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.

Essential Job Duties and Responsibilities

• 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.
• Vendor & Supplier Coordination:
  
  • 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.
• Sales Support & Event Promotion:
  
  • 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.

Education and/or Experience

• Bachelor's degree in hospitality management, event planning, business administration, or a related field preferred.
• 2+ years of experience in conference services, event management, or a similar role within the hospitality industry.
• Strong experience with conferences, corporate meetings, and large-scale events.
• Proficiency in event management software (e.g., Delphi, Infor HMS) and Microsoft Office Suite (Word, Excel, PowerPoint).

Skills/Specialized Knowledge

• Knowledge of Infor HMS and Delphi
• Excellent organizational and time-management skills, with the ability to manage multiple events and priorities simultaneously.
• Strong communication skills, with the ability to interact effectively with clients, vendors, and internal teams.
• Strong problem-solving abilities and the capacity to manage multiple details while maintaining a calm and professional demeanor under pressure.
• High attention to detail, particularly in the execution of event logistics and maintaining accuracy in event documentation.

• Ability to work in a fast-paced, high-energy environment and manage multiple tasks and deadlines simultaneously.

• Knowledge of budgeting and financial management within the context of event planning.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.

Physical Demands

• Ability to stand and walk for extended periods during events.
• Ability to lift and carry light to moderate items (up to 25 pounds), such as décor, materials, or event supplies.
• Flexibility to work on evenings, weekends, and holidays as needed, depending on event schedules.

Why Join Proper Hospitality

At Proper, we build experiences that move people - and that begins with the team behind them. As a best-in-class employer, we're committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.

Everything we do is grounded in the belief that hospitality is more than a profession - it's an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).

We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.

Our Commitment: Building the Best Place to Work

Our Best Place to Work initiative is a living commitment - a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.

At Proper, joining the team means more than finding a job - it means joining a community that believes in building beautiful experiences together, for our guests and for one another.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.