Onsite Conference Center Lead, Client Experience

Sago; New York (NY); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with employer match

Paid time off and holidays

Amazing culture

Job summary

Sago in New York City is seeking a Conference Center Manager to oversee daily facility operations, staff leadership, and exceptional on-site client service. This 100% in-person role reports to the Facility Director and focuses on delivering seamless hospitality, coordination with vendors, and accurate project support for market research initiatives.

Qualifications include a high school diploma, at least 2 years of hospitality and 2 years of management experience, strong client focus, and

Qualifications

• High school diploma or equivalent.
• At least 2 years of hospitality experience.
• Minimum 2 years of management experience.
• Strong client-focused mindset with a commitment to delivering exceptional service.
• Demonstrated leadership abilities with experience guiding and motivating teams.
• Proficient in Microsoft Office and comfortable using computer-based systems.

Responsibilities

• Foster positive onsite experiences to drive return business.
• Serve as a dedicated on-site concierge in the local Facility, fostering a welcoming atmosphere and delivering outstanding customer service.
• Proactively identify and promptly address any signs of client dissatisfaction or a potential decline in trust, fostering a positive and responsive approach to client concerns.
• Lead Team of Facility Supervisor(s), Site Supervisor(s), and Client Service Representatives (CSR).
• Supervise staff to ensure the highest level of client and respondent satisfaction.
• Work with Facility Director (FD) in the training and development of employees.
• Assist FD in providing continuous feedback and career coaching.
• Supports FD in annual formal employee evaluations/performance reviews for full-time and part-time staff.
• Oversee the execution of hospitality and administrative functions within the facility, ensuring seamless management and efficient operation.
• Coordinate with outside vendors to ensure timely delivery of client needs to a high standard.
• Assist in basic IT/AV issues and report problems to the AV/IT Department.
• Provide secondary support to Project Managers with in-house project client services and client feedback.
• Maintain the facility and collaborate with property management and approved vendors.
• Review all project materials at project kick off to understand the scope.
• Attend kick-off calls with clients.
• Engage in thorough communication with clients ahead of research initiatives, to ensure all needs are collected for projects.
• Follow all set facility project execution protocols including paperwork, client welcome and staff briefings.
• Ensure client food service and day of requests are fully addressed.
• Assure all participant compensation is processed and reports are accurate.
• Assist in the preparation and/or review of invoice requests, ensuring accuracy and complete all necessary aspects of project close out.
• Perform any or all CSR duties when appropriate and necessary.
• Schedule participants in internal platform systems for room rentals.
• Other duties as assigned.

Skills

Leadership

Client-focused

Staff management

Customer service

Decision-making

Problem-solving

Communication

Professional demeanor

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Sago in New York City is seeking a Conference Center Manager to oversee daily facility operations, staff leadership, and exceptional on-site client service. This 100% in-person role reports to the Facility Director and focuses on delivering seamless hospitality, coordination with vendors, and accurate project support for market research initiatives.

Qualifications include a high school diploma, at least 2 years of hospitality and 2 years of management experience, strong client focus, and