Seasonal Event Registration Manager

POSITION DESCRIPTION
The Event Registration Manager (ERM) works together with the Event Manager to facilitate event experiences, focusing specifically on the participant's experience including the attendee journey, data management, housing and financial reconciliation. The ERM provides clients with critical reporting including financial revenue reconciliation and financial oversight regarding hotel block attrition. The ERM is responsible for registration vendor management (data management platforms, badge printing, mobile applications) and owning the relationship with hotel reservations/rooming agents and all suppliers that they work with.
ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS
Manage Attendee Experience and Data:

• Manage all participant correspondence, answering questions professionally and resolving issues in a client centric, prompt and courteous manner.

• Ensure the integrity and accuracy of the data for all program reporting such as:

1. Hotel/Cruise rooming list
2. Missing/Extra/Overlapping nights exception report
3. No nights/Unconfirmed nights exception report
4. Arrival/Departure lists
5. Name badge lists
6. Participant lists
7. Event/Activity lists
8. Meeting sign-ups
9. Custom reports
10. Post program meeting notes
11. Hotel reconciliation

• Collaborate, coordinate and partner with the Print Center, Mail Room, and Graphic Designer to ensure all final mailing materials are prepared and ready in a timely manner. Lead the final mailing process with accuracy and recruit help where needed.

• Coordinate on-site registration needs in conjunction with IT/Operations while managing the on-site registration process.

• Assemble and maintain client history files. Provide final registration reporting to client as requested.

M anage Client and Team Communication:

• Consistently communicate with clients, Event Managers and other account team members with program updates and to ensure the successful capture of participant data.

• Manage all changes and communicate those effectively to the internal team update the internal and client team on participant changes, requests and challenges.

• Communicate recommendations to improve efficiencies and the overall participant experience. Attend and participate in team meetings such as Travel Director meetings, turn meetings, event management kick-off meetings, weekly client meetings, weekly team meetings, 30/60/90 day meetings and post program meetings.

• Collaborate with Air Operation Program Managers to ensure air schedules match hotel schedules and handle any joint customer service requests.

• Act at the subject matter expert when communicating with the Customer Service Center and handle all assigned tasks, always keeping the participant's satisfaction first. Serve as the key subject matter expert for participant questions.

• Communicate with excellence while ensuring all procedures are followed properly and tailored to the client's specific program details. Properly utilize all training forms and procedures designed to enhance program operation and communication.

• Provide Destination Management Company (DMC) with necessary program information such as: arrival and departure manifest, attendee special requests/needs and activity counts and manage all changes.

• Compile post-program notes/recommendations on how to improve processes, customer service experience, etc. in order to build and improve future programs.
• Confer whenever necessary with Registration Supervisor to review workload, challenges/solutions, proactive ways to enhance products and service offerings, progress made on leadership projects/initiatives, communication opportunities, training or other topics.

• Have a willingness to travel on programs when deemed necessary.

Onsite Expectations:

• Provide onsite leadership and support to suppliers, team members, participants and clients while executing professionalism.

1. Act as the main client contact point regarding hotel rooming block(s), registration/check-in for escalations, concerns and responses.
2. Partner with the Hospitality Travel Director and/or onsite technology suppliers to manage registration/check- in and oversee registration/check-in logistics.
3. Anticipate and resolve housing/rooming block(s) challenges onsite.

Manage Event Technology:

• Work with stakeholders to ensure participant data across platforms is accurate - inclusive of supplemental platforms that manage program data that also may be utilized - for example ERC, SRC and Agenda Builder tools.

• Manage multiple registration databases by program, ensuring information is accurate and current throughout the life of the program.

• Manage data on a variety of registration platforms such as Aventri, CVENT, and ITA Group's proprietary system, PerformanceCentral. Platforms may vary based on program/client and the ability to utilize multiple platforms at one time is necessary.

• Compile all registration data; organize and distribute registration reports to the program team and/or client as needed.

• Maintain participant data security; which includes keeping abreast of client, company and legal best practices and requirements.

