Destination Services Manager

Job Description
POSITION SUMMARY: The Destination Services Manager is responsible for delivering world‑class services and customized destination experiences for meetings, conventions, and events hosted throughout the Richmond Region. Serving as a primary liaison between event organizers and the local hospitality community, this position manages client relationships, coordinates event services, and identifies opportunities to increase attendee engagement and local economic impact. Through strategic partnerships, proactive client support, and cross‑departmental collaboration, the Destination Services Manager contributes to successful events while strengthening the Richmond Region's reputation as a premier meetings and conventions destination. SUPERVISORY RESPONSIBILITIES / OVERSIGHT: This position does not have direct supervisory responsibilities and reports to the Director of Destination Services. The position is expected to independently manage assigned accounts, projects, and daily responsibilities while collaborating with department leadership and team members to achieve shared objectives. MANAGEMENT FUNCTIONS: Position is an exempt management role and, as such, requires possible overnight travel and after‑hours work, monitoring email and online activity after hours and on weekends. Position must exercise decorum and always represent the organization with the utmost integrity. ESSENTIAL DUTIES AND

RESPONSIBILITIES:
Independently manage assigned meeting, convention, and event accounts from initial turnover through post‑event follow‑up, providing proactive client communication, customized service recommendations, and timely execution of deliverables. Identify and implement opportunities to enhance attendee engagement, encourage local spending, and expand the economic impact of meetings and events through customized destination experiences, local business partnerships, and visitor engagement initiatives. Plan, coordinate, and execute event services and destination activations, including visitor information, welcome signage, group experiences, transportation, sponsorship activations, and other customized client offerings. Collaborate with Sales, Marketing, and other RRT departments to support destination pre‑promotion, attendance‑building initiatives, planning visits, FAMs, tradeshows, and client engagement opportunities. Coordinate and support RRT‑hosted events, community initiatives, industry engagement activities, and organizational programs, contributing to departmental strategies and service enhancements. Cultivate relationships with hospitality partners, attractions, restaurants, event service providers, government representatives, and nonprofit organizations throughout the Richmond Region, identifying opportunities for collaboration and community impact in alignment with RRT's Community Action Framework. Independently manage assigned projects, vendor relationships, service agreements, and budgets, including evaluating proposals, negotiating services, monitoring expenses, and making informed decisions within established organizational guidelines. Maintain working knowledge of hotel contracts, event agreements, attrition policies, and other contractual obligations relevant to client services, ensuring effective coordination and financial accountability. Conduct post‑event client follow‑up, address service concerns, and maintain accurate CRM records documenting client communications, service activities, partner engagement, and event outcomes to support departmental reporting and continuous improvement. Represent RRT at industry and community engagements, maintain current destination and industry knowledge, and perform additional responsibilities as assigned to support departmental and organizational priorities. PREFERRED EDUCATION, EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES: BA/BS degree or equivalent vocational/technical training (4 years formal education) in related field. Minimum of three (3) years of professional experience in hospitality, event management, destination services, tourism, or a related field. Experience coordinating event logistics, managing vendor relationships, and overseeing project budgets and expenses. Extensive knowledge of the Richmond regional area, its history/attractions/museums, service providers, off‑site options, dining options, entertainment options. Strong customer service and relationship management skills, with a demonstrated ability to anticipate client needs, provide customized solutions, and deliver exceptional experiences. Excellent organizational, interpersonal, presentation, verbal, and written communication skills. Strong problem‑solving skills, sound judgment, and the ability to make informed decisions in a fast‑paced, client‑facing environment. Proficiency in Microsoft Office applications, CRM systems, and virtual meeting platforms such as Microsoft Teams and Zoom. Demonstrated ability to establish and maintain positive working relationships with clients,