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Destination Service Manager

1 week ago


Columbus, United States Perfekta Dienstleistungen Betriebsverwaltungsgesellschaft mbH Full time

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Details05/16/2024Destination Service ManagerExperience Columbus | Hybrid/Columbus, OH

Position Summary:

Experience Columbus is seeking a Destination Service Manager (DSM) who would be responsible for small-mid-size convention accounts (200 – 749 rooms on peak night) and Ohio annual convention accounts (no peak night cap) to provide destination 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.

KEY RESPONSIBILITIES:

  • Account Management
    • Manage destination services delivery to small – mid-size convention accounts and Ohio Annual convention accounts across all market segments to ensure a successful meeting experience in Columbus and to retain future business opportunities.
    • Determine needed service and support requirements of each organization with its respective meeting planner.
    • Coordinate the appropriate Experience Columbus and local community resources to fulfill the needs of the event organizer.
    • Partner with high profile convention groups and represent Experience Columbus on local convention planning committees.
    • Serve as primary contact with the meeting planner between Service and Marketing.
    • Communicate issues and updates on these accounts to sales managers.
    • Document service activity and all vendor referrals in Simpleview CRM database.
  • Site inspections and pre-planning meetings
    • Attend any sales site inspections (when requested) to provide destination and venue information to support the sales process for future business.
    • Coordinate and lead pre-planning meetings and convention client visits for definite group business. This includes:
      • Creating site itineraries to include venue, hotel and entertainment site inspections.
      • Entertain customers and meals and events with, and independent of, convention sales partners.
  • Conduct a Columbus pre-promote experience by attending conventions the year before they are held in Columbus in order to build excitement and increase attendance in Columbus.
  • Introduce Experience Columbus marketing liaison to event organizer to coordinate joint efforts.
  • Consult with client on available Experience Columbus marketing materials available to client to determine which materials are more relevant for the group’s needs.
  • Group and Attendee Welcome Experience Materials Distribution
    • Customize convention specific attendee welcome materials.
    • Provide targeted services including interactive welcome programs and digital and in-person signage.
    • Distribute Experience Columbus and member collateral to local restaurants and businesses to support planner and attendees experience in Columbus.
    • Coordinate onsite services and support to include event staff office welcome/thank-you gifts.
  • Develop and maintain existing relationships with industry organizations.
  • Represent the department at various departmental programs, events and speaking engagements.
  • Attend Experience Columbus and community functions relevant to our role as destination service managers.
  • Maintain, develop and utilize the sales database for assigned market segments in a timely, thorough manner.
  • Develop the project budgets with a senior director for assigned market segment and manage budgets.
  • Stay current on market trends, community developments and use of social media as it relates to assigned Columbus to relay to our clients.

The Ideal Candidate Will Possess:

  • Five (5) years of experience in Hospitality/Event Management.
  • Goal oriented, able to focus on the big picture while keeping track of all small or large details.
  • Exceptional emotional intelligence, communicating effectively with team members and vendors.
  • Strong leadership and creative problem-solving skills.
  • Strong organizational skills with ability to manage multiple projects on schedule.
  • Demonstrates flexibility and openness to new ideas.
  • Exceptional customer service skills and proven relationship building skills.
  • Proficient in Microsoft Office programs, especially PowerPoint and Word.
  • Strong written and verbal communications skills.
  • Ability to work independently and collaboratively.
  • Willingness to pursue relevant certifications.
  • Familiarity with the Columbus region.
  • Ability to work flexible hours.
  • Experience working with a Destination Marketing Organization (DMO) or hotel is a plus.
  • Commitment to Diversity, Equity, Inclusion and Accessibility (DEI&A).

ADDITIONAL DETAILS:

Reports To: Senior Director, Destination Services
Status: Full-time (40 hours/week)
FLSA: Exempt
Location: Columbus (hybrid work from home and Arena district office)
Travel Requirements: Local event sites and venues within a 30 miles radius > 20 percent; regional and national travel as needed
Salary Range: $62,000-$70,000

PHYSICAL DEMANDS:
The physical demands and work environment are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • View computer monitors.
  • Conduct frequent talking and/or listening.
  • Regularly sit.
  • Participate in travel from venue to venue within a city and walking distances throughout large buildings for site visits.
  • Present and project their voice for community functions, presentations, trade shows, etc.
  • Travel via car or plane to other locations to represent Experience Columbus.
  • Ability to lift to 25 pounds.

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

The deadline for application submission is June 14, 2024.

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