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Senior Conference Services Manager

Washington, DC, United States, Washington, United States

Senior Conference Services Manager

  • Washington, DC, United States
  • Sales & Marketing Division
  • Full time

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates or has underdevelopment over 34 hotels with more than 11,000 rooms in 24 countries in key business and leisure destinations.

The Hotel

Our award winning property, in the nation's capital, is situated on D.C.'s growing South West waterfront. Commanding monumental views, the property offers 400 guest rooms including 54 suites, extensive event space, and our Forbes Four Star Rated Spa at Mandarin Oriental. Mandarin Oriental, Washington D.C. welcomes individuals who are guest centered and are committed to making a difference every day; continually getting better to keep us the best. 

Strategic Intent

The incumbent will help Mandarin Oriental realize its vision of a World of Fans by discovering their clients’ goals and coordinating all aspects of group events in all segments as assigned by Director of Events. The incumbent will communicate all group related information to hotel colleagues in an accurate and timely manner to ensure a first-class guest experience.

Scope of Position

The Senior Conference Services Manager is responsible for executing the logistical details of group and catering contracts by reviewing turnover notes, consulting with the Hotel’s clients, communicating the customers’ directions to the Hotel’s operations teams, and overseeing the delivery of the event. At all times, the Senior Conference Services Manager maintains close, detailed communications with the client in both the planning and delivery phases.

Organizational Structure

Senior Conference Services Manager reports directly to the Director of Events.


Duties and Supporting Responsibilities

  • Support company's philosophy and company culture as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
  • Work closely with Group Sales, Catering Sales, Culinary, Banquets, Front Office, AVS, Security and Housekeeping teams regarding turnover and information.
  • Establish and maintain rapport with clients and vendors, prior to, during and post event, encouraging repeat business.
  • Organize Group Sales and Catering confirmed bookings from date of booking to departure, including meeting requirements, guest room requirements, guest room pickup, food & beverage, and audio visual.
  • Creatively maximize revenue potential for all events.
  • Utilize Delphi system for weekly reports, accurate blocking of events, groups, traces, and generation of BEOs and Resumes.
  • Generates Banquet Event Orders and Group Resumes and disseminate within acceptable time frame.
  • Obtain guarantees and payment for guest room and food and beverage functions within acceptable time frame.
  • Create function room diagrams for each event.
  • Communicate all group information/changes to existing information to appropriate hotel colleagues in an accurate and timely manner.
  • Audit banquet checks for assigned groups.
  • Remain available to hotel colleagues while on property and via hotel provided mobile phone.
  • Obtain necessary approvals/permits/insurance certificates for events.
  • Able to conduct hotel site inspections, entertain clients, as appropriate.
  • Visit all primary and secondary competition.
  • Contract business with approved vendors, as appropriate.
  • Follow all safety policies and communicate same to clients and guests.
  • Coordinate all aspects of events as assigned by Director of department to include but not limited to:
  • Food and beverage requirements
  • Timing of events
  • Audio visual requirements
  • Special attention guests
  • Room type allocation
  • Rooming list when applicable
  • Amenities
  • Function room setup
  • Group transportation when applicable
  • Type of check-in, check-out to include satellite check-in when applicable
  • Special meal requests
  • Arrival/departure manifests
  • Bag pulls when applicable
  • Luggage storage when applicable
  • Complimentary rooms
  • Billing instructions
  • Authorized signatures
  • Room deliveries
  • Telephone and internet requirements
  • Box storage and delivery
  • Power requirements
  • Security requirements
  • Key requirements
  • Expected F&B outlet usage
  • Group hospitality/office/registration desk requirements
  • Business center requirements
  • Entertainment
  • Leisure activities
  • Décor (to include floral) requirements
  • Refer business to approved suppliers of service/products, as necessary

Perform additional duties as assigned by Director of department to include but not limited to:

  • Participate/chair daily departmental meetings.
  • Participate/chair daily BEO meetings.
  • Attend daily communications meeting.
  • Chair pre-conference and post-conference meetings.

Success Profile for this Role

  • Ensures Accountability
  • Action oriented
  • Manages Ambiguity
  • Collaborates
  • Communicates Effectively
  • Manages Complexity
  • Manages Conflict
  • Courage
  • Customer Focus
  • Directs Work
  • Financial acumen
  • Interpersonal savvy
  • Persuades
  • Plans and Aligns
  • Being Resilient
  • Resourcefulness
  • Drives Results
  • Self-awareness
  • Builds Effective Teams
  • Instills Trust



    • Must have a minimum of 2+ years of experience in catering, conference services, or event management.
    • Bachelor's degree.
    • Excellent communication skills: fluency in English is required.
    • Ability to focus attention on guest needs, always remaining calm and courteous.
    • Must be willing and able to work a flexible schedule to accomplish all major. responsibilities and tasks; must be able to work early mornings, late nights, weekends & holidays.
    • Must be a self-motivator.
    • Must work in a safe, prudent and organized manner.
    • Must have mathematical skills, computer software aptitude and hotel operation knowledge.
    • Must have able to relate to all levels of colleagues and managers.
    • Must have the ability to handle multiple tasks at one time.
    • Must have superior organizational skills.


    • Knowledge of specific hospitality industry applications, specifically Delphi and HMS.
    • Previous experience in a luxury hotel or servicing events with an elevated aesthetic.
    • Experience managing C-Suite executive level special events in the corporate and association market segments.

    Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.

    Mandarin Oriental reserves the right to add, delete, change, or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice. 

    It is Company policy to comply with the Americans with Disabilities act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.

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