Conference and Events Manager

Convene; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Convene, a global hospitality company, is seeking a Conference & Events Manager for their Operations team in London. This role involves leading the Operations and Conference Services Teams to ensure exceptional client care and operational excellence. The ideal candidate will have experience in managing profitable venues and a strong focus on client satisfaction.

Benefits

Employee Assistance Program

25 days annual leave plus bank holidays

Interest-free loans

Professional Development opportunities

Volunteer opportunities

Qualifications

• Experience in managing profitable venues and teams.
• Understanding and managing Client Service and Conference Service departments.
• Maintaining excellent client relations.

Responsibilities

• Manage Operations and Conference Services Teams.
• Ensure high standards of customer service and operational efficiency.
• Handle client feedback and complaints professionally.

Skills

Client management

Leadership

Operational management

Job description

Please note: candidate must currently reside in the UK and be able to work in the UK without sponsorship.

We’re seeking a Conference & Events Manager to join our Operations team. This role delivers the highest standards of client care through effective leadership of Events, Conference Services, Cleaning, and Maintenance Teams.

What You’ll Do:

Operations:

• Responsibility for the Operations Team and Conference Services Team in all aspects of their departments’ operations.
• Manage the external cleaning contract with monthly reviews and consistent monitoring.
• Oversee and drive the yearly, monthly, and unplanned maintenance requirements through the central team, conference services team, and external contractors.
• Ensure that each department maintains high standards of delivery and customer service according to company policies.
• Monitor and review Front of House operations systems, implementing improvements as needed.
• Review relevant Risk Assessments, including fire, HACCP, and COSHH, as required.

Personnel:

• Manage directly the Operations and Conference Services Teams, overseeing staff rotas within budget.
• Conduct twice-yearly appraisals and provide training and development plans.
• Ensure team compliance with HR procedures and statutory health and safety training.
• Develop good working relationships with the Central team and ensure effective communication across all FOH departments and the wider venue.

Client Care:

• Achieve the highest levels of customer service within all operational teams.
• Monitor and record client feedback, acting on negative feedback with improvement plans.
• Handle complaints professionally and offer appropriate compensation.
• Aim for a 90% Venue Verdict customer feedback score and a 9-10 Net Promoter Score.
• Align FOH targets with overall business objectives and ensure effective stock control and invoicing systems are in place.

General:

• Participate in staff briefings, company meetings, and training.
• Work weekends and evenings on a rota basis.
• Familiarize with other venue departments and staff roles.

What We Look For:

• Experience in managing profitable venues and teams.

Operational management: Understanding and managing Client Service and Conference Service departments.

Client management: Maintaining excellent client relations.

Leadership: Building and maintaining a high-performing team.

Who We Are:

Convene is a global hospitality company managing a portfolio of lifestyle brands focused on revolutionizing meetings, work, and gatherings. We create unique hospitality experiences across various brands, including venues, meeting rooms, and flexible office spaces, with a focus on fostering human connection. Our portfolio includes nearly 40 locations worldwide, including the US and UK.

• Employee Assistance Program: Well-being support and personal advice.

Time Off and Work-Life Balance: 25 days annual leave plus bank holidays, sick pay.

Financial Support and Benefits: Interest-free loans, bicycle purchase schemes.

Professional Development: Ongoing training and recognition programs.

Community and Impact: Volunteer opportunities and community initiatives.

Convene is committed to diversity and inclusion. We are an Equal Opportunity Employer welcoming applicants from all backgrounds.

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