Position Title: Convention Services Manager
FLSA Status: Full-time Hourly Non-Exempt
Reports to: VP of Sales
Location: Spokane, WA (hybrid office)
Salary band: $57,000-$62,000 (based on experience)
About Visit Spokane
Visit Spokane is a non-profit Destination Management Organization (DMO). Our mission is to showcase the destination's full range of offerings to attract visitors while working to enhance the overall visitor experience. Visit Spokane is funded by lodging tax, Tourism Promotion Area (TPA) dollars, and partnership revenue. Through collaborative efforts, we market everything our region has to offer to fuel interest and drive economic impact through visitor spending.
About the Position
The Convention Services Manager (CSM), under the direction of the VP of Sales, will work with organizations planning conferences in the region on all their conference needs. They will serve as a liaison between the meeting planner and Visit Spokane members/partners and regional municipalities, providing individualized services and referrals. In addition, they will assist sales with special projects. Visit Spokane is currently a hybrid office. All local staff are required to work in-office a minimum of 2 days a week. There will be times when the nature of the workload or special projects require more days in-office.
Essential Duties and Responsibilities
- Work closely with external meeting planners for assigned groups to ensure their events are successful. Maintain communication with planner clients throughout the planning process to provide the necessary resources, including pre-promotion and other promotional needs, unique venue options, partner leads, special event ideas, e-marketing, on-site staffing, materials, etc.
- Provide meeting planners with access to our attendance-building marketing materials. Be proactive with clients, anticipate their needs, and provide solutions for their concerns. The creation of custom attendance-building resources may be appropriate depending on the group. Travel may be required for attendance promotion.
- Send service leads to member businesses for specific needs/services on behalf of meeting planner clients.
- Send meeting planner clients referrals upon request.
- Prepare and distribute convention resumes.
- Schedule registration clerks for conventions as needed.
- Distribute post-event surveys to convention groups and venues and ensure they are returned for all assigned conventions. Strive for excellent scores and feedback from meeting planner clients.
- Gather actualized room pickup from contracted hotels and records within our CRM database. For groups with promised rebates and strategic funds, the CSM is responsible for reporting pickup information to Spokane Public Facilities District to ensure that the way the funds are processed aligns with the contracts.
- Ensure that meeting planner clients feel that the business they represent is valuable. When possible, work to obtain referrals for other future conventions, testimonials for Spokane, and repeat bookings.
- Track client communications, record data and expenses, and submit giveaways and literature orders within our CRM database.
- Work closely with sales managers to ensure a smooth sales-to-services turnover.
- Assist with coordination and attend sales site visits to present services offered when appropriate.
- Assist with the coordination of planning visits. This includes arranging accommodations and securing appointments with off-site venues, hotels, area attractions, local member vendors, conducting city tours, etc.
- Assist with coordinating sales and services travel and tradeshow participation when requested.
- Assist with the coordination of sales client events when requested.
- Work with Visitor Services to fulfill requests for visitor literature. Attend local events and community activities to increase awareness of Visit Spokane and its services.
- Give public presentations to educate individuals and groups about Visit Spokane and our services.
- Build relationships with hotel counterparts, the convention center, city representatives, airport staff, Spokane Sports, and key community members connected to meetings and conventions.
- Work closely with the Partnership & Engagement department to prospect, develop, and enhance relationships with local businesses.
- Maintain knowledge of the region's assets through research, following relevant social media channels, touring new venues, visiting attractions, and dining at new restaurants.
- Stay abreast of industry trends and suggest new and innovative services and ways to market those services
Duties, responsibilities, and tasks may be modified or assigned as needed, with or without prior notice.
Position Requirements
To perform this job successfully, an individual must be able to satisfactorily perform each of the above essential duties. The requirements below represent the required knowledge, skill, and ability. Reasonable accommodation may be provided to enable individuals with disabilities to perform job functions.
Education and Experience
A bachelor's degree with an emphasis in Hospitality, Marketing, or Sales is preferred and/or at least four years of relative experience.
Computer Skills
To perform this job successfully, an individual should have knowledge of and experience working with Microsoft Office suite and be familiar with CRM databases.
Certificates, Licenses, or Registrations
Must have a valid driver's license and maintain a clean driving record.
Personal Characteristics
Excellent written and oral presentation skills. Must be passionate about our region and excited about marketing it to our clients and visitors. Must have proven ability to work with diverse individuals and groups. Must be people-oriented, a team player while also being able to work independently, have high stamina/high energy levels, and be goal-oriented. Other important characteristics include problem analysis and resolution skills with exceptional analytical skills. Candidates must have high self-motivation, great attention to detail, solid communication skills, and thrive in a fast-paced environment. Ability to prioritize and manage multiple projects/responsibilities and people simultaneously while meeting stringent deadlines.
Physical Demands
An employee must meet the physical demands described here to perform the essential functions of this job successfully. While performing the duties of this position, the employee is regularly required to stand for long periods (i.e., representing Visit Spokane at tradeshows and receptions), sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard. Specific vision abilities required for this job include close vision requirements due to computer work. The employee will occasionally be required to lift and move up to 40 pounds. The ability to speak clearly and hear well when communicating over the phone and in person. The individual must be able to travel independently to domestic and international destinations via commercial airlines.
Adaptive Challenges
As a Convention Services Manager, you will navigate adaptive challenges that require innovative thinking, agility, and collaboration. These challenges include:
- Responding to Shifts in Client Needs: Adapting quickly to these changes
- Cross-Department Communications: Overcoming barriers between departments to foster open, transparent, and effective communication, ensuring alignment and smooth collaboration across functions.
Work Environment
The noise level in-office is moderate. The noise level at tradeshows, partner events, or conventions will be above moderate.
Supervisory Responsibilities
This position does not include supervisory responsibilities.