Job Description

The Registration Manager is responsible for communicating with program attendees and managing the overall success of the attendee experience. This role is critical in supporting multiple elements of pre-planning, execution, and post-program responsibilities while partnering with the internal team. Additionally, the RM collaborates with the client, supplier partners, and internal team members related to each program. 

Client:

• Understand client/attendee interests, issues, expectations, and priorities
• Adheres to Creative Group policies regarding appropriate and professional client/attendee interaction
• Participates and consults during client discovery meetings and collaborates with the Program Manager and Web Project Specialist to translate specific client needs into registration requirements
• Actively participates in ongoing client planning calls by contributing to registration discussions

Registration Operations:

• Manages registration database to maintain data integrity
• Produces and maintains reports and manifests as needed, with an understanding of how this data affects the program integrity
• Collaborates closely with Program Manager and other internal team members to ensure data is continually aligned with program needs
• Works in partnership with internal departments to manage program deliverables pertaining to Web Project Specialist website build and Travel Services airline ticketing
• Partners with Project/Program Manager to provide personalized print materials based on registration data
• Manages on-site attendee experience if on-site for program execution
• Interacts directly with attendees on program-related inquiries contributing to the overall positive attendee experience
• Acts as main contact for hotel room requirements and manages all aspects of hotel room block including attrition deadlines, special requests, etc.
• Creates timelines for tasks specific to registration in collaboration with the Program Manager
• Ensures quality, synchronicity, and on-time delivery of all program deliverables

Financial Management:

• Is able to interpret and manage contract terms related to aspects of the program design (i.e. transportation, attrition, activities, etc.)
• Works in tandem with the Program Manager on budget and scoping management as it pertains to registration
• Reconciles final hotel room invoice and any other suppliers worked with directly
• Understands labor hours as it relates to program profitability

Leadership:

• Be a sought-after partner by building trust with clients, attendees, internal team, and external partners
• Leads internal registration teams
• Leads, guides, and consults internal partners on discussions related to registration
• Strives to develop process efficiencies
• Builds strong working relationships with internal and external team members
• Seeks opportunities for growth and development
• May onboard new hires to ensure that standard SOPs are followed
• Seek feedback, absorb, and act in the spirit of continuous personal development
• Gathers, shares, and applies learnings for continuous process improvement
• Can adapt and work successfully with any client, partner, and program

MINIMUM REQUIREMENTS/QUALIFICATIONS:

• Bachelor's degree in hospitality, Business, or a related field, or a combination of education and experience is required
• Minimum of 2 years of experience in data management/customer service is required, or relatable experience
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Knowledgeable in Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools
• Proficient in database management tools

Qualifications

• Bachelor's degree in Hospitality, Business, or a related field, or a combination of education and experience is required
• Minimum of 2 years of experience in data management/customer service is required, or relatable experience
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Knowledgeable in Microsoft Teams, SharePoint, One Drive, Zoom and other collaboration tools
• Proficient in database management tools
• Models behavior that reflects our organization’s Vision and Core Beliefs
• Must possess excellent interpersonal skills to be able to work cross-functionally, develop strong and positive internal and external relationships with the client, deliver superior customer service derived from a spirit to help and serve others, and help onboard others
• Models a positive, solution-based approach and is flexible and open to change to be adaptable to clients, partners, and teams
• Must possess self-awareness to understand own strengths and areas of opportunities, and how their behavior/words affect others
• Must be able to work autonomously, while thriving in a team environment
• Must possess strong verbal and written communication skills to convey and express thoughts and ideas and to write emails with a professional tone
• Must be organized to be able to manage multiple projects and tasks, in various phases, simultaneously, and prioritize deadlines
• Must possess analytical skills to apply efficiencies and streamline processes
• Must take initiative, be resourceful, and be able to work independently with clients
• Must be an active and discerning listener to identify participants’ needs
• Must be able to maintain client confidentiality