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, hospitality partners, vendors, community organizations, and diverse business owners. FUNCTIONALITY NEEDED: Position oneself: in an upright position or in a stable posture, in a seated or supported posture, and remaining in a stationary position for extended periods of time. Position self to move about, adjust self to be at varying heights, lower self to a height suitable for performing a task, and rotate or reposition objects or body parts, as necessary. Reach for or handle objects, exert force to move or adjust objects reach, handle or control small objects or components, use motor skills to perform tasks requiring simultaneous movements and that may involve repeated actions or movements. Move or handle objects weighing up to 20 lbs., with or without assistance. Maintain focus or attention on tasks, identify or interpret information, objects, or people, retain and recall information when needed, apply logical thought processes to solve problems or make judgments, evaluate or interpret data and information to reach conclusions, and use judgment to make effective and appropriate decisions. Perceive or interpret visual information or other forms of data with ability to judge distances and spatial relationships to see objects where and as they are at a close or distant range. Communicate effectively and accurately, verbally or through alternative means and receive, understand, and respond to auditory information or other forms of communication. Has the ability to travel using self‑provided transportation, with or without accommodations. WORKING CONDITIONS: Generally, works in well‑lit, temperature‑controlled, ventilated buildings where noise levels are typically low to moderate. At times, may work offsite and at work‑related events. Work is subject to frequent interruptions and generally works in close proximity to others. There is little or no risk to health and safety associated with this position. EMPLOYEE ACKNOWLEDGMENT: This job description is representative, but not an exhaustive list, of all skills, responsibilities, and efforts associated with this role as well as reflecting principal job elements essential for performing the job and evaluating performance. It is not an employment contract, implied or otherwise, and Richmond Region Tourism (RRT) maintains the right to assign or reassign responsibilities to or from this position at any time. RRT is committed to the principle of Equal Employment Opportunity (“EEO”) and to providing a work environment free from bias, discrimination, or harassment. RRT does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Company Description Richmond Region Tourism is the Region's primary destination marketing organization. Richmond Region Tourism (RRT) welcomes meeting planners, tournament organizers, tour operators, travel media and leisure travelers to our Region. A nonprofit organization, RRT offers a comprehensive array of information and services to assist the hospitality industry in benefiting from the powerful economic engine that is tourism. The organization is committed to the principle of Equal Employment Opportunity (“EEO”) and to providing a work environment free from bias, discrimination, or harassment. Mission Share a passion for the Richmond Region with the world. Vision As a thriving community, the Richmond Region is known for being inclusive and welcoming to all. About Us As the Region’s destination organization, we are experts who have a deep love for the community in which we live, work, and play. We enrich the lives of our residents and visitors by sharing the unique culture and humanity that is the Richmond Region. We generate economic prosperity through tourism by attracting conventions, meetings, sports tournaments, and visitors and ensuring that all have an unforgettable experience. We enhance the quality of life for the people in our community by supporting the places that make the Richmond Region wonderful. We strengthen local programs that drive tourism through our Richmond Region Tourism Foundation. We do all of this through a lens of diversity, equity and inclusion. Values Passion: Intense enthusiasm for our community and its people Inclusiveness: Deep commitment to equity and community engagement to advance, develop and sustain the Region Integrity: Dynamic culture built upon trust, honesty, and credibility Innovation: Leading-edge work that is rooted in creativity and transformational for the Region Stewardship: Ambassadors of our destination’s development, image and reputation Courage: Doing the right thing and upholding our values More information: Benefits Hybrid Work Life - ability to work a hybrid schedule which is a blend of in the office and remote work, but must reside in the Richmond Region. Medical, Dental and Vision Insurance Life Insurance Short-term and Long-term Disability Insurance 401(K) with Company Match Direct Deposit Bereavement Leave Parental Leave Paid Holidays Paid Jury Duty Paid Parking (downtown Richmond location) Vacation and Sick Time Health Savings Account Flexible Spending Account #J-18808-Ljbffr Richmond Region Tourism