"Conference and Program Manager; Residential & Hospitality Services"

Job Description Summary

The University of Pennsylvania's Hospitality Services team is seeking a strategic and service-driven Conference and Program Manager to lead the planning and execution of on-campus conferences, academic symposiums, youth programs, and summer lodging operations. This role is responsible for managing client relationships, coordinating cross-functional service delivery, and ensuring a seamless guest experience aligned with the University's standards of excellence.

This position reports to the Associate Director of Sales & Marketing and plays a key role in achieving departmental financial goals and operational success. The role requires flexibility to work evenings and weekends during peak periods (May-August).

Job Responsibilities:

Client Relationship Management

• Serve as the primary point of contact for external and internal clients hosting events on campus.
• Build and maintain strong relationships with university departments and external partners to deliver integrated hospitality solutions.
• Communicate service expectations and delivery standards to all stakeholders.

Program & Event Execution

• Lead end-to-end planning and execution of conferences and programs, including housing, registration, and event logistics.
• Act as on-site manager during events to ensure quality assurance and client satisfaction.
• Develop and implement one-stop service packages in collaboration with university partners.

Operational Excellence

• Monitor and evaluate service delivery to ensure continuous improvement and adherence to quality standards.
• Conduct satisfaction surveys and analyze feedback to inform service enhancements.
• Collaborate with finance and operations teams to align on budgets, billing, and service metrics.

Team Leadership & Development

• Mentor and coach interns and co-op students, providing hands-on experience in hospitality operations.
• Delegate appropriate client accounts to interns to support their professional growth.

Strategic Initiatives

• Research industry trends and identify opportunities to expand conference business, particularly with associations affiliated with the University.
• Lead marketing efforts including the production of promotional materials, signage, and event collateral.
• Represent Hospitality Services at trade shows, university events, and professional organizations.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• 2-3 years of experience in conference and event management or a related field.
• Demonstrated ability to manage multiple projects and deliver exceptional customer service.
• Strong interpersonal, written, and verbal communication skills.
• Experience in a university or academic setting is highly desirable.
• Availability to work a flexible schedule, including evenings and weekends during peak seasons.
• Familiarity with sustainable practices; LEED or similar certification is a plus.

The Department of Residential and Hospitality Services provides essential 24/7 services for the University of Pennsylvania. Thus, as a member of this dynamic organization, you will be expected to work outside of your regular shift i.e. weekends during peak activity periods May through August (e.g.: Summer Conferences, Summer Camp Season & Move-in) or when normal campus operations are suspended (e.g.: inclement weather). To the extent possible, managers will provide timely notice of modified work schedules.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Residential and Hospitality Services

Pay Range

$64,500.00 - $70,000.00 Annual Rate