Conference Services Manager

The beautiful Shangri-La Resort, located at the tip of Monkey Island in the center of northeast Oklahoma's Grand Lake O' the Cherokees, is currently taking applications for a Conference Services Manager. Are you looking for a rewarding job? We're hiring an enthusiastic and hardworking individual to join our team!

POSITION

Conference Services Manager

JOB DESCRIPTION

The Conference Services Manager (CSM) is responsible for the successful planning, coordination, and execution of group meetings, conferences, conventions, and special events. This role serves as the primary liaison between clients and internal departments to ensure seamless event delivery, exceptional guest experience, and financial performance aligned with organizational standards.

The CSM works collaboratively with Sales, Food & Beverage, Banquets, Culinary, Rooms, Engineering, and other operational teams to deliver events that exceed client expectations while maintaining operational efficiency and profitability.

REPORTS TO Sr. Sales Manager

KEY RESPONSIBILITIES

Client & Event Management

• Serve as the primary contact for assigned groups after contract execution.
• Conduct client planning calls, site visits, and pre-conference meetings.
• Develop detailed Banquet Event Orders (BEOs) and group resumes.
• Ensure all event specifications are communicated accurately and timely to operations.
• Coordinate meeting space setup, audio-visual needs, catering, décor, and special requests.
• Monitor event execution on-site and address issues proactively.

Financial & Revenue Oversight

• Maximize revenue through upselling of food & beverage, enhancements, and ancillary services.
• Ensure accurate billing, deposits, and final invoices in coordination with accounting.
• Review event profitability and manage expenses within budget guidelines.
• Support achievement of banquet and group revenue goals.

Operational Coordination

• Partner with:
  • Banquet and Culinary teams for menu planning and service timing
  • Rooms division for group room block management
  • Engineering, IT, and AV teams for technical setup
  • Security and other departments as needed
• Lead internal pre-conference meetings to ensure departmental alignment.
• Maintain detailed event documentation within event management systems.

Guest Experience & Service Excellence

• Anticipate client needs and provide creative solutions.
• Respond to client inquiries in a timely and professional manner.
• Ensure service standards meet or exceed brand expectations.
• Conduct post-event follow-up to assess satisfaction and identify improvement opportunities.
• Review post event comments from guest comment platform.

Administration & Compliance

• Maintain accurate client records and documentation.
• Ensure compliance with safety, health, and alcohol service regulations.
• Support departmental reporting and forecasting.

QUALIFICATIONS & SKILLS

Education & Experience

• Bachelor's degree in hospitality management, Business, or related field preferred.
• 2–5 years of experience in conference services, event management, or hotel operations.
• Golf Club, Resort or full-service hotel experience strongly preferred.

Skills & Competencies

• Strong organizational and multitasking abilities.
• Exceptional written and verbal communication skills.
• Detail-oriented with strong problem-solving capabilities.
• Ability to work evenings, weekends, and holidays as required by event schedules.
• Proficiency in event management and property management systems (e.g. Agilysys or similar).

CORE COMPETENCIES

• Client Relationship Management
• Revenue Optimization
• Operational Coordination
• Strategic Planning
• Service Excellence
• Leadership & Team Collaboration

PERFORMANCE STANDARDS

Customer Satisfaction

• Serve as a guest relations ambassador and deliver high-level service.
• Uphold Shangri-La's professional, courteous, and guest-focused standards.

Work Habits

• Maintain punctuality, adaptability, and a proactive problem-solving attitude.

Safety & Security

• Follow all safety policies, emergency procedures, and chemical handling protocols.
• Report hazards and practice safe lifting and kitchen safety procedures.

PHYSICAL DEMANDS

While performing the duties of this job, the employee regularly is required to stand and walk for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl and lift more than 25lbs. Physical stamina and a proper mental attitude to work under pressure at a fast pace are essential. Must have the mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.

WORK ENVIRONMENT

• Fast-paced hospitality environment.
• Extended periods of standing and walking during events.
• Flexible schedule based on business demands.