TITLE: Meeting Services Coordinator, Experiences

STATUS: Full Time - Non- Exempt

LEVEL: Coordinator

DIRECT SUPERVISOR: Senior Event Manager, Experiences

POSITION DESCRIPTION SUMMARY:

This position plays a key role on the events team and is responsible for delivering exceptional experiences and services to traveling teams within the College. Travelers are internal staff and their teams, learners participating in educational conferences and volunteers attending meetings. In this role you will work alongside your events, experience, and engagement team members to define, distinguish, prioritize and support event travel-related systems and processes to ensure events with travelers are well-informed and that individual travel plans are well-executed.

Our culture harnesses the spirit of collaboration and communication, therefore, the individual in this role must work with varying teams that are both internal and external to the department such as membership, content, and governance as well as thoroughly with vendor partners such as ground and air transportation, event management systems and hotels.

DUTIES & RESPONSIBILITIES:

Pre-Event

• In accordance with contractual guidelines this position outlines travel-related deadlines such as housing and concessions for review and approval by their supervisor.
• Collaborate with appropriate team members to obtain travel lists for the creation of pre-event travel manifests.
• Create and utilize travel communications tools to announce travel requirements, policies, and procedures.
• Utilize event management systems (housing reservations, event registration management, travel/airfare sites and systems) to build travel portfolio.
• Develop for review and approval by supervisor and coordinate pre- and post-event email communications.
• Evaluate and make recommendations for improvement to travel processes including vendor management.
• Collaborate with appropriate areas to create and provide an event guide/brief with pre-trip specifications to the event’s traveling team and stakeholders.
• Ensuring that event managers complete the billing form for their event in the travel system.
• Point of escalation for all customer service travel related tickets.

Event Planning

• Coordinate travel requirements to include events team, venues and vendors and travel systems to ensure travelers’ requests and needs are executed.
• Collaborate with appropriate areas to consolidate the information and create travel manifests with key, confidential details (such as emergency contacts, food allergies and accessibility needs), and share with authorized event partners (internal and external).
• Serve as liaison between Sr. Event Manager, Experience and travel partners as the super-user for all systems and processes including sandbox improvements and new technologies.
• Arrange travel and coordinate with the events team on lodging, F&B, transportation, and off-site dining.
• Monitor and track appropriate invoicing and coding for bill breakdowns and event reconciliation.
• Serve as the resource to staff and volunteer travel needs for one-off events and ancillary meetings
• Create the per-destination travel guide and manage FAQ’s and “know before you go” details.
• Work with internal and external tech support to execute all event travel requirements (including customer experience team, CVB partners, travel partners).
• Work with the event team to create and update timelines in Asana.
• Work with the event team to create location design maps and seating arrangements/floorplans.

En-Route

• Maintain travel manifests for assigned events including site visits, staff and volunteer travel during meetings and conferences.
• Monitor flight cancellation and hotel oversold status to ensure traveler’s arrival, departure, and housing.
• Flexible scheduled hours required when events are taking place (early morning, late night. and/or weekend).
• Collaborate with Sr. Event Manager, Experience to create a back-up on-call schedule to be shared with other team members including event planners, other travel related team members or customer experience support team.
• Track Maintain all traveler’s transportation, emergency contacts, food allergies, restaurant reservations, and other event information.
• Point of escalation for all customer service travel related tickets.

Post Event

• Collaboration with the accounting team to ensure that all event travel expenses are charged to the correct billing accounts.
• Point of escalation for all customer service travel related tickets.
• Administer post-meeting survey and event data (Net Promoter Scores, How’d We Do), track pain points and provide results to the team lead.
• Archive event travel manifests and details along with event specification guides with conjunction with event planning team.

Other

• Ensure that individual event details are communicated accurately and efficiently.
• Work independently to organize data, provide easily understandable reports, and confidently explain minute details.
• Maintain high standards under pressure.
• Take personal responsibility and accountability for their work.
• Travel to the annual meeting is required for this role, up to 10 % additional travel is optional and could include evenings/overnight and weekends.

QUALIFICATIONS:

• BA/BS, or associate degree plus two (2) years’ experience in a related field, or more than five (5) years’ experience with no post-secondary degree.
• The flexibility to work early, mornings, evenings and weekends during event travel periods
• Exceptional attention to detail
• Excellent writing and presentation skills; ability to convey information concisely and accurately in email, Microsoft Office programs to a variety of stakeholders.
• Professional proficiency with Microsoft Office programs including PowerPoint, Outlook, and Word is required. Web browsing proficiency is also required.
• Intermediate-level proficiency in Microsoft Excel (Formulas, pivot tables, etc), is required.
• Experience in using platforms including Cvent, Trello, Zoom, Asana, and SocialTables, is a plus.
• Experience in hotel reservations; is a plus
• Experience in hotel or catering Food & Beverage services, is a plus
• Event planning experience, is a plus
• Ability to adapt quickly to changing objectives.
• Excellent problem solving and conflict management skills
• Ability to lift 10-20 pounds during events (i.e. supply boxes, furnishings), when necessary.

About American College of Rheumatology

With nearly 8,500 physicians, health professionals, researchers, medical students, and scientists worldwide, the American College of Rheumatology (ACR) is the home of the rheumatology community. The ACR is a values-based organization, and as such focuses on the cultural values of transparency, accountability, collaboration, community, inclusion, and innovation across all interactions within and across departments, with members and volunteers, and external organizations with whom we work. We believe culture, communication and collaboration leads to excellence and allows our employees to fully flourish.

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