GREATER RALEIGH CONVENTION AND VISITORS BUREAU
Destination Services Manager
Job Description
The Destination Services Manager (DSM) is a mid-level manager in the Destination Services Department with the primary responsibility of being the go-to-person for meeting and event planners, providing them with essential information and assistance in coordinating their group’s needs with the available resources offered by the Greater Raleigh Convention and Visitors Bureau and its partners. This position is responsible for providing proactive service through promotional and attendance building programs and building strong relationships with meeting and event organizers aiming to make a positive impression that will entice planners to choose our destination for future events. DSM is expected to increase their local awareness through personal partner contact and visible presence in the community.
EXPECTATIONS:
- 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 (DDS) and appropriate staff updated with verbal and/or written reports.
- Represent the Bureau and the destination itself in a 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.
WORKING ENVIRONMENT:
This is a hybrid position with a combination of in-office hours and telecommuting
REPORTS TO: Director of Destination Services
FLSA Status – Exempt
RESPONSIBILITIES:
Administrative Duties
- Develop individual quarterly SMART Plans for administrative and DSM 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 database 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 database.
- Ensure customer service satisfaction goals are achieved by providing the Destination Services Coordinator (DSC) with a client list for distribution of post event surveys for assigned accounts and encouraging client response and future evaluation.
- Use the post event report to recap services provided to the client and sales manager for the assigned account.
- Participate in weekly department meetings, one-on-one meetings with DDS and bi-monthly staff meetings.
- Participate in and assist with planning