Conference Services Manager

About Us Come join our winning hospitality team, we invite you to be part of Cleveland's future! The Westin Cleveland is a stunning 484 room hotel located in the heart of downtown Cleveland, around the corner from the Rock and Roll Hall of Fame, Great Lakes Science Center and Cleveland Convention Center. For sports lovers, the Huntington Bank Field and Rocket Mortgage Field House Arena are less than a mile away. This beautiful property features refined spaces highlighting dynamic works from local artists adding a touch of class and sophistication to our hotel lobby. Here at The Westin Cleveland, we are looking for individuals who have a passion for outstanding service and creating memorable experiences for our guests to visit us again and again! Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply. Overview The Conference Services Manager (CSM) at The Westin Cleveland Downtown is responsible for the planning, coordination, and flawless execution of group meetings and events. Serving as the primary liaison once an event is contracted, the CSM ensures every detailfrom initial planning through on-site executionis delivered with precision, creativity, and an elevated level of service that exceeds client expectations and reflects the Westin brand promise. This role works collaboratively with Sales, Banquets, Culinary, and Operations teams to create exceptional guest experiences while driving client satisfaction, repeat business, and revenue optimization. Essential Duties & Responsibilities Event Planning & Client Experience Serve as the primary point of contact for group and meeting planners, managing all logistical aspects of events from turnover to post-event follow-up. Drive exceptional meeting planner satisfaction by proactively identifying opportunities to exceed expectations and improve evaluation scores. Conduct professional site inspections and client presentations, confidently showcasing hotel capabilities and event spaces. Develop long-term client relationships and actively support the re-booking of repeat business. Collaborate with clients to design creative, innovative event concepts, including room set-ups, menus, and unique function enhancements. Service Excellence & Execution Prepare, review, and distribute accurate and detailed Banquet Event Orders (BEOs), ensuring seamless communication across all operating departments. Provide overall direction, coordination, and on-site leadership during events to ensure flawless execution. Partner closely with the Banquets and Culinary teams to anticipate needs, evaluate alternatives, and resolve challenges in real time. Work with outside vendorsincluding audiovisual, décor, and entertainment partnersto ensure high-quality service delivery and client satisfaction. Oversee audiovisual services as a profit center, including equipment coordination and operational knowledge. Financial & Revenue Management Optimize room rental charges and event-related revenue while maintaining guest satisfaction. Monitor group room blocks and pickup, ensuring accurate forecasting and communication with Revenue and Front Office teams. Work closely with the Culinary team, including the Executive Chef, to develop creative menus while ensuring accurate pricing and cost control. Collaboration & Industry Engagement Maintain strong knowledge of hotel features, services, and competitive market positioning. Actively participate in industry-related organizations such as NACE and MPI to stay current on trends and best practices. Utilize CITY, Microsoft Word, and Excel to manage event details, reporting, and client documentation. Operational Excellence Ensure compliance with attendance policies and maintain flexibility to work a schedule that supports business needs. Perform additional job-related duties as assigned to support hotel operations and guest satisfaction. Qualifications & Skills Prior hospitality experience required, with specific experience in catering sales or conference services strongly preferred. Minimum of one year of experience in the hospitality industry; experience at a similar size and quality hotel preferred. Strong knowledge of hotel operations, including banquet service, culinary coordination, revenue management, and event logistics. Proficiency in Microsoft Office. Working Knowledge of CITY preferred. Demonstrated sales, negotiation, and closing skills, with a service-focused mindset. Ability to manage multiple events simultaneously while meeting deadlines and maintaining attention to detail. Strong verbal and written communication skills with the ability to adapt communication style for clients, peers, and leadership. Proven ability to work effectively under pressure in a fast-paced, deadline-driven environment. Compensation Salary Range: $55,000.00 - $65,000.00 Annually Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Welcome to HEI Hotels and Resorts' Career Page. We invite you to explore the current job openings that our company has to offer and to apply for any positions that are of interest to you. Don't see any current openings that align with your interests? Join our talent community to stay in touch with HEI and receive job alerts for opportunities that may be a match for you. Recognizing that our success starts and ends with our associates under our pioneering culture of HEI Loves, we invest in and develop the most passionate and talented people in our industry. We show our love to our associates by providing market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities, and job-appropriate assets and resources. Were always looking for associates who share our passion for hospitality. With a variety of world-class brands in our portfolio, hotel locations throughout the United States, and an unparalleled suite of tools, technology, and training, were able to provide our associates with a truly unique opportunity to grow and build their future. Find the career that aligns with your goals by beginning your online search today. Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.