Conference Services Manager

Concord Hospitality is a renowned hospitality company dedicated to providing exceptional accommodation and service through a network of managed hotels across North America. We are committed to quality, integrity, community, profitability, and fun, which form the cornerstone of our operational philosophy. Concord Hospitality is recognized for its associate-first culture, investing heavily in training and development programs at all career stages. The company fosters an environment that encourages personal and professional growth, emphasizing work-life balance and diversity within the workplace. This strategic focus has established Concord as a preferred employer in the hospitality industry, one that celebrates and rewards the dedication and hard work of its associates. Concord Hospitality is well known for high standards of customer service, quality accommodations, and a vibrant culture that resonates with both staff and guests alike.

The Customer Service Manager (CSM) role at Concord Hospitality is an engaging and multifaceted position designed for the hospitality professional who thrives in dynamic environments and values delivering high-caliber client experiences. This role requires a commitment to providing the highest levels of customer service not only to external clients but also to internal partners, contributing to the seamless execution of events from planning through to completion. The CSM acts as the primary liaison for event planners and attendees, aiming to cultivate repeat and referral business through impeccable service and attention to detail.

The position demands excellent communication skills and the ability to respond promptly and professionally to all stakeholders via multiple channels. Exceptional organizational skills are essential, as the CSM is responsible for managing numerous event components such as room blocks, meeting spaces, billing, and contract management, while ensuring compliance with hotel policies and brand standards. Participation in internal meetings, client site visits, and other preparatory sessions supports vigorous coordination and collaboration within the team and across departments.

Proficiency in digital sales and management systems like Delphi, CI/TY, and PMS is required to support the hotel’s revenue strategies and performance goals. The CSM must also demonstrate flexibility and adaptability by working varying shifts and locations, sometimes attending events outside typical hours to ensure customer satisfaction and event success. Independence and initiative are encouraged, with the CSM often operating autonomously or as a team leader to drive results aligned with the company’s mission and objectives.

Concord Hospitality provides a comprehensive benefits package for full-time associates, including medical, dental, and vision insurance plans, life insurance, disability options, 401K plans, tuition assistance, and discounted hotel room rates. This role offers excellent career advancement opportunities supported by ongoing training and a supportive work environment that promotes diversity and inclusion. The company culture is both inclusive and vibrant, reinforcing Concord’s position as a great place to work for all associates, where the national company spirit is felt in the motto "We Are Concord!"