Destination Services Manager

Destination Services Manager

Our vibrant team strives to unite partners to drive regional tourism and economic impact by connecting the world to our diverse communities, rich history, and spirit of innovation. Integrity, empowerment, transparency, community, passion, and empathy guide our workplace culture. With a firm commitment to diversity, equity, inclusion, and belonging we strive to create an environment where voices are valued and respected. If this resonates with you, consider the role below:

Position Purpose: Responsible for coordinating and overseeing the planning and execution of conventions, conferences, and other large events hosted in hotels or venues. Work closely with meeting and event planners, clients, partners and internal departments to ensure that all logistical details are arranged according to the client's needs. Also, implement and manage assigned special projects, events, and program attendance promotion.

Location & Schedule: Full-time. This position currently involves a hybrid working model with 2 days remote and 3 days in-office in Detroit, MI.

What We Require:

• Bachelor's degree in hospitality, event planning, or related field, or comparable experience.
• 5-7 years' experience working in an event planning capacity in the meeting and event, or hospitality industry.
• 5-7 years' experience servicing clients in a sales or event services-facing role.
• Must maintain a qualifying credit history to be eligible for a company-issued American Express card, which is required for business-related travel and client entertainment expenses.
• Extensive knowledge of Metro Detroit tourism assets
• Valid, unrestricted Michigan driver's license.

How You'll Contribute:

• Work closely with Senior VP, Destination Services, Partnerships, & Events, and Sales, Marketing Communications, Tourism, Events, and Finance departments to efficiently manage communication and streamline operations to deliver exceptional services to clients.
• Advise meeting professionals and local host committees on available partner services.
• Act as the lead in servicing accounts with 201 peak room nights.
• Work with internal and external customers while serving as a liaison between the meeting professional, Visit Detroit industry partners, and Metro Detroit's hospitality community to secure the necessary contracted services to facilitate a successful and effective event.
• Deliver effective and efficient services to aid meeting professionals and national and local organizers with the planning and coordination of logistics related to their Detroit area event, to maximize the number of customers serviced, and positively impact customer satisfaction ratings.
• Assist in the development, maintenance, and updating of a comprehensive package of customer services available to event organizers and event sponsors. Add new programs/services as dictated by customer requests/needs.
• Implement creative strategies and initiatives designed to increase and build conference attendance and visitation to the region.
• Serve as a liaison between partners, the hospitality community, industry partners, and relevant governmental agencies to facilitate a successful convention. Refer Visit Detroit members for services and keep them engaged in the planning process.
• Establish relationships with key members of the sales department to ensure a seamless flow of sales-to-service information to ensure fulfillment of client obligations. Attend sales department meetings regularly and contribute to related discussions. Secure involvement of the appropriate sales manager to address challenges with respective groups as events draw near.
• Manage customer accounts and information to ensure accurate, efficient, and timely customer records, and that activity information is always available and in accordance with Visit Detroit standards.
• Contribute to the Destination Services, Partnerships, & Events department's annual marketing plan by providing marketing ideas and assisting with the implementation of department programs and service-related initiatives that support Visit Detroit's strategic mission to develop a competitive service infrastructure.
• Oversee and/or aid the Senior Vice President with specific projects, programs, events, and attendance builders for conventions and special interest groups.
• Implement an awareness program informing industry, corporate, civic, and government partners of major and large conventions holding their event in Metro Detroit.
• Committed to partnering with Visit Detroit in embedding diversity, equity, and inclusion into company culture and operations, and actively contributing to creating a welcoming and inclusive environment for all employees and stakeholders.

Other Contributions:

• Coordinate and participate in site visits, pre/post-show activities, and on-site visitation as needed.
• Professionally represent Visit Detroit at industry and association meetings and events.
• Track productivity and prepare month-end and other reports as needed.
• Assist with the planning and execution of Customer/Partner Services special events, including the Partner and Marketing Outlook Meeting and ROSE Awards.

Required Knowledge, Skills, and Competencies:

• Familiarity with contract negotiation and vendor management.
• Ability to read and interpret floor plans and understand event specifications.
• Detailed knowledge of the convention industry, including current trends and best practices.
• Budget management experience with the ability to provide cost-effective event solutions.
• Detailed working knowledge of the hospitality industry, knowledge of area hotels/motels, attractions, facilities, and local service providers.
• Excellent communication skills including the ability to clearly express thoughts, ideas, and concepts, verbally and in writing, in the English language.
• Strong ability to organize, prioritize, and manage multiple assignments.
• Creative and adaptable in fast-paced environments.
• Builds and maintains effective relationships with colleagues and external stakeholders.
• Consistently demonstrates professionalism in attitude, appearance, and behavior.
• Effective in both remote and in-person settings; proficient with video conferencing tools.
• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint.
• Available to work evenings, weekends, and travel as needed.

Physical Demands and Working Conditions:

• Office work involves extended periods of sitting or working at a desk, utilizing repetitive typing motions on a computer or laptop, and reading text on a video display monitor.
• Ability to perform extensive standing and/or walking for work-related assignments and events.
• Ability to lift push, and or carry up to 40lbs. occasionally.

Travel Requirements:

• This role may require some occasional domestic travel for industry conferences and local Metro Detroit events.

Visit Detroit is an Equal Opportunity Employer: We respect and seek individuals of a diverse background and do not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Please ensure to regularly check your email spam folder for any communication from Visit Detroit to avoid missing important updates regarding your application status.

The above is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements and does not imply a contract. I understand that my employment is at-will and that either you or I can terminate my employment at any time, for any reason. No oral or written contractual commitments have been made concerning my employment.