Details
 

05/16/2024

Destination Service Manager

Experience 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. As DSM gains more experience, citywide convention accounts (751 peak nights) will be assigned to further growth in the role. 
    • 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. 
  • Attendance building
    • 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 (About You [knowledge, skills, experience, competencies certifications etc.]):

Experienced in the following areas (five (5) years of experience through education, work experience or a combination of both):

  • Hospitality/Event Management,
    • Developing project/event timelines and critical paths using organizational systems,
    • Working with external vendors for product or service delivery,
    • Managing an event or project financial budget and timelines,
    • Developing relationships and working with professional and/or community associations, festivals, volunteer groups, nonprofits, or chambers of commerce.
  • Goal oriented, able to focus on the big picture while keeping track of all small or large details.

  • Displays exceptional emotional intelligence, communicating directly and effectively with team members and vendors while delivering clear and empowering instructions with professionalism and tact.

  • Exhibits strong leadership and creative problem-solving skills by:
    • Making quick and informed decisions, particularly during Columbus-held conventions
    • Proactively taking initiative
    • Gathering information, and
    • Effectively resolving issues as they arise. 

  • Strong organizational skills with ability to manage multiple projects on schedule with time built in as needed; ability to reprioritize daily to respond to customer changes and deadlines.

  • Demonstrates flexibility and openness to new ideas, and different perspective.

  • Exceptional customer service skills and proven relationship building skills.

  • Proficient in Microsoft Office programs, especially PowerPoint and Word, and related software.

  • Demonstrated strong written and verbal communications skills.

  • Demonstrated ability to work independently but also can be a collaborative team member.

  • Progress towards or willingness to pursue the Certified Meeting Planner (CMP) designation, the Professional in Destination Management certification, the Event Service Professional (ESP) certification and other relevant certifications upon achieving certification requirements.

  • Familiarity with the Columbus region

  • Ability to work flexible hours, including some evenings, weekends and holidays
    .
  • Experience working with a Destination Marketing Organization (DMO) or hotel a plus.

  • The organization requires all employees to obtain and maintain the Experience Columbus Insider (ECI) accreditation.

  • A strong 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 described here 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.

This person must be able to:

  • 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 and Columbus as a destination, which includes carrying and assembling a 10-30-pound pop-up exhibit booth and at least one other box of display items.
  • 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 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. 

TO APPLY:

Please visit this link.

The deadline for application submission is June 14, 2024.

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