Conference Service Manager - The Ben Hotel

Why us?

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 executive meetings and corporate conferences to elegant celebrations and private 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, Banquets, Front Office, Housekeeping, Engineering, and Sales, you bring people together to create experiences that are both seamless and 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. https://www.thebenwestpalm.com/

Job Overview

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 hotel departments, you ensure meetings, conferences, and group 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 memorable 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.

Responsibilities

• Serve as the primary point of contact for clients following contract execution, guiding every aspect of event planning through successful completion.
• Build and maintain strong client relationships through professional, courteous, and personalized communication, anticipating needs and ensuring exceptional service throughout the planning process.
• Coordinate all contracted group business transferred by the Sales Manager, contacting clients within five working days of contract execution to establish event planning requirements, timelines, and expectations.
• Plan, coordinate, and execute meetings, conferences, and group events while ensuring every detail aligns with client expectations and hotel standards.
• Attend Banquet Event Order (BEO) and staff meetings, serving as a team leader for all hotel departments involved in the event delivery process to ensure seamless communication, coordination, and execution.
• Lead pre-conference meetings and collaborate with hotel departments to communicate event requirements, operational priorities, and service expectations.
• Prepare and manage Banquet Event Orders (BEOs), group resumes, rooming lists, VIP amenities, and all event documentation with accuracy and attention to detail.
• Coordinate event logistics, including meeting space, guest rooms, food and beverage, audiovisual requirements, décor, transportation, billing, and special requests.
• Conduct site visits, planning meetings, and regular client communications to ensure alignment and confidence throughout the planning process.
• Maintain accurate, organized, and up-to-date client files, event documentation, contracts, and correspondence to ensure efficient operations and exceptional client service.
• Develop and maintain detailed customer profiles and an effective follow-up trace system, including key dates, client preferences, and account references, to strengthen relationships, enhance service, and identify revenue opportunities.
• Proactively identify opportunities to enhance the guest experience through creative solutions, personalized service, and strategic upselling.
• Monitor event budgets, billing, deposits, direct bill applications, credit authorizations, and final account reconciliation in partnership with the Accounting department.
• Manage multiple events simultaneously while maintaining exceptional organization, prioritization, and responsiveness.
• Resolve challenges and service recovery opportunities with professionalism, urgency, and a guest-first mindset.
• Maintain accurate client records, customer profiles, follow-up traces, and event documentation within Delphi and other hotel systems.
• Collaborate with the Sales team to ensure a seamless transition from booking through event execution and post-event follow-up.
• Participate in departmental meetings, BEO meetings, and continuous improvement initiatives to enhance operational efficiency and guest satisfaction.
• Meet or exceed established productivity, activity, and revenue goals.
• Successfully close out all group business, including pickup reporting, commission processing, event reconciliation, and final documentation.

Qualifications

Education/Formal Training

More than two years of post high school education.

Experience

One to two years of experience in a related position within a luxury hotel or upscale hospitality environment.

Knowledge/Skills

• Requires a working knowledge of banquet/catering food and beverage services, policies or operations.
• Requires knowledge of CITY & Microsoft Office.
• 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 10 hour day.  Outside 5% of 10 hour day. Temperatures - extreme summer heat of 95 degrees and above, and winter cold.

Benefits

The Ben Hotel and Sage Hospitality offer eligible associates a comprehensive benefits package that supports well-being, growth, and travel.

• Medical, dental, and vision insurance

• Health savings and flexible spending account options

• 401(k) retirement savings plan

• Paid leave through Sage’s Independence Plan for eligible salaried associates

• Marriott travel discounts

• Sage Hospitality hotel and restaurant discounts

• Employee assistance program

• Career development and advancement opportunities within Sage Hospitality and Marriott

Benefits are subject to eligibility requirements and plan terms.