Conference and Program Manager; Residential & Hospitality Services

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The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

Posted Job Title

Conference and Program Manager; Residential & Hospitality Services

Job Profile Title

Temporary Employee - Non-Exempt

Job Description Summary

The Conference and Program Manager in Hospitality Services (HS) at the University of Pennsylvania is responsible for developing and managing on-campus partner relationships to meet the needs of our customers through proactive customer service methods. This account manager position caters to external organizations and University of Pennsylvania clients hosting academic symposiums, conferences, events, sports, and youth groups, and other summer groups requiring lodging in residence halls. This role involves working outside of regular shifts, including weekends during peak activity periods from May to August, such as Summer Conferences, Summer Camp Season, and Move-in. The position reports to the General Manager of HS and collaborates closely with the Assistant General Manager, Finance, and other HS team members to achieve departmental financial goals and ensure product and service excellence.

Job Description

Responsibilities

• Research and keep current on the latest trends in our targeted client base.

• Master knowledge of allocated program delivery spaces: Anticipate and troubleshoot challenges related to a high-quality seamless program delivery experience, policies, personnel, and departments, which can impact HS and their ability to provide for conferences and events.

• Continually evaluate the delivery of services, ensuring the highest quality of customer service.

• Work with the supervisor to establish, implement, and evaluate regular satisfaction surveys. Coordinate resources and information, compile and organize statistics for the department concerning satisfaction surveys.

• Responsible for the management of the assessment observable outcome processes and follow-up for all programs.

• Work closely with the AGM  HS to ensure that information needed to effectively deliver programs is received in a timely and accurate manner.

• Meet frequently with HS staff and financial team to work together to improve services to clients and each other.

• In support of HS's commitment to provide excellent customer service, engage in creative thinking, and be responsible for t