Conference and Program Manager; Residential & Hospitality Services

Full job description
University Overview
The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.
Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.
The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.
Posted Job Title
Conference and Program Manager; Residential & Hospitality Services
Job Profile Title
Associate Director B, Business and Finance, Hospitality
Job Description Summary
The University of Pennsylvania’s Hospitality Services team is seeking a strategic and service-driven Conference and Program Manager to lead the planning and execution of on-campus conferences, academic symposiums, youth programs, and summer lodging operations. This role is responsible for managing client relationships, coordinating cross-functional service delivery, and ensuring a seamless guest experience aligned with the University’s standards of excellence.

This position reports to the Associate Director of Sales & Marketing and plays a key role in achieving departmental financial goals and operational success. The role requires flexibility to work evenings and weekends during peak periods (May–August).
Job Description
Job Responsibilities:
Client Relationship Management
Serve as the primary point of contact for external and internal clients hosting events on campus.
Build and maintain strong relationships with university departments and external partners to deliver integrated hospitality solutions.
Communicate service expectations and delivery standards to all stakeholders.
Program & Event Execution
Lead end-to-end planning and execution of conferences and programs, including housing, registration, and event logistics.
Act as on-site manager during events to ensure quality assurance and client satisfaction.
Develop and implement one-stop service packages in collaboration with university partners.
Operational Excellence
Monitor and evaluate service delivery to ensure continuous improvement and adherence to quality standards.
Conduct satisfaction surveys and analyze feedback to inform service enhancements.
Collaborate with finance and operations teams to align on budgets, billing, and service metrics.
Team Leadership & Development
Mentor and coach interns and co-op students, providing hands-on experience in hospitality operations.
Delegate appropriate client accounts to interns to support their professional growth.
Strategic Initiatives
Research industry trends and identify opportunities to expand conference business, particularly with associations affiliated with the University.
Lead marketing efforts including the production of promotional materials, signage, and event collateral.
Represent Hospitality Services at trade shows, university events, and professional organizations.
Qualifications
Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
2–3 years of experience in conference and event management or a related field.
Demonstrated ability to manage multiple projects and deliver exceptional customer service.
Strong interpersonal, written, and verbal communication skills.
Experience in a university or academic setting is highly desirable.
Availability to work a flexible schedule, including evenings and weekends during peak seasons.
Familiarity with sustainable practices; LEED or similar certification is a plus.
The Department of Residential and Hospitality Services provides essential 24/7 services for the University of Pennsylvania. Thus, as a member of this dynamic organization, you will be expected to work outside of your regular shift i.e. weekends during peak activity periods May through August (e.g.: Summer Conferences, Summer Camp Season & Move-in) or when normal campus operations are suspended (e.g.: inclement weather). To the extent possible, managers will provide timely notice of modified work schedules.
About the Division of Business Services
The Business Service Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment and providing mission-critical services and essential operations. BSD’s mission is to provide high-quality service in a fiscally responsible manner. Currently, the Division is focused on three major initiatives:
Revenue growth/retention through improved marketing efforts, extended services, and the development of new distribution channels.
Driving productivity for the Division and its customers through the better use of technology.
Enhancing service offerings through upgrades and expansions of facilities.
For more information on BSD, visit:
https://www.business-services.upenn.edu/
About Residential & Hospitality Services
Residential and Hospitality Services (RHS) is one of 15+ departments and programming under the auspices of BSD. Consistent with the division’s mission, RHS’ underlying philosophy is to provide our clients with high-quality services in a fiscally responsible manner. RHS is a group of dedicated, innovative, and student-centered staff that oversee the on-campus living and dining and conferences, programs, and events hosted at Penn. The team works closely with other partners to provide students and guests with services that support living and learning at the University of Pennsylvania. Specific business units comprising RHS are:
Penn Residential Services,
Penn Dining
Penn Conference Services
Off-Campus Services
University Club.
About Conference Services
The Conference Services team consists of 5 full-time staff members and 120 student staff. Each summer, they manage accommodations for over 5,000 conference guests and support events for an additional 2,000 guests at the Inn at Penn (a Hilton hotel) and the Sheraton Philadelphia University City Hotel. Key services provided include event management, summer operations, guest accommodations, and web registration.
Learn more about conference services
here.
Job Location - City, State
Philadelphia, Pennsylvania
Department / School
Residential and Hospitality Services
Pay Range
$64,500.00 - $128,240.00 Annual Rate
Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.
Equal Opportunity Statement
The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, ****** orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.
Special Requirements
Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.
University Benefits
Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

To learn more, please visit:
https://www.hr.upenn.edu/PennHR/benefits-pay

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