• Establish a clear understanding of program objectives, measurement criteria and registration process/website needs prior to registration site development. Assist and consult with the Business Analyst and Analytics & Decision Support (ADS) to develop registration website and test for functionality prior to launch. Ensure the registration flow and dialog is inclusive of the attendee demographics and geographies. Monitor enrollments on a daily basis and alert the team to any potential issues.

• Upon completion of program, update participant air, hotel and registration check in details in Registration system.

• Be the Subject Matter Expert in the data consumed and produced by the registration system, including but not limited to: file imports, file exports and data entered into the system.

Manage Event Financials:

• Perform continual room block analysis to mitigate financial risk of attrition on all programs. Proactively communicate with Event Manager to ensure the event budget's room block line item is appropriately updated.

• Manage and monitor attrition dates, cancellation policies and ensure contracted services are executed to avoid unnecessary penalties.

• Ensure that the contracted hotel room block is utilized for the group by continually monitoring registration/extension request progress.

• Manage fee collection, fee payment, discount and promotional codes in compliance with client requirements. Invoice participants as needed for buy-in programs or fees. Practice good accounts receivable management, account reconciliation, supporting accounting needs as required.

• Manage hotel room block inventory and hotel room billing processes liaising with hotel reservation management team and hotel convention services manager (CSM).

• Reconcile hotel rooms billing on a daily basis in conjunction while onsite with the hotel accountant, if there is no onsite Event Accountant.

• Manage and track negotiations with suppliers for the cost savings analysis.

Comply with Processes:

• Maintain a working knowledge of ITA Group's internal resources and processes and establish proactive, compatible relationships accordingly. Utilize ISO forms and procedures to promote consistency in execution and operations and promote quality through proven best practices.

• Understand the ITA Group Value Chain and how your role delivers value to our customers.

• Track time through the labor tracking system, ensuring time is tracked to the appropriate program number and/or department.

Contribute to Ongoing Process Improvement:

• Participate in department-sponsored training and cross-sharing. Take ownership of personal training requirements and opportunities. Utilize Learning Portal for the requirements tied to your role and position tenure.

• When appropriate, participate in travel opportunities:
  1. Educational / Familiarization Trips
  2. Client Inspection Trips
  3. Client Meetings / Presentations
  4. Meetings and Events Program Operation
  5. Client Home Office Visits

• Attend supplier meetings in the office to gain expertise and create relationships.

• Maintain knowledge of personal computer system; become familiar with enhancements to increase efficiency and improve quality of the communication.

• Attend regular Event Operations training sessions, supplier presentations and other departmental, team or ITA Group sponsored learning opportunities.

CORPORATE ACCOUNTABILITIES

• Provide prompt, courteous and exemplary service to all customers, both external and internal, in accordance with ITA Group's Corporate Mission, Vision, Values and Beliefs. Demonstrate courtesy and professionalism, consistently providing a timely response, based on departmental guidelines, to every customer service inquiry.

POSITION REQUIREMENTS

• Associate's or Bachelor's degree in Event Management, Marketing or Business Administration or related field.

• Minimum four years work experience in a related field, customer service or retail industry.

• Excellent data entry skills.

• Demonstrate proficiency with Microsoft® PowerPoint, Microsoft® Word and Microsoft® Excel. Experience with Project Management Software, Visio and CRM system knowledge a plus, but not required.

• Ability to understand web site registration and verification processes.

• Ability to process detailed work with a high degree of accuracy.

• Excellent communication skills, both written and verbal.

• Strong organization skills to handle numerous projects to meet deadlines.

• Effective interpersonal skills; ability to work as part of a team.

• Ability to display a sense of urgency, ownership and accountability.

• Strong problem-solving skills.

• Familiarity with general accounting and accounts receivable principles.

• Ability to travel on programs as assigned.

• Ability to listen, understand and respond to external and internal customers' needs in a timely manner; customer service experience in a service-related industry preferred.

• Ability to work the time necessary to complete projects and/or meet deadlines.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.
ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.