Conference Service Manager

The Shelborne Miami Beach is an iconic Art Deco destination reimagined for a new generation. Rooted in Miami Beach history and energized by contemporary culture, the property is designed to be a social anchor for locals, travelers, hotel guests, and members alike. Our nightlife venues — including the Lobby Bar and the intimate Little Torch cocktail lounge — are intended to be lived-in, magnetic, and culturally relevant, not programmed from a distance.

Art, fashion, wellness, and music are central to Miami’s cultural identity and core to The Shelborne’s point of view.

• Conference & Event Planning & Coordination:
  • Serve as the primary point of contact for conference and meeting clients, guiding them through the planning process and ensuring their needs are met from initial inquiry to post-event follow-up.
  • Coordinate the logistics of conferences, meetings, and events, including group room block management, catering, A/V requirements, transportation, and any special requests.
  • Develop detailed event timelines, floor plans, and schedules, ensuring smooth coordination and execution throughout the entire duration. This also includes executing pre and post cons.
  • Responsible for BEO creation and management
  • Understanding the hotels commercial contracts and ensuring clients meet their deliverables
  • Work closely with clients to understand their objectives and customize conference packages and services to fit their needs and budget.
• Customer Service & Client Relationship Management:
  • Build and maintain strong, positive relationships with conference organizers, ensuring clear and continuous communication throughout the planning process.
  • Provide professional and timely updates to clients regarding the status of their event, addressing questions, requests, and concerns promptly.
  • Proactively anticipate client needs and ensure that expectations are consistently exceeded.
  • Resolve client issues or concerns during the planning or execution phase quickly and professionally to ensure satisfaction.
• On-Site Event Management & Execution:
  • Oversee the on-site execution of conference services, ensuring all details are implemented as planned.
  • Supervise event staff and coordinate with internal teams (housekeeping, catering, A/V, security) to ensure timely and high-quality service delivery.
  • Ensure proper setup of conference rooms and event spaces, including room configurations, equipment placement, signage, and decor.
  • Serve as the on-site point of contact for clients and staff, managing any issues that arise and ensuring smooth event operations.
  • Monitor event activities to ensure all timelines are adhered to and that the event flows seamlessly.
• Coordinate with external vendors (e.g., catering, A/V providers, decorators) to ensure the successful delivery of services for the conference or meeting.
• Manage vendor contracts, monitor performance, and troubleshoot any vendor-related issues on the day of the event.
• Maintain a list of preferred vendors and ensure high-quality service delivery that aligns with company standards.
• Budget & Financial Management:
  • Develop and manage event budgets, ensuring that all costs stay within budgetary guidelines while delivering excellent service.
  • Track and manage event expenses, ensuring timely billing and payment processes.
  • Work with clients to ensure event billing is accurate and all financial aspects are properly addressed, including invoicing for additional services or upgrades.
• Assist the sales team in converting small event only leads into confirmed bookings, providing detailed event proposals and accurate quotes.
• Upsell additional services and amenities, such as enhanced catering options, A/V equipment, and room upgrades to maximize event revenue.
• Post-Event Follow-Up & Client Satisfaction:
  • Follow up with clients after the event to gather feedback, assess their level of satisfaction, and ensure all expectations were met.
  • Address any post-event concerns or issues promptly and professionally, ensuring the highest level of client retention.
  • Collect and analyze client feedback to identify areas for improvement and implement necessary changes to improve service quality.