Responsibilities

• Leads in the development and implementation of process improvement strategies and initiatives
• Takes an in-depth look to identify processes to be streamlined
• Oversees ongoing quality checks on team members’ meetings
• Shadows team members on meetings to ensure consistency
• Coaches team members
• Assigns meetings to team members as required by Manager
• Troubleshoots and manages escalations and issue resolution
• Manages and updates meeting templates, communications, and reports
• Documents training materials and processes
• Identifies and leads ongoing team re-fresher trainings
• Troubleshoots and reports registration system issues on behalf of the team.
• Co-leads the testing, documentation and team training for new registration processes and enhancements, along with US Senior Registration team members
• Trains new Registration team members and meeting planners
• Supports Registration Manager with registration related projects and often takes a lead role in the project management.
• Attends pre-planning calls with assigned Registration Specialists, Meeting Planners and clients for complex meeting builds
• Delivers exceptional client service with a consultative, solutions-oriented approach
• Collaborates with meeting planners and sponsors to understand the meeting objectives and related registration requirements to effectively build registration site with appropriate logic and questions
• Provides insight and recommendations on the development and design of registration sites to meeting planners and sponsors
• Resolves issues for invitees and addresses complex issues and questions related to the registration site.  (customer service – housing, program or technical questions)
• Strict adherence to registration process and brand standards
• Creates and delivers registration reports in accordance with the established schedule and develops custom meeting specific and ad-hoc reports as requested. 
• Frequent interaction and communication with firm leadership and external clients through meeting registration
• Responsible for maintaining data integrity
• Initiate regular updates and ensure leaders are well-informed of daily operations, talent-related matters and any issues with service levels or delivery
• Own reoccurring team meetings discussions, address relevant topics, bring a point of view and ensure transparent communication across team
• special projects as designated by MES leadership

•      Has an active role in the day to day management and development of the team based in USI

•      Conducts check-in’s and actively manages performance of the team along with Manager

Collaboration:

• Regular interaction with MES Meeting Plannings and US Registration Managers and external clients through event registration and coordination
• Collaborate with other Service Lines: Meeting Planning, DU Westlake, DU India, etc

Qualifications

• Bachelor’s degree required. Preferably in hospitality, hotel management, business, or related field.
• Over 5 years of related experience, preferably in events, technology, project management and hospitality industry
• Relationship Management: Ability to build relationships and trust quickly with US and regional leadership and stakeholders
• Excellent communication skills (written and oral) with a consultative style
• Solutions & results oriented
• Ability to work in teams and individually, on multiple projects simultaneously, and under deadlines
• Ability to excel while working independently
• Strong working knowledge of Word, Excel, Powerpoint, Outlook. Teams
• Ability to work extended hours as required
• Ability to handle high volume workload and fast pace
• Project management – ability to understand scope, create timelines, and deliver on time
• Excellent customer service
• Technical savviness and comfort working in new, robust systems
• Accessibility outside of business hours to troubleshoot issues and challenges.
• Ability to work independently and be held accountable for meeting client and project deadlines
• Specialized knowledge in registration applications or hotel room management preferred; not required.

Measurement of Performance

• Manager and Peer Reviews
• Performance snapshots and frequent check-ins
• Team performance and development
• Event Sponsor feedback
• Accuracy and timeliness of data in meeting management systems