• Conduct pre-event meetings, site inspections, and walk-throughs to align client expectations and operational capabilities.

• Develop and maintain strong client relationships, understanding their objectives, preferences, and special requirements.

• Respond promptly to client inquiries, changes, and requests, ensuring clear and professional communication throughout the event lifecycle.

Event Planning & Coordination

• Create comprehensive event plans including timelines, room layouts, equipment needs, catering, AV, décor, transportation, and external vendor coordination.

• Prepare, distribute, and monitor Banquet Event Orders (BEOs), event resumes, and related documentation to all departments (catering, food & beverage, AV, housekeeping, engineering, security, etc.).

• Coordinate with sales, catering, operations, engineering, housekeeping, AV, and other internal teams to ensure all event elements integrate smoothly.

• Oversee room block management in coordination with front desk/reservations.

• Negotiate vendor contracts and manage external service providers as needed (florists, décor, rentals, production).

Onsite Execution & Oversight

• Supervise event setup, execution, and teardown, ensuring adherence to timelines, quality, and client expectations.

• Be present during events as the point of escalation for client issues, operational challenges, or last-minute changes.

• Lead and coordinate convention services staff: event captains, banquet teams, setup crews, and support staff.

• Monitor event flow, adjust staffing, and proactively troubleshoot logistics, service, or technical issues as they arise.

• Conduct post-event debriefs with clients and internal teams to assess satisfaction, identify strengths and areas for improvement.

Financial, Administrative & Reporting

• Manage event budgets, monitor costs, and ensure profitability while maintaining high service standards.

• Maintain accurate records, billing documentation, event files, and contractual agreements.

• Forecast and report on upcoming group/convention activity, revenue projections, and utilization metrics.

• Analyze event performance data and trends; make recommendations for process improvements and revenue opportunities.

Process & Quality Improvement

• Develop, maintain, and enhance standard operating procedures, workflows, and quality checklists.

• Train and mentor convention services staff on best practices, service standards, SOPs, and client relations.

• Ensure continual alignment with brand standards, guest experience goals, and stakeholder expectations.

• Stay current on industry trends, meeting technologies, and competitive offerings; propose enhancements to position the resort as a leader in group services.

Qualifications

• Minimum 3–5 years of experience in convention services, group events, or event planning — ideally in a full-service hotel or resort environment.

• Strong knowledge of event planning, banquet operations, audio/visual production, vendor management, and service standards.

• Excellent organizational, negotiation, and project management skills, with the ability to manage multiple large events concurrently.

• Exceptional written and verbal communication skills, with poise in client interactions and internal collaboration.

• Leadership ability—experience supervising teams, delegating responsibilities, coaching staff, and driving results.

• Proficiency in event software (e.g. Delphi, Cvent, or equivalent), Microsoft Office Suite, and property management systems.

• Flexibility to work non-standard hours, including evenings, weekends, and event peak times.

• Strong attention to detail, problem-solving skills, and capacity to perform under pressure.

Physical Requirements

• Ability to stand, walk, and move continuously for extended periods (up to 8+ hours) during event setup, execution, and breakdown.

• Capability to climb stairs, ramps, and move through varied resort spaces, including meeting rooms, ballroom floors, kitchens, loading docks, and back-of-house areas.

• Ability to lift, carry, push, or pull up to 50 pounds occasionally (furniture, equipment, AV gear, signage).

• Capacity to remain attentive, alert, and responsive during long and variable shifts, especially during high-volume events or late hours.

• Ability to move quickly to address last-minute changes, troubleshoot, or respond to guest needs.

• Exposure to varying conditions (e.g. temperature fluctuations in meeting rooms, outdoor function areas, loading docks).

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