Conference Services Manager

MERRITT HOSPITALITY LLC • Cleveland, OH • 2h ago

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 detail-from initial planning through on-site execution-is 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 vendors-including audiovisual, decor, and entertainment partners-to 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-r

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