Attendee Management Specialist

Summary

The Attendee Management Specialist excels at providing unparalleled customer service to meeting attendees, while also ensuring we meet or exceed our client’s goals. The position manages the attendee experience, communicating directly with attendees to ensure a seamless registration process, and with the client to ensure all of their needs are met. The position requires excellence in managing deadlines and making quality decisions for complex meetings and events. The position takes the lead role for all registration and attendee reporting to ensure a smooth logistical process.

Job Details

Job Code

500073; Grade C1

Business or Function

Meetings Events

FLSA Classification

Non-Exempt

Revision Date

September 2016

Supervisor of People

No

Main Responsibilities

1. Responsible for all aspects of attendee management including overall attendee satisfaction.

2. Provides unparalleled consultative customer service and the customer experience to meeting owners and attendees.

3. Coordinates and supports meeting with meticulous attention to detail according to corporate standards.

4. Provides solutions and actions for attendee logistical requests and changes.

5. Ownership and communication of attendee registration, reporting and surveys.

6. Partners with and supports the Meeting Planner throughout the planning process.

7. Responsible for providing accurate and timely reports to all vendors as required including Hotel, Air, DMC, AV, etc.

8. Manages attendee communications including save-the-dates, invitations, confirmations, pre-conference materials, etc.

9. Provides attendee summaries and reports to clients including escalating approvals as needed.

10. Proactively escalates potential client or program issues for timely resolution.

11. Meets and exceeds client service level agreements in regards to relative functions.

12. Constantly identifies and strives for continuous improvement of ME processes, procedures and tools.

13. Travels on-site for assigned programs as requested.

14. Complies with ME technology usage as required (Cvent).

15. Completes time tracking as requested by management.

16. Performs other duties as assigned.

Qualifications

Education

College diploma or degree in travel and tourism or related field.

Experience

Minimum of 2 years experience in a customer service related field. Minimum of 2 years experience in Cvent/Starcite or any registration database preferred.

License or Certification

Knowledge

Knowledge of a registration tool (i.e. Cvent, Starcite, SignUp4) is required. Knowledge and/or experience with Cvent is preferred.

Skills

Strong computer proficiency in Microsoft office suite, with excellent Excel skills. Excellent customer service. Strong communications skills, verbal and written. Advanced level or fluency in French Canadian or Spanish is preferred.

Abilities

Ability to remain calm and composed under stressful situations. Strong multi-tasker who works well under pressure. Ability to travel to programs as needed. Comfortable working with deadlines and timelines.

An equivalent combination of education and experience may be considered.

Special Working Conditions and Physical Demands

Occasional travel may be required. Primarily works in an office environment using a computer for much of the day.