Director of Conference Service

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Hyatt Regency Times Square is perfectly located in the heart of Times Square excitement, situated directly on Broadway between 48th and 49th Streets. This iconic, ultra-modern, full-service hotel is surrounded by Broadway theaters and close to world-famous shopping and sightseeing. The hotel has 795 modern, newly renovated guestrooms.

The Director of Conference Services is responsible for overseeing the planning, coordination, and execution of all meetings, conferences, corporate events, and social functions at the hotel. This position serves as the primary liaison between clients and hotel operations, ensuring that every event is executed seamlessly and delivers an exceptional guest experience.

The Director of Conference Services leads the Conference Services team, manages client relationships, drives operational excellence, and works collaboratively with hotel departments to maximize guest satisfaction, operational efficiency, and event profitability.

Provide leadership, direction, and supervision to the Conference Services team.

• Recruit, train, develop, and evaluate Conference Services managers and coordinators.

• Establish departmental goals, performance expectations, and service standards.

• Conduct regular departmental meetings and individual coaching sessions.

• Foster a culture of accountability, teamwork, professionalism, and exceptional service.

• Ensure appropriate staffing and scheduling based on business levels and event requirements.

• Serve as the primary point of contact for clients following the transition from the Sales Department.

• Develop strong relationships with clients to understand their event objectives and expectations.

• Oversee the planning and coordination of meetings, conferences, banquets, and special events.

• Review and approve Banquet Event Orders (BEOs), event specifications, room setups, audiovisual requirements, food and beverage arrangements, and special requests.

• Conduct client planning meetings, pre-convention meetings, and property tours.

• Ensure all client requests and contractual commitments are communicated accurately to operating departments.

• Proactively identify potential challenges and develop solutions before events take place.

• Oversee the successful execution of all contracted meetings and events.

• Ensure event spaces are properly set up, maintained, and presented according to client specifications.

• Coordinate with Banquets, Culinary, Front Office, Housekeeping, Engineering, Security, and Audio-Visual teams.

• Conduct regular inspections of meeting rooms and event spaces.

• Monitor events to ensure service standards and client expectations are consistently met.

• Personally oversee high-profile events, VIP functions, and major conferences when necessary.

• Address and resolve operational issues promptly and professionally.

• Monitor conference and event revenue, departmental expenses, and profitability.

• Ensure events are delivered within established budgets and contractual commitments.

• Identify opportunities to increase revenue through additional food and beverage services, audiovisual offerings, room rentals, and upgraded event experiences.

• Review event billing and ensure accurate charges are reflected on final invoices.

• Partner with Sales and Finance to review event forecasts, revenue projections, and financial performance.

• Manage departmental payroll and labor expenses in accordance with business demands.

• Maintain strong communication with Sales, Banquets, Culinary, Front Office, Housekeeping, Engineering, Finance, and other hotel departments.

• Lead weekly event review and operations meetings.

• Ensure accurate and timely distribution of BEOs, resumes, and event updates.

• Communicate changes in event requirements to all affected departments.

• Work closely with the Director of Sales and Marketing to ensure a smooth transition from the sales process to event execution.

• Maintain the highest standards of guest service and hospitality.

• Monitor client satisfaction throughout the planning and execution process.

• Solicit client feedback and conduct post-event follow-up.

• Resolve guest complaints and service recovery situations.

• Review client satisfaction surveys and identify opportunities for improvement.

• Ensure compliance with hotel brand standards, policies, and operating procedures.

• Maintain accurate event files, client correspondence, and planning documentation.

• Oversee the use of the hotel's event management and catering systems.

• Ensure timely completion of event documentation and post-event reporting.

• Monitor departmental productivity and identify opportunities to improve processes.

• Ensure compliance with health, safety, sanitation, and security requirements.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

• Minimum of 5 years of hotel conference services, catering, or event management experience.

• Previous management or leadership experience required.

• Experience in a full-service hotel or convention hotel environment preferred.

• Strong understanding of banquet operations, food and beverage service, and hotel revenue management.

• Experience with hotel property management and event management systems.

• Strong financial, organizational, and administrative skills.

• Exceptional leadership and team development skills.

• Outstanding written and verbal communication.

• Strong client relationship and customer service abilities.

• Excellent organizational and multitasking skills.

• Ability to manage multiple events and competing priorities.

• Strong problem-solving, decision-making, and conflict-resolution skills.

• Financial awareness and understanding of event profitability.

• Ability to work flexible schedules, including evenings, weekends, and holidays as business requires.

• Ability to remain composed and effective in a fast-paced, high-pressure environment.

Highgate offers the following benefits package for this position:

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

Please click here for additional benefit details for the states of Washington, Colorado, and California.

This job opening was posted on 10/28/2026 and will remain open for at least 75 days.