Convention Services Manager | Hotel Du Pont | Wilmington, DE

Position Overview

HOTEL DU PONT is seeking an experienced, detail-oriented Conference Services Manager to join our Sales & Marketing team.

This position is responsible for the planning, coordination, and successful servicing of contracted group business, including corporate meetings, conferences, association programs, sports teams, and other group events, ranging from intimate executive meetings to large-scale conferences and complex, multi-day programs.

The ideal candidate is highly organized, proactive, revenue-conscious, and passionate about hospitality, with the ability to manage complex programs, anticipate client needs, and collaborate effectively across hotel departments.

Key Responsibilities

Group Planning & Coordination

- Serve as the primary client contact for assigned groups from Sales turnover through program completion, ensuring contractual commitments and client expectations are met.

- Review contracts and coordinate all program requirements, including guestrooms, rooming lists, meeting space, food and beverage, audiovisual needs, transportation, VIP arrangements, and special requests.

- Prepare and distribute accurate Banquet Event Orders (BEOs), group resumes, event diagrams, timelines, and other planning documentation within established deadlines.

- Conduct client planning meetings, site visits, pre-conference meetings, and internal BEO and group resume reviews.

- Communicate program requirements and changes clearly and promptly to all relevant hotel departments, ensuring proper coordination and operational readiness.

- Coordinate group-related logistics, including equipment deliveries, storage, vendor access, and special setup requirements, in collaboration with the appropriate hotel departments.

- Maintain an effective trace and follow-up system, proactively managing client deadlines, outstanding details, and internal deliverables to ensure programs are fully detailed and operational teams have adequate preparation time.

On-Site Group Servicing

- Partner with the Executive Chef, restaurant and banquet teams, and other hotel departments to ensure group programs and events are thoughtfully planned, operationally sound, and successfully executed.

- Conduct pre-event walkthroughs to verify meeting room setups, equipment, signage, and other program requirements.

- Maintain an appropriate on-site presence during key group activities, serving as the primary client liaison and supporting a seamless guest experience.

- Proactively address client requests, last-minute changes, and service challenges, making sound decisions that balance client satisfaction with operational capabilities and financial considerations.

- Communicate significant issues, client concerns, or changes affecting the program promptly to the Director of Conference Services, originating Sales Manager, and appropriate hotel leadership.

Financial Management & Revenue Optimization

- Maximize revenue opportunities through proactive upselling of food and beverage, meeting enhancements, audiovisual services, and other hotel offerings.

- Monitor contractual commitments, including food and beverage minimums, room block requirements, concessions, and other financial obligations.

- Coordinate with the team to support appropriate utilization of meeting space, room blocks, and other hotel resources.

- Document changes to contracted programs, secure client approval for additional charges or services, and ensure all revisions are accurately communicated to the appropriate departments.

- Coordinate deposits, billing instructions, master accounts, and final billing arrangements in collaboration with Accounting and operational departments.

- Review banquet checks, event charges, and supporting documentation to ensure billing accuracy, appropriate revenue capture, and timely resolution of discrepancies.

- Maintain accurate event revenue information and communicate potential revenue shortfalls or financial exposure to the Director of Conference Services and Sales team.

Client Relations & Administration

- Build and maintain strong client relationships through responsive communication, personalized service, and proactive problem-solving.

- Maintain complete and accurate group records, planning details, client preferences, and financial information in the hotel's sales and catering system.

- Conduct post-event follow-up, gather feedback, and communicate potential repeat business or new opportunities to the Sales team.

- Maintain thorough knowledge of hotel facilities, meeting space capacities, food and beverage offerings, and operational capabilities.

- Participate in departmental meetings, training, and initiatives to improve service standards, communication, and operational efficiency.

- Assist with the planning and coordination of internal hotel events, special programs, and public-facing activations as needed.

- Perform additional duties and responsibilities as assigned.

Qualifications & Experience

- Minimum 3 years of experience in conference services or group event management within a full-service hotel; luxury hotel experience strongly preferred.

- Experience managing corporate meetings, large-scale conferences, and complex multi-day programs involving multiple meeting spaces, concurrent functions, and guestroom accommodations.

- Strong working knowledge of BEOs, group resumes, room block management, event operations, and hotel billing procedures.

- Experience with Delphi or comparable hotel sales and catering systems, event diagramming software, Opera, and Microsoft Office.

- Excellent organizational, communication, and interpersonal skills, with exceptional attention to detail and the ability to manage multiple programs simultaneously.

- Strong financial awareness, including revenue optimization, contractual commitments, and billing accuracy.

- Ability to work independently, exercise sound judgment, anticipate needs, adapt to changing priorities, and resolve challenges calmly and professionally.

- Collaborative, service-oriented approach with a commitment to delivering exceptional guest experiences while maintaining the highest standards of professionalism, confidentiality, and discretion.

- Flexibility to work early mornings, evenings, weekends, and holidays as business needs require.