Destination Services Manager

Experience Columbus

Reports To: Sr Director Destination Services

Status: Full Time (40+ hours)

FLSA: Exempt

Location: Columbus (hybrid work from home and Arena district office)

Travel: locally to meetings and events in Columbus. Up to 20% overnight travel to conventions/events/tradeshows in US cities for conferences, meetings and pre-promotes

What You Will Accomplish

The Destination Services Manager has client account responsibility for providing convention and event services. This role is focused on providing the highest quality customer service to meeting planners, convention attendees, exhibitors, vendors and all others associated with the successful functioning of conventions and meetings. The position also provides necessary resources to engage and convene community and industry partners on Experience Columbus offerings and initiatives.

Being a collaborative work environment, you will also work on projects and gather information through partnering or interacting with Experience Columbus or Sports Commission team members, community businesses, and current and potential clients.

By joining Experience Columbus, you are part of a group working to enhance the quality of life for our community. We support the travel and tourism industry in providing jobs, bringing in tax dollars for the improvement of services and infrastructure, and attracting facilities like restaurants, shops, festivals, and cultural and sporting venues that cater to both visitors and Columbus locals.

Responsibilities will include:

Account management:

Manage services to convention accounts across all market segments to ensure a successful meeting in Columbus and to retain future business.
Determine servicing and support requirements of each group with its respective meeting planner.
Coordinate Experience Columbus resources and local community resources to fulfill the needs of the meeting planner.
Partner with high-profile convention groups and represent Experience Columbus on local planning committees.
Communicate issues and updates on these accounts to Sales Managers.
Document service activity in Customer Relation Database (CRM).Site inspections and pre-planning meetings:

Site inspections and pre-planning meetings:

Support Sales Managers during site inspections for future business.
Coordinate and lead pre-planning meetings and convention client visits and pre and post-conference meetings.
Build relationships with clients, independent of convention sales.

Attendance building:

Develop creative ideas to build excitement and increase attendance in Columbus and travel to attend the prior year's convention to promote Columbus.
Provide Experience Columbus marketing materials (photos, videos, text) as well as introduce a marketing team member to the client as needed.

City Welcome and Other Services:

Provide Experience Columbus and member collateral to support planners and attendees.
Partner with marketing to customize convention-specific materials.
Coordinate and execute the welcome program, signage, lighting, and gifts.
Coordinate onsite destination services.
Serve as a liaison with the local, state, regional, and national meetings, and convention industry.
Develop and maintain existing relationships with industry organizations.
Represent the department at various department programs, Board committee meetings, events and speaking engagements.
Attend Experience Columbus and community functions.
Maintain and utilize the sales database for assigned market segments in a timely, thorough manner.
Stay current on industry trends, community developments and use of social media as it relates to events, hospitality and the community.
Demonstrate a commitment to Diversity, Equity, and Inclusion by ensuring the inclusivity and accessibility of events and services.

You will love this job if you are:

Experienced in the following areas below (either through education, work experience or a combination of both) typically 5 or more years.
- Hospitality, convention services or event planning
- Working directly with hotel, event venues and/or organizations
- Managing project timelines and budget (being creative with limited budgets at times)
Goal-oriented individual with the ability to take initiative, work independently and be held accountable for his/her actions.
A customer service or events industry professional who can translate innovative experiential concepts based on client needs and execute to create a memorable experience for attendees
Focused on helping departments and teams with a positive attitude. Do what it takes on-site and pitch in at any capacity for events.
Collaborative in nature, focused on strong relationships built on respect, trust, and sharing of knowledge.
An excellent communicator (written and verbally) both professionally and authentically connecting with an audience at all levels of an organization (team members, internal customers, and vendors)
Approachable and open; focused on helping the team with a positive attitude. Do what it takes on-site and pitch in at any capacity for the day of events.
A strategic planner with the ability to be flexible and problem-solve within a fast-changing environment
Highly attentive to detail and concern for accuracy
Highly organized and can handle multiple priorities and meet deadlines
Proficient using of Microsoft Office products and web-based platforms
Passionate about the product (Columbus) and motivated to exceed expectations
CMP or ESPA certification a plus!
Hospitality, Tourism, or CVB industry experience a plus!

The duties of this position may change from time to time. Experience Columbus reserves the right to add or delete duties and responsibilities at the discretion of Experience Columbus or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

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