DIRECTOR OF CONFERENCE AND AMBASSADOR SERVICES

Working as a Director of Conference & Ambassador Services will allow you the opportunity to work with GREAT people like yourself! You will be surrounded by people who are passionate about what they do and share in our belief in the quality value of delivering superior hospitality to our premier client. The Director of Conference & Ambassador Services will be responsible for overseeing the engagement of all Clients, Guests, Vendors, and Associates entering the Conference Center. They will lead by example, display an energetic, friendly, and approachable demeanor at all times.

Essential Job Functions:
* Support, manage, and execute Senior Leadership-level Events
* Partnering with multiple high-profile stakeholders. Must possess the ability to take direction, prioritize, and deliver results.
* Manage, develop, and enhance processes that will elevate the guest/ client experience
* Responsible for overseeing day to day conference, meetings, and events
* Provide a consistent high-level service in all areas to ensure guest satisfaction KPIs are achieved:
* Train and mentor staff to deliver Platinum Service in every guest interaction.
* Adjust and make recommendations to processes when areas are not meeting standards.
* Ensure staff are engaged and involved in individual and team building programs.
* Conduct daily point meetings that include a service and recognition component.
* Develop and/or adapt training materials to best support the success of the Conference Services Team and consistently revisit guides, manuals and training procedures.
* Complete internal audits on guest service functions to ensure client specific standards are being met.
* Completes all daily, weekly or monthly reports and submits on a timely basis.
* Manage and formulates weekly schedules for team members, flexing labor and staffing levels when applicable.
* Develop, maintains and update Standard Operating Procedures on client network.
* Able to build consensus and influence team members to achieve goals and objectives.
* Exhibits superb organization skills and can manage multiple tasks or projects simultaneously.
* Enforces, maintains, and monitors the department's Dress Code Policy.
* Creates personal development plans and conducts annual performance appraisals for Hospitality Team.
* Creates, develops and updates Daily Fact Sheet for Concierge and Conference Team.
* Provides client and manager with regular updated data and reports regarding Hospitality operations, levels of activity, etc.
* Ensures that the Reception Desks, conference rooms, and lounge areas are consistently presentable and in working order.
* Provide input to District Manager with regard to associate performance, highlighting successes, and areas for improvement.
* Ability to work in multiple roles within the operations as this is a working position
* All other duties as assigned

Teamwork and Communication
* Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication.
* Maintain a strong awareness of business activity and communicate all updates with your team members.
* Communicate effectively with team members and pass on necessary information to colleagues that may arise during the escorting process.
* Provide assistance according to business needs e.g. lunch cover, call-outs, and general support.
* Support the training of new associates and complete checklists accordingly.
* Take part in the cross-training program which covers all areas of the department, when available.

Personal Presentation and Responsibilities
* Maintain a professional, polite and considerate manner always.
* Adhere to dress code standards as per the dress policy.
* Discuss any training needs or requests with your manager.

Working Environment
* Maintain a clear, presentable working area at all times and report all maintenance faults/hazards and cleaning requests to the appropriate personnel. Monitor progress to ensure issues are promptly rectified. Escalate as necessary.