Hospitality and Events - Account Operations Manager - Ft. Lauderdale

ACCOUNT MANAGER

We are a National Destination Management company with over 14 offices nationwide and over 250 Team Members and growing. We are collaborators, event planners, logistics coordinators, innovators, creators, and dreamers who do what we love with a passion to please. We have over 57 industry awards as a demonstration of our commitment to excellence. Come be part of this award-winning team!

OVERVIEW OF POSITION

The Account Manager plays a critical role in transforming a sold program into an exceptional client experience. Serving as the primary point of contact once a program transitions from sales into operations, the Account Manager takes ownership of the details, relationships, communication, and execution required to deliver the program as promised while consistently looking for opportunities to exceed client expectations.

This role requires a strong balance of client service, operational excellence, organization, financial awareness, and problem-solving . The Account Manager works closely with clients, hotel partners, suppliers, Hello! Account Executives, Hello! Program Designers, and on-site teams to coordinate every aspect of the program, ensuring expectations are clearly communicated and details are executed accurately from planning through completion.

The ideal candidate is someone who naturally thinks several steps ahead . They anticipate needs, identify potential challenges before they become problems, confidently manage changing priorities, and remain calm and solutions-focused in a fast-paced environment. They understand that exceptional account management is not simply about executing a checklist, but about building trust and giving clients confidence that their program is in capable hands.

Success in this position requires someone who takes true ownership of their programs, communicates proactively, manages budgets and supplier commitments responsibly, and can make thoughtful decisions when circumstances change. The Account Manager should be equally comfortable working behind the scenes on detailed logistics as being client-facing on-site, always representing the organization with professionalism, warmth, confidence, and a hospitality-first mindset.

Travel within the market and nontraditional hours, including evenings and weekends, may be required based on client needs and program scope.

SKILLS REQUIRED

• Exceptional organization and attention to detail , with the ability to manage multiple programs, timelines, suppliers, priorities, and deadlines simultaneously.
• Strong client relationship and service skills , with the confidence and professionalism to serve as a trusted primary point of contact throughout the planning and execution process.
• Proactive communication , including the ability to set expectations, provide timely updates, ask the right questions, and keep clients and internal partners informed.
• Strong problem-solving and decision-making skills , with the ability to anticipate challenges, evaluate options, and respond calmly and effectively when plans change.
• Operational excellence and follow-through , with a high level of personal accountability and ownership from program handoff through final execution.
• Financial and budget awareness , including careful management of program costs, supplier commitments, changes in scope, and other details that can impact program profitability.
• Strong supplier and partner management skills , with the ability to build productive relationships while holding partners accountable for agreed-upon service levels and expectations.
• Excellent time management and prioritization , particularly when balancing multiple clients and competing deadlines in a fast-paced environment.
• Strong interpersonal skills and emotional intelligence , with the ability to work effectively with a wide range of client personalities, teammates, hotel partners, suppliers, and on-site staff.
• Adaptability and composure under pressure , especially during live programs where quick thinking, sound judgment, and a solution-oriented mindset are essential.
• Collaborative, team-first mentality , with a willingness to step in, assist others, and contribute wherever needed to ensure an exceptional client and guest experience.
• Proficiency in the Microsoft Suite , with the ability to quickly learn additional systems and operational tools.
• An outgoing, positive, polished, and hospitality-minded presence that inspires confidence and represents the organization well with clients and industry partners.

Prior to a program being sold, the Account Manager (AM) assists the Account Executive and Program Design Associate with the following:

• Attending site visits.
• Attending client meetings or conference calls.
• Pre-book transportation
• Pre-book field staff

Once a program has been sold and turned over by the Account Executive, the AM has the following responsibilities:

• Communicate with Client to confirm all needs are correct based on the contract
• Communicate with Hotel contact
• Communicate with Vendors and confirm vendor contracts
• Conduct site visits with or without clients with vendors
• Breakout Arrival and Departure manifests
• Book transportation
• Secure Field Staff
• Order any necessary merchandise or supplies.
• Generate Program Recap and distribute to clients, hotels, and internal contacts
• Generate Staff instructions and Staff paperwork.
• Assist clients if they need additional items for their program.
• Generating Service Agreement Addendums

On-site Operations Include

• Attending client/hotel pre-cons
• Meet with clients to go over the program
• Manage and be on-site for any themed events, transportation moves, tours, teambuilding, off-property events, etc.
• Update manifests
• Update transportation needs
• Update field staff requests

Conclusion of program

• Update XE costing sheets
• Reconcile any vendor invoices
• Create Preliminary Invoice
• Organize file for Billing
• Review Final Invoice with Billing
• Review P&L
• Follow up with client with Final Invoice and Evaluation

Additional General Responsibilities

• Lead by example
• Exercises discretion and independent judgement
• Other duties as assigned

Special Requirement: Must have a valid driver's license with a safe driving record.

Equal Opportunity Employer (EEO) Statement

Hello! Destination Management is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, marital status, sexual orientation, gender identity, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.

ADA Essential Functions Statement

The tasks listed above represent the essential functions of the position. Additional duties may be assigned as needed. Candidates must be able to perform these essential functions with or without reasonable accommodation.

Physical & Environmental Requirements

This position requires the ability to remain in a stationary position, move about the workplace, and operate standard office equipment. Physical requirements are described using ADA - compliant, non - exclusionary language.

Reasonable Accommodation Statement

We are committed to providing reasonable accommodations to individuals with disabilities to enable successful performance of essential job functions. If you need accommodation during the application or employment process, please notify Human Resources.

Pay Transparency Notice

Where required by applicable law, we disclose a good faith compensation range that reflects what we reasonably expect to pay at the time of hire for this role. The actual offer may vary based on factors such as job-related skills, experience, education, certifications, and market conditions. For locations without a pay range disclosure requirement, candidates may still request the pay scale for this role during the process. We do not request or rely on salary history where prohibited by law.

At-will Employment  

As an employee of Hello! Destination Management, your employment has been and continues to be “at-will.” This means that during the course of employment with the Company, employees are free to terminate their employment with the Company at any time, with or without a reason, and the Company has the right to terminate employees at any time, with or without a reason. Although the Company may choose to terminate an employee for cause, cause is not required. No one other than the President of the Company has the authority to alter this at-will employment arrangement, to enter into an agreement for employment for a specified period of time, or to make any agreement contrary to this at-will arrangement. Furthermore, any such agreement must be in writing and must be signed by the President of the Company.

Job Description Disclaimer

This job description is not a comprehensive listing of duties and responsibilities. Duties, responsibilities, and activities may change at any time with or without notice to meet evolving business needs.

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