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Reports to: Mark Stohlman
Date Job Description was Completed or Updated: November 8, 2019
Provides direction, leadership and management of the Conference Center at NC Biotechnology Center including its facilities, front desk, guest services, kitchen, and meeting planner functions.
Determines the Conference Center objectives and business model, strategically aligns resources with the objectives and business model, ensures the Conference Center successfully attains the business and program needs of clients, builds team and client loyalty. Establishes, implements and manages the policies and procedures of the Conference Center.
Hire, train, direct, mentor, discipline, review, supervise and inspire members of the Conference Center team, including:
Guest Services Associate
External Conference Center consultants
Responsible for business development of Conference Center; markets the Conference Center to businesses, corporations, universities, and organizations. Seeks and establishes new ways to optimize Conference Center operations to increase services offered and client satisfaction. Consults with clients to define meeting objectives; determines meeting and function space requirements; negotiates, prepares and reviews contracts with clients and vendors. Shares client feedback with Conference Center team. Applauds successes and, when necessary, recommends changes to procedures and operations to improve level of client satisfaction. Develops and nurtures client relationships that result in repeat business and referrals. Monitors trends in the conference center industry.
Leads and manages the Conference Center team, establishes goals and priorities, creates work schedules, recommends and evaluates training, resolves interpersonal and technical problems, reviews team work and the work of team members, creates opportunities for team members to “raise their profile,” fosters an environment of open and direct communication, mentors team members, creates and implements strategies that result in a highly trained, energized and engaged, high-performance team focused on client satisfaction.
Establishes the Conference Center’s long range business goals, develops a business plan to support those goals; establishes, implements and manages the policies and procedures of the Conference Center; ensures that Conference Center services are of exceptional quality and cost-justified; reviews, provides input to, and approves Conference Center Annual Budget for submission to Vice President, Finance; facilitates supply requisitions; participates in vendor selection process and manages vendor relationships; reviews and approves vendor invoices; manages team schedules, overtime and contractor billable hours; runs EMS reports.
Go-to person for conference center/client/vendor problem resolution; cross-trained to work at the guest services desk, assist in the kitchen, help with set-ups and tear downs, perform basic AV functions; represents the Conference Center on a variety of North Carolina Biotechnology Center committees.
Performs related duties as required.
Knowledge, Skills and Abilities
Leadership and supervisory skills; excellent interpersonal, communication, and organizational skills; ability to work independently; ability to prioritize and handle multiple tasks; detail oriented; ability to identify and safeguard confidential information.
Considerable knowledge of general business practices and procedures including extensive knowledge of principles, practices and trends in conference center and hospitality industries.
Considerable knowledge of Conference Center client base including the biotechnology community, local government, businesses and universities.
Extensive skill in the area of customer relations, with the ability to develop effective working relationships with leaders and organizations to strengthen the Conference Center’s presence in the community.
Proficient in Microsoft Office Suite, EMS, and social media. Familiar with ServSafe food handling and safety standards. CPR certification and first-aid training.
Minimum Education and Experience Required
Bachelor’s Degree from an accredited college or university, and a minimum of four years of progressively responsible experience in an events venue or a conference center setting including business development, personnel administration and business administration. Demonstrated strength in the management of financial and human resources to accomplish a broad and challenging array of tasks with limited resources. Seven years of progressively responsible experience preferred.
* Work is performed under general supervision and is evaluated through conferences, observation, completed work results, and formal performance evaluations.
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.
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