Conference and Program Manager; Residential & Hospitality Services

University Overview

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.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Conference and Program Manager; Residential & Hospitality Services

Job Profile Title

Associate Director B, Business and Finance, Hospitality

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 Description

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.

Qualificati