Attendee Manager

Roles & Responsibilities

A culture of purpose Where will your BCD M&E career take you?

As perfectionists, artists, strategic thinkers and leaders in the industry, we believe culture is defined by its people. We are looking for exceptional people who rise to our standards while bringing their unique perspective to the table. Are you interested in adding to both our mission and our energy? If so, we want to hear from you

Attendee Manager

We are looking for an Attendee Manager to join our dynamic team. In this client facing role, you will plan smaller meetings and optimize online registration process and strategies. We are looking for a confident and effective collaborator, communicator and who thrives in a high paced, multi-project environment. You will work on all types of in-person and virtual events.

In addition to planning smaller events you will also assist other meeting planners by managing the attendees for large customer facing events as well as Executive Team hosted conferences, meetings and programs of 200 – 5000+ attendees in size. Travel as well as out of normal business hours working will be required, supporting some of our clients’ events.

Your Responsibilities

Core Responsibility 1 Planning

• Serve as primary customer contact with full ownership and management of the program logistics
• Work with client to finalize details with regard to attendee registration, rooming list, food & beverage, meal guarantees, meeting space, room set, audio/visual, production and special needs
• Prepare and maintain up-to-date meeting budget
• Focus on cost savings initiatives, track and document cost savings
• Maintain meeting technology tools with current meeting information
• Manage room blocks to ensure registration does not exceed availability or fall below minimums
• Partner with the Web Developer on registration website technology to manage invites, registration records, waitlists and email communications as needed.
• Manage meeting specifications document with current meeting information
• Conduct vendor search, proposal process and contract negotiations for hotels, venues and ancillary vendors (off-site events, ground transfers, activities)
• Attend regularly scheduled planning calls with customers and vendors
• Provide customers with professional and complete meeting documentation in advance of event for execution on-site including; meeting specs, attendee reports, BEOs, ancillary contracts, and other necessary documentation.
• Maintain contact with vendors during the execution of events to ensure all deliverables and timelines are met
• Fully reconcile final invoices and submit requests for payment within payment guidelines
• Finalize meeting budget with actual spend, cost savings and payment/accrual information
• Participate as needed in operational site visits
• Proactively add value through consultation to the client regarding best practices and additional ways to make their event successful
• Understand and effectively communicate client meeting policies to clients
• Understand client brand guidelines and ensure all communications are in compliance
• Conduct post-event debrief calls to discuss outcome, positive feedback and challenges

Core Responsibility 2 Attendee Management

• Responsible for leading all aspects of registration management on the assigned program
• Serve as liaison/consultant between attendees, the meeting planner and the client
• In collaboration with the Meeting Planner conduct reviews and tests of the registration website and provide feedback and edits
• Prepare for and participate in scheduled weekly internal team and client meetings providing statistics and progress in assigned area
• Facilitate the PO and payment process, providing meeting budget review/reconciliation and auditing supplier invoices
• Prepare final billing according to client policies and internal procedures
• Reconcile and verify hotel bills and other supplier invoices for accuracy by comparing information to contractual terms
• Resolve any discrepancies with suppliers and Meeting Planners
• Document all information on final bills for data consolidation
• Process payments for invoices in a timely manner through Eved
• Recognize issues and escalate to appropriate team members and participate in the troubleshooting process
• Oversee discrepancy resolution with other program leads, colleagues, client and/or attendees
• Handle enquiries & questions ensuring complete customer service and Service Level Agreements are maintained
• Prepare for and lead internal registration briefing for teammates supporting you on a project; ensure they are kept informed of pertinent information through the life of the program
• Establish and maintain deliverables timeline and proactively manage internal and external client expectations
• Follow all Standard Operating Procedures (SOPs)
• Daily attendee management functions include
• Preparation – includes but not limited to collaborating with Meeting Planner on the creation of the website, consulting with internal and external customer on reporting needs, set up necessary reports, review hotel contract(s) and room block(s)
• Monitor attendee registration process and update internal/external clients and suppliers, as needed
• Accountable for hotel block management of contracted hotel(s) (work with hotel reservations, stay abreast of block pick up, track billing notes, deliver final rooming list to hotel)
• Manage activities/ breakouts to ensure registration does not exceed availability or fall below minimums
• Distribute attendee electronic communications
• Participate in the development of and adhere to a reporting and deliverables timeline for each assigned event; Can includes daily, weekly, adhoc and final reports (i.e. Registrant Counts and reports, Activity/ Breakout counts and Rosters, Name Badge files, Onsite Change Reports)
• As needed – Act as overall lead to client on Registration Only programs (no BCD M&E Meeting Planner assigned)

Core Responsibility 3 Client/Account Management

• Maintain the highest level of quality, professionalism and integrity when working with client, colleagues and suppliers
• Serve as day-to-day support to the other project leads through program operation by providing account leadership to internal support team by giving clear, consistent, and on-target direction
• Work with support team to provide overall management of the project/program to ensure consistency in product, delivery, follow through, quality, commitment to timelines and provide high level problem resolution
• Must be able to work effectively and efficiently with both internal support teams and external client teams
• Must be an advocate for the internal support team and BCD Meetings & Events to the client at all times
• Participate in internal pre-program briefings, weekly internal and client meetings and post-program debriefings, including client briefing and debriefings

You're good at

• Managing multiple priorities and being adaptable. You have exceptional problem-solving skills, are calm under pressure.
• Cvent, Microsoft Office Suite (particularly Excel), Apple iOS
• Effective time management and communication
• Being collaborative, big picture and inclusive problem solving
• Paying attention to details and are highly organized
• Being proactive and anticipating next steps or potential set backs
• Providing superior customer service. You go above and beyond and understand the importance in ensuring event attendees have the best experience possible.

You might also have

• Cvent or Cvent Flex hands on registration and reporting experience
• Degree in Hospitality or related program
• Fresh graduates are welcome to apply. It is important to have a good attitude and an appetite to learn

What We Offer You

• A culture of purpose where we are invested in your happiness and career growth
• Competitive salary and benefits package

How To Apply

Click apply now to be considered.

Get to know us

BCD Meetings & Events are experts at creating experiences that connect organizations with the people that matter most. With 1,900 passionate people servicing clients in 60+ countries around the world, we offer services across event design, brand experience, meetings management, production and content, venue search and sports travel and hospitality. For more information, visit www.bcdme.com. BCD Meetings & Events is a division of BCD Travel Group.

This position is not open to third-party recruiting agencies.

Tell employers what skills you have

iOS
Consolidation
Customer Contact
Auditing
Service Level
Planner
Adaptable
Audiovisual Production
Pressure
Attention to Details
Time Management
Advocate
Web Developer
Venue Search
Hospitality

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