Coordinator, Conference Operations

The Coordinator, Conference Operations is responsible for coordinating Conference Floor activities. This is a highly visible role and acts as the main point of contact for the Floor, which is the primary destination for hosting clients and visitors. The Coordinator, Conference Operations is responsible for maintaining service standards for the Floor in terms of client service, capacity management and optimization, hospitality, logistics, AV set up and other areas that support client and internal meetings and events, under the direction of the Director, Conference Operations. 

This position reports directly to the Director, Conference Operations. The role currently has no direct reports and works collaboratively with key stakeholders and with the direction of the National Director, the Director, Conference Operations and business leads.

The incumbent is responsible for supporting internal clients from the perspective of supporting the Firm’s brand, client service and operational objectives including the implementation of best practices.

Key Responsibilities:

The primary responsibilities for the role include:

• Supports meetings, event service and third party events as client primary contact on the Conference Floor, working in collaboration with Conference Operations, Reception, Facilities, Audio Visual, Catering, and Events. 

• Oversees meeting and event planning, completes room set up and breakdown within Firm standards and in a timely manner, checks resource requirements, and ensures that client expectations are met for catering, AV and premises requests. 

• Restocks boardroom inventory on the Conference Floor and Practice Floors.. 

• Tracks the daily and weekly meeting and events pipeline for the Floor including coordination of space usage, capacity management, and hospitality and AV logistics, and liaising closely with Boardroom Bookings on the planning, scheduling, trouble-shooting and risk management for all meetings and events. 

• Provides Boardroom Booking, events, usage and tracking reports.

• Assists where appropriate with audio visual and staging solutions, room configurations and Catering set up as required working closely with the Director, Conference Operations and business lead (Events or other). 

• Provides tours of the Conference Floor to internal and external parties, explains the space including capacities, configurations and limitations.

• Communicates all boardroom changes in “real time” with Facilities, Catering, and AV technicians and makes adjustments according to meeting and operational requirements.

• Suggests solutions to scheduling conflicts for meetings on the Conference Floor as well as Practice Floors and is responsive to customer complaints when they arise.

• Trouble-shoots service related issues on the Floor including AV, Catering, and Facilities issues. Works with the respective business lead to resolve the issue.

• Works collaboratively with members of Catering, Audio Visual, Facilities, Events, and Reception & Boardroom Bookings to support the needs of internal and external individuals and groups planning a meeting or event on the Conference Floor.

• Adheres to service standards for the Conference Floor. “Lives and breathes” the service standards and inspires co-workers to do so.

• Regularly liaises with Firm members regarding meeting and event service needs, maintains service presence during internal meetings and events. 

• Carries out any other responsibilities that may be assigned by the Director, Conference Operations, including providing support to the conference operations team as required.

Key Competencies Required:

• A college diploma in hospitality, marketing, business, communications, or event management is an asset. 

• Minimum of 3 to 4 years of experience working in a similar role in a corporate environment. 

• Energetic and passionate about client service and service standards related to meetings and events.

• Strong verbal and written communications skills and superior interpersonal skills including ability to handle sensitive situations; organizational and time management skills.

• Independent self-starter, ability to work in a high pressure environment with multiple, concurrent deadlines as part of a fast-paced team.

• Good judgment, decision making and problem solving skills.

• Proficient with technology, including MS Office, Rendezvous or other similar MRM platform.

• Exceptional eye for detail and quality control. 

• Ability to operate or to learn all formats of AV equipment and provide expertise and guidance to the client.

• A team player with excellent judgment, resourcefulness, flexibility and creativity.

• Availability to work overtime or flexible hours, including evenings and weekends, when necessary.

• Ability to regularly lift and push objects up to 30 lbs