Housing Event Manager

Title Client Success Manager, Housing

Department Housing Services, Folsom CA

FLSA Classification Exempt

Work Hours Full-Time

Location Hybrid opportunity for employees within 50 miles of office, remote employees outside job region welcome to apply

Salary $65,000-$75,000 annually (depending on location and experience)

Travel 25%-50%, possible onsite assignments, periodic visits to client offices

About ConferenceDirect

ConferenceDirect is one of the world’s leading event management and hospitality services firms. We help clients save time and money by securing the best hotel accommodations, meeting space, conference venues, and hospitality services available at the most favorable terms possible. For more than 25 years, we have been passionate about achieving better results for our clients. 

See more at our website: http://conferencedirect.com/

Summary The Client Success Housing Manager is responsible for meeting all contractual obligations and building/maintaining a strong consultative relationship with clients and hotels to improve overall client satisfaction. Typical functions include, but are not limited to, strategically manage room inventory, analytical review of reporting, consultative support and ensuring event success in partnership with the Housing Operations Team. This position can be remote unless applicant lives within 30 miles of the Folsom office. 

 
Job Responsibilities

• Ensure client launches related to Event & Group Housing services are defined, communicated and successfully implemented
• Demonstrate attention to detail by identifying areas of critical need and provide solutions
• Effectively manage priorities by providing feedback/updates as needed
• Monitor time spent on accounts to maximize efficiency and profitability
• Utilize systems to manage and report contractual service levels for assigned services
• Develop and implement project plans, with defined timelines and task
• 24-Hour Client Response Time
• Customer and Financial Reporting within 30 Days
• Function as point-of-contact for escalations for Client and Associate issues. Proactively provide recommendations for corrective action to leadership as appropriate. Troubleshoot issues, thereby identifying and remedying trends.
• Provide strategic recommendations for process enhancement, increasing efficiencies, improving service and retaining customers with assigned accounts.
• Review and analyze hotel contracts to ensure that contractual and financial obligations are being achieved.
• Evaluate and provide consultation on hotel room block allocations
• Analyze and manage room block inventory
• Plan, execute and manage overall Housing services using designated technology
• Finalize the FAQ documentation per event and execute Contact Center training
• Manage all concessions including accurately tracking and assigning earned complimentary rooms to maximize concessions
• Participate in weekly client conference calls as required
• Assist with onsite housing desk needs and logistics
• Complete room block audits
• Provide client  reports to include strategic analysis and recommendations on pickup, pace and forecasting attrition
• Finalize contractual obligations completing close process and providing invoice within 30 days post-event.
• Other duties as assigned. 

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies

• Room Block Management
• Event Management
• Problem Solving/Analysis
• Business Acumen
• Strategic Thinking
• Customer Focus
• Strong Attention to Detail
• Communication Proficiency

Required Education and Experience 

• Minimum 3 years’ experience in Hotel Management / Room Block / Group Housing
• Experience in one of the following housing platforms preferred: Passkey, Resiada preferred
• Previous experience and demonstrated success managing multiple projects at one time
• Ability to communicate professionally and effectively in-person, via email and over      the phone
• Strong organizational and time management skills
• Ability to clearly communicate in a fast-paced environment
• Ability to work across organizations and lines of business

ConferenceDirect is an Equal Opportunity EmployerIt is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, age, ancestry, physical or mental disability, genetic information, marital status, or any other classification protected by applicable local, state or federal laws. This policy prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. This policy applies to all aspects of employment, including, but not limited to: hiring, job assignment, working conditions, compensation, promotion, benefits, scheduling, training, discipline and termination.