Conference and Program Manager; Residential

Conference and Program Manager; Residential & Hospitality Services

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

Posted Job Title
Conference and Program Manager; Residential & Hospitality Services

Job Profile Title
Temporary Employee - Non-Exempt

Job Description Summary
The Conference and Program Manager in Hospitality Services (HS) at the University of Pennsylvania is responsible for developing and managing on-campus partner relationships to meet the needs of our customers through proactive customer service methods. This account manager position caters to external organizations and University of Pennsylvania clients hosting academic symposiums, conferences, events, sports, and youth groups, and other summer groups requiring lodging in residence halls. This role involves working outside of regular shifts, including weekends during peak activity periods from May to August, such as Summer Conferences, Summer Camp Season, and Move-in. The position reports to the General Manager of HS and collaborates closely with the Assistant General Manager, Finance, and other HS team members to achieve departmental financial goals and ensure product and service excellence.

Job Description

Responsibilities

• Research and keep current on the latest trends in our targeted client base.
  
• Master knowledge of allocated program delivery spaces: Anticipate and troubleshoot challenges related to a high-quality seamless program delivery experience, policies, personnel, and departments, which can impact HS and their ability to provide for conferences and events.
  
• Continually evaluate the delivery of services, ensuring the highest quality of customer service.
  
• Work with the supervisor to establish, implement, and evaluate regular satisfaction surveys. Coordinate resources and information, compile and organize statistics for the department concerning satisfaction surveys.
  
• Responsible for the management of the assessment observable outcome processes and follow-up for all programs.
  
• Work closely with the AGM HS to ensure that information needed to effectively deliver programs is received in a timely and accurate manner.
  
• Meet frequently with HS staff and financial team to work together to improve services to clients and each other.
  
• In support of HS's commitment to provide excellent customer service, engage in creative thinking, and be responsible for taking on projects alone or with others.
  
• Prepare to effectively hand off low-touch, long-term clients to Co-Op/intern to assist in their growth and development as industry professionals before graduating.
  
• Implement a comprehensive package that provides one-stop services including event services, registration services, housing, and other University partners.
  
• Communicate the service delivery needs expected of each of our clients to all of our partners on campus. Developing expectations for each department is required.
  
• Manage, mentor, and coach interns helping them to gain a better understanding of the hospitality industry and meet the needs of clients.
  
• With GM, HS develops presentations and estimates events through consultation with partners.
  
• Responsible for not only web registration as it pertains to event business but also the stand-alone business growth area for HS.
  
• Identify and cultivate a listing of all associations that have an affiliation on campus as a means to increase association conference business on the campus.
  
• Direct production of professionally designed marketing materials, name badges, programs, signage, etc. to meet client needs.
  
• May spearhead additional HS projects in areas including customer service, telemarketing, client acquisition, etc.
  
• Attend trade shows, and meetings and participate in various professional organizations.
  
• Represent HS at University events and Philadelphia; maintain public relations with organizations that can impact HS growth.
  
• On-sight manager for events/programs, ambassador for clients, ensuring details are defined and the client receives quality service.
  

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 3-5 years of experience in conference and event management or a related field or equivalent combination of education and experience.
• Master's degree preferred.
• Ability to provide superior customer service.
  
• Evidence of strong relationship management skills.
  
• Experience in a university/academic setting highly regarded.
  
• Demonstrated experience with program development and delivery.
  
• Excellent oral, written, and interpersonal communication skills.
  
• Demonstrated ability to work as a team member to manage multiple projects simultaneously and to work independently.
  
• Availability and willingness to work alternative work schedule, including during summer and evenings/weekends as the client program requires.
  

About Residential & Hospitality Services

The Department of Residential and Hospitality Services provides essential 24/7 services for the University of Pennsylvania. Thus, as a member of this dynamic organization, you will be expected to work outside of your regular shift i.e. weekends during peak activity periods May-August (e.g.: Summer Conferences, Summer Camp Season & Move-in) or when normal campus operations are suspended (e.g.: inclement weather). To the extent possible, managers will provide timely notice of modified work schedules.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Residential and Hospitality Services

Pay Range
$7.25 - $28.00 Hourly Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.


To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Sansom-West/Conference-and-Program-Manager--Residential---Hospitality-Services_JR00094919



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