Conference Service Manager - The Ben Autograph Collection

At The Ben, West Palm Beach, every corner tells a story, and every connection creates opportunity. Inspired by the legacy of Byrd "Birdie" Dewey and her iconic Ben Trovato estate, our Autograph Collection hotel blends modern luxury with creativity, sophistication, and a spirit of individuality that feels Exactly Like Nothing Else.

Perched along the Intracoastal Waterway in the heart of downtown West Palm Beach, The Ben is more than a destination—it is a stage for unforgettable gatherings. From elegant waterfront weddings and executive meetings to celebratory galas and intimate social events, every occasion is thoughtfully designed to leave a lasting impression.

As a Conference Service Manager, you become the bridge between vision and execution. You partner with clients to understand what matters most, then orchestrate every detail with creativity, precision, and genuine hospitality. Working alongside culinary, banquet, front office, housekeeping, engineering, and sales teams, you bring people together to create experiences that are both seamless and deeply memorable.

At The Ben, event planning is more than coordinating timelines and Banquet Event Orders—it is about storytelling. Every menu selected, every room set, every personalized amenity, and every perfectly timed moment reflects our commitment to luxury, thoughtful service, and meaningful connections. Here, you don't simply execute events—you create experiences that guests and clients will remember long after the final toast.

Every successful event tells a story—one of thoughtful planning, flawless execution, and unforgettable moments. As the Conference Service Manager, you become the trusted partner who transforms a client's vision into an exceptional experience, guiding every detail from contract to farewell. 

This role is equal parts strategist, planner, and relationship builder. By collaborating with clients and coordinating seamlessly across every hotel department, you ensure meetings, conferences, weddings, and social events unfold effortlessly. Whether managing complex logistics, anticipating last-minute changes, or delivering personalized touches that exceed expectations, your leadership creates confidence for clients and unforgettable experiences for their guests. 

Success in this role is measured not only by flawless execution and operational excellence, but by the lasting relationships you build and the memorable moments you help create. Every event you coordinate contributes to the hotel's reputation as a destination where exceptional service and extraordinary experiences come together.

• Responsible for the management and planning of meetings/conventions and related activities.
• Attends Banquet Event Order (BEO) and staff meetings and perform as a team leader for all hotel department staff participating in the event delivery process.
• Achieve a minimum of 90% of productivity goals and 100% of activity goals, as established by management.
• Coordination of all group business as developed by the sales manager. Contact and appropriately follow-up on all signed/contracted business within 5 working days. Determination and coordination of all event planning needs.
• Maintain well documented, accurate, organized and up to date file management in order to serve client and the employer in the most expedient, organized and knowledgeable manner.
• Develop customer profiles and maintains an effective trace system including trace dates and references resulting in superior account service and increased revenues.
• Develops strong customer relationships through appropriate client communication and the use of professional, courteous and ethical interpersonal interaction.
• Follow up on all client needs and inquiries in an efficient and expedient manner.
• Focuses on revenue-generating activity and maximizes selling time through retaining accounts/clients, maximizing account yield opportunities and sales effectiveness.
• Detail, up-sell and detail the program with the client including; verification and modification of space requirements, audio-visual, times, equipment, menus, themes/decorations, etc. Prepare the appropriate resumes and paperwork to ensure quality service.
• Manage function details and related activities to ensure that program requirements are satisfied. Anticipate and handle customer complaints and/or problems to ensure quality product delivery, customer satisfaction and repeat business.
• Oversees all billing details for hotel groups to include processing of deposits, direct bill applications, credit card authorizations and coordination with accounting.
• Improve hotel convention services' products through; (a) participate in the development of new sales tools and systems, (b) participate in the analysis of the strengths and weakness of our competitions product, and (c) analysis, understanding, and satisfaction of our customers’ needs.
• Monitor and control individual client event budgets and details to maximize revenues and minimize expenses while ensuring delivery of a quality product.
• Attend and lead pre conference meetings as needed. Coordinate the pre-con between the client and hotel staff and review the details of the BEO with all parties.
• Close out all groups to include pickup in sales system (Delphi) and commission owed, including processing with accounting.

Education/Formal Training

More than two years of post high school education.

Experience

One to two full years of employment in a related position with this company or other organization(s).

Knowledge/Skills

• Requires a working knowledge of banquet/catering food and beverage services, policies or operations.
• Requires knowledge of computer equipment.
• Requires compiling facts and figures in accordance with established procedures.
• Supervisory skills needed.
• Communication skills required to provide information and associated services to hotel management and guests.
• Excellent hearing necessary for verbal interaction with guests and associates.
• Excellent vision necessary to view set-ups.
• Excellent speech communication skills required for verbal interaction with guests and associates.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting, pushing, pulling and carrying tables, chairs, boxes (50 lb. maximum) occasionally.
• Bending/kneeling required for taping down cords, skirting tables, picking up floor after function occasionally.
• Mobility - ability to service clients on a moment notice, variable distances.
• Continuous standing required for function observation, client site inspections (one hour minimum to four hours maximum). Climbing stairs of approximately 55 steps 3-5% of 10 hours daily.

Environment

Inside 95% of 8-10 hour day.  Outside 5% of 8-10 hour day. Temperatures - extreme summer heat of 95 degrees and above, and winter cold.

• Medical, dental, and vision insurance

• Health savings and flexible spending accounts

• Basic Life and AD&D insurance

• Unlimited paid time off, community service, and holidays

• 401(k) program with employer matching

• Employee Assistance Program

• Tuition reimbursement

• Hotel, restaurant, and lifestyle discounts

• Employee referral bonus program (up to $1,000 per referral)