Position Summary: The responsibility of the Senior Registration Manager is to manage and supervise the day to day operations of the registration process on specified projects and for administering project budgets on Registration-only projects within parameters specified by the client. This individual leads the registration group and is the main point of contact for attendees, clients, hotels and resulting accommodations, and internal team managers. In addition, the Senior Registration Manager leads the registration group on-site, ensuring that all facets of registration run flawlessly. This position requires individuals who can work both independently and as part of a management team in making decisions important to the success of the client’s events. This position also requires the ability to communicate expertly with many team members internally while determining how best to ensure that the client’s event is successfully produced. This individual works very closely with client and oversees the complete Registration process of programs to ensure flawless delivery and service. This position requires experience of at least 4-6 years in a Registration role and is at the discretion of the Director of Registration Services and the Officers of the company.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to contain a comprehensive listing of the activities, duties, or responsibilities required of the position; additional activities, duties, or responsibilities may be assigned.

• Main client contact to represent all registration needs
• Works directly with Account Directors as needed to help lead and support overall team (depending on R&Rs) including onsite staffing
• Manages all call center and registration staff per project
• Works on mid-size - large events (approximately 500-5,000+ attendees)
• Planning, developing, and executing registration program operations
• Manage pre-program and on-site registration process
• Manage program budget and overall program management for Registration Only projects
• Manage data management for specific role and responsibility within a team dynamic (depending on size of event) as needed
• Manage and support all customer service efforts (phone/email communication)
• Oversee hours against budget
• Responsible for all program reporting, ensuring the integrity and accuracy of data
• Assign registration team roles and responsibilities and oversee registration team assignments
• Creating reports in primarily Microsoft Office
• Manage vendor relationships- lead retrieval, mobile apps
• Approve and oversee all registration collateral onsite
• Constantly evaluate process and progress of assigned programs and recommend staffing and/or timeline adjustments
• Train all on-site registration desk staff on database and registration procedures
• Manage registration desk staff onsite
• Participate in site inspections (as needed)
• Participate in any aspect of on-site program production that may be requested
• Act as liaison between project team regarding all registration facets of a program
• Support development of registration websites, forms and materials in conjunction with Operations, Air and Web Development/Platform
• Ensure that all communication received from client is effectively disseminated to the project team as well as attendees
• Primary contact with hotel CSM and/or Rooms Manager, and outside vendors (for air and registration specific needs and out-sourced air and registration services)
• Manage room block/establish initial hotel contact
• Coordinate with the Office Manager for program phone number assignments and programming
• Responsible for database customization and integrity of data
• Coordinate with IS department to create program specific e-mail
• Manage internal weekly registration meetings
• Report on program registration status at weekly registration meetings
• Assist in the coordination and monitoring of mailings
• Coordinate in conjunction with the IS Department any on-site equipment needs; perform on-site IS function as needed
• Responsible for final rooms and registration billing reconciliation
• Train internal team for any custom process for specific program (ie; Passkey, 3rd party registration system, etc)
• Support Registration Trainer for any specialized training with registration area or 3rd party registration system

Required Travel: This job requires approximately 10% - 30% travel.

Environment and Physical Demands:

This role primarily operates Monday–Friday, with core availability aligned to Pacific Time (PST). However, flexibility is required to meet client and business needs. Employees must be available to answer phones and stay connected to internal networks via the company-provided laptop. Managing background noise in remote settings is essential during high-volume periods. Work hours may fluctuate occasionally, with any off-hours discussed and approved in advance by the direct manager.

The physical demands described here represent those necessary to perform essential job functions successfully. While traveling, the employee may be required to sit for extended periods, walk, use hands for tasks requiring fine motor skills, and reach with hands and arms.

Competencies:

• Positive, upbeat and pleasant phone demeanor and attitude
• Confidence when speaking to others
• Adapt to different work environments and team dynamics
• Consistent attendance; Punctuality
• Acute attention to detail
• Ability to follow directions, policies and procedure
• Strong teamwork and excellent written/verbal communication skills
• Adaptable to different work environments
• Flexible with unexpected updates
• Possess Leadership qualities
• Strategic thinking
• Interpersonal skills

Education and Experience:

Required:

• Bachelor’s Degree
• Experience with database systems
• Microsoft Office Suite Knowledge (Word, Excel, PowerPoint, etc.)
• Minimum 4 – 6 years of Registration event/program management experience

Preferred:

• Minimum 2 – 3 years of customer service experience
• Knowledge of hospitality operations
• Knowledge of mobile apps and /or event registration systems
• Knowledge of Registration process for corporate events

Reinforce the Department in company aspirations and amplify the five critical behaviors for success:

• Customer First: Prioritize customer needs and deliver exceptional service.
• Know Your Stuff: Demonstrate superior expertise in event logistics, leadership and encourage continuous learning.
• Listen Carefully: Foster a culture of active listening and responsiveness to internal and external customers.
• Execute With Excellence: Drive a commitment to high-quality execution in all initiatives.

EEG is an equal opportunity employer and makes employment decisions on the basis of merit. Company policy prohibits unlawful discrimination