Meeting and Conference Centre Team Lead

Conference Floor Operations & Client Experience

Norton Rose Fulbright Canada LLP is seeking a Meeting & Conference Centre Team Lead to join our Toronto office. Reporting to the Manager, Office Services & Facilities, this role is responsible for overseeing the daily operation of the firm's conference floor, catering and hospitality services, and reception function. The successful candidate will lead a team responsible for delivering an exceptional and consistent experience for clients, visitors, lawyers, partners, and business services professionals.

This role requires a hands‑on leader who thrives in a fast‑paced environment, demonstrates strong operational discipline, and is committed to service excellence.

• Lead the day‑to‑day operation of the conference floor, ensuring meeting rooms, boardrooms, and client‑facing spaces are maintained to the highest standards.
• Oversee planning and execution of internal and external meetings, including room set‑up, catering, audio‑visual requirements (in coordination with the AV team), hospitality services, and room turnover.
• Act as the primary point of coordination for conference floor operations, proactively managing scheduling conflicts, service issues, and last‑minute requests.
• Partner with lawyers, assistants, facilities, AV, and other stakeholders to ensure a seamless meeting and client experience.
• Establish and maintain operating procedures and service standards that reflect a premium professional services environment.

• Lead, coach, schedule and develop the catering and conference services team while fostering a culture of accountability, professionalism, and exceptional client service, including assessing operational capacity and coordinating temporary or external staffing resources during team absences, peak service periods, and special events.
• Ensure catering, food and beverage service, meeting support, inventory management, and hospitality services are delivered consistently and to a high standard.
• Manage vendor relationships, monitor service quality, and oversee hospitality‑related invoices and expenses, including responsibility for purchase orders, invoice reconciliation, procurement activities, budget tracking, and vendor payment coordination.
• Establish, implement, and monitor service standards to ensure consistent execution and the highest levels of cleanliness, health and safety, organization, and presentation across all client‑facing and service areas.
• Support planning and delivery of client events, receptions, and firm functions as required, including recurring hospitality programs, employee engagement initiatives, and special events.

• Oversee reception and front‑of‑house operations, ensuring a welcoming, professional, and seamless experience for all clients and visitors.
• Ensure appropriate reception coverage and provide leadership support during peak periods, absences, and high‑profile meetings.
• Establish and reinforce front‑of‑house service standards, visitor management protocols, and escalation procedures.
• Serve as the escalation point for client‑facing service issues and identify opportunities to continuously enhance the visitor experience.
• Ensure reception and conference services operate as an integrated team to deliver exceptional service across all client touchpoints, while coordinating closely with lawyers, legal assistants, facilities, AV, vendors, and other business services teams.

• 5+ years of experience in conference services, hospitality, catering, reception, or client‑facing operations within a professional services, hospitality, or corporate environment.
• Previous leadership experience with responsibility for coaching, scheduling, training, and performance management.
• Experience working in a law firm, professional services firm, private club, luxury hotel, or similar high‑service environment is strongly preferred.
• Strong organizational, communication, and stakeholder management skills.
• Demonstrated ability to manage multiple priorities while maintaining exceptional attention to detail and service standards.
• Experience overseeing vendors, budgets,…