The Destination Services Manager (DSM) is a mid-level manager in the Destination Services Department who assists meeting planners of assigned groups of 900 or less attendees as the primary source of information and assistance in coordinating group needs with the resources the Greater Raleigh Convention and Visitors Bureau and its partners provide. This position is responsible for increasing repeat business through strong, proactive service, promotional and attendance building programs. DSM expected to increase their local awareness through personal partner contact and visible presence in the community.
Demonstrate efficient project management on all assignments from initiation through delivery.
Ensure each project or assignment is completed on time and with superior quality, while staying within budget, working effectively and professionally with outside vendors (if applicable), handling and organizing all paperwork and documentation and keeping the Director of Destination Services and appropriate staff updated with verbal and/or written reports.
Represent the Bureau and the destination itself in the most positive and professional manner (adhering to the Bureau’s social media policy and Employee Handbook at all times).
Be a proactive self-starter and have a curious outlook related to searching for new options to service planners and attendees.
Develop individual quarterly SMART Plans for administrative and CSM duties to support annual departmental business plan.
Maintain knowledge of hotel and event facilities, Raleigh Convention Center, promotional materials, event services partners (as in audio visual, transportation and similar partner services based in Wake County) and current City/Wake County information.
Maintain all future pre/post-convention statistics from assigned groups within DBS including number of attendees, rooms blocked/picked-up, dates, economic impact and any other pertinent account information.
Ensure that all key steps of the Scope of Services are offered to clients based upon the scope, and that communication with the client is maintained during the servicing cycle.
Track servicing activity by using department’s uniform traces in the DBS.
Ensure customer service satisfaction goals are achieved by distributing post event surveys for assigned accounts and encouraging client response.
Use the post event report to recap services provided to the client and to sales manager for the assigned account.
Participate in weekly department meetings and bi-monthly staff meetings.
Participate in and assist with planning for area CSM meetings.
Share partner Visitor Guide/ Map delivery service roles with the team.
Contribute to the compiling of the monthly Arriving Convention and Sports Group Alert that is distributed via our Tourism Talk by maintain appropriate info in the DBS records for assigned groups. The purpose of this is to alert community partners that include restaurants, attractions and facilities, etc. to be prepared to welcome conventions and events over 500 attendees.
Responsible for updating, working with; communications on editing, of the Event Services Listing partners information.
Responsible for updating (targeting prospective facilities, working with; communications on editing and update) of the Unique Meeting Sites Listing.
Review current magazines, periodicals, newspapers, web sites and publications for activities and facilities of interest to our visitors.
Service meetings of up to TBD number of attendees annually. Maintain knowledge and status of each group’s needs, commitments, housing requirements, registration needs, city information desk and follow-up through entire event to include weekend and evenings, if necessary. Attend and or facilitate pre and post con meetings.
Contact via phone and/or e-mail all assigned groups to offer and arrange for pre and post- convention services.
Respond to all specific inquiry calls related to services related programming.
Coordinate and, if necessary, accompany meeting planners on-site inspections to preview Wake County hotels/facilities once they are booked.
Deliver convention services presentation to groups, both local and national, including welcome presentations to groups on an as needed basis.
Attend all pre-cons at the convention center or other Wake County facilities when necessary.
Distribute post evaluation survey to meeting attendees and planners for all assigned meetings and conventions in Wake County. Maintain a 60% average rate of response with a measurable department score of 3.5 on a scale of 1-5.
Coordinate all destination pre-promotion activities for meetings to include promo items, presentations, tradeshow exhibition and scoping of future events coming to Raleigh.
Attend out of town promotion trips for assigned groups if necessary.
Time permitting, visit Meeting Planner on-site during meeting.
Other duties as assigned by Director of Destination Services.
JOB-RELATED TRAINING AND EXPERIENCE:
Excellent written communication/promotional writing/verbal communication skills
Excellent customer service skills are required
Proficient computer skills and knowledge of CRM applications and Microsoft Word, Outlook, Excel and PowerPoint
Bachelor’s degree (preferred), Work experience may take the place of degree
Event servicing experience (preferred)
Experience in destination marketing organization, hotel or related fields required
General working knowledge of CVB, meetings and sports tourism industries required
Knowledge of Raleigh/Wake County preferred
Must be able to lift 25 pounds
Additional Salary Information: Low to mid $40Ks commensurate with experience
About Visit Raleigh
Visit Raleigh, also known as the Greater Raleigh Convention and Visitors Bureau (CVB), is the official and accredited destination marketing organization (DMO) for all of Wake County, North Carolina.