Conference Services Manager

Staff - Non Union

Job Category
M&P - AAPS

Job Profile
AAPS Salaried - Conferences, Accommodations and Ceremonies, Level A

Job Title
Conference Services Manager

Department
Sales and Services | Conferences and Accommodation

Compensation Range
$5,209.17 - $7,485.33 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date
March 25, 2024

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Aug 31, 2024

The term is from April 1, 2024 – August 31, 2024.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Summary

This position is responsible for planning, coordinating, and managing client services for events and group business. This includes managing events, groups (including Accommodation only groups), and coordinates services including booking/managing group accommodation, event space, services, and equipment needs. The Conference Services Manager evaluates the needs of the clients and provides recommendations on schedule planning, coordinating facility and function services, and overseeing onsite logistics. This position oversees events from planning to execution, ensuring clients’ needs are met through active communication, excellent service etiquette, efficiency and smooth operations, and team leadership.

Organizational Status
Reports to the Director, Groups/Conferences, takes direction from other senior managers, works closely with the Meeting Spaces and Support Services Manager, and works collegially with other departmental managers and staff. Work as part of a team and is responsible for a portfolio of clients to achieve goals and ensure consistent and high level of service to all clients. Interacts regularly with other UBC departmental staff, faculty, clients, guests, and internal and external suppliers.

Works flexible hours and organizes work to meet client needs often under tight deadlines due to the demands of simultaneous short and long term sales and service activity. Frequently works sitting at a computer and conversing via telephone. During summer months often works weekends and long days to prepare for and oversee on site logistics of events. Occasionally required to travel, work at tradeshow booths and/or make presentations to groups. Responds to off hour phone calls to troubleshoot client events.
Work Performed

• Manages relationships with clients from booking to service. Books new and returning groups and events and manages contracts up to and including service delivery.

• Assesses client needs and requirements and develops a proposal for services, facilities, and equipment related to events. Conducts site tours showing rooms, function spaces, and facilities on campus, ensures that clients are aware of all relevant policies and procedures and resource information.

• Prepares contracts, negotiates designated terms, sends/collects contracts, and confirms group bookings in writing and in a timely manner. Ensures that clients receive relevant documentation and that contracts are accurate and signed.

• Closes bookings through lead follow-ups, emails and telephone contacts.

• Responsible for overseeing logistics for clients including recommending plans, suppliers, facilities and equipment related to events; booking/managing group accommodation; distributing pertinent information to stakeholders.

• Oversees on-site conference logistics and attends key client functions. Troubleshoots problems and authorizes/implements corrective measures including the resolution of client concerns and disputes.

• Develops and prepares financial and statistical reports.

• Calculates charges according to contracts, prepares pre-payment invoice, sends to client and pursues late payments; prepares post event summary of charges for accounts receivable, reviews transaction/account status, and ensures that UBC's financial exposure is within acceptable parameters.

• Maintains detailed client profiles, function details and communication records.

• Performs other related duties as required.

Consequence of Error/Judgement
Failure to provide accurate, timely information may reduce client satisfaction, result in rejected proposals, jeopardize the success of a client's event, reduce revenue, and/or damage the University's reputation. Failure to deliver services as agreed, lack of initiative or poor performance may result in litigation with financial and legal consequences and jeopardize the reputation and future revenues of C&A. Poor communication skills, poor implementation of goals to meet sales targets and untimely follow-up of leads can result in lost business revenue. Inappropriate behavior or lack of interpersonal acumen may hurt relationship with clients, suppliers or industry partners.
Supervision Received
Reports directly to the Director, Groups/Conferences. Works in close partnership with the management team and takes direction from other senior managers. Works independently under minimal direction within constraints of policies and guidelines.
Supervision Given
Provides indirect supervision to Housestaff.
Minimum Qualifications
Two year diploma in Hotel Management, Hospitality, Tourism, or Event Management. Minimum two years of related experience, or an equivalent combination of education and experience.
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Blend of relevant courses and progressive on-the-job training an asset.

• Extensive knowledge of the meetings, tourism and hospitality industry preferred.

• Effective oral, written communication and business presentation skills required.

• Strong aptitude and ability to use Microsoft Office based software and ability to learn new software and hardware applications such as EBMS and Opera.

• Excellent interpersonal, problem solving, planning, customer-service and organization skills.

• Experience in fostering relationships and working cooperatively with staff teams, clients and suppliers.

• Ability to plan and work independently and meet deadlines with a high degree of accuracy.

• Ability to multi-task, prioritizes, lead, work independently and be extremely flexible as needed.

• Must be professional and have the ability to interact with management, colleagues, faculty and clients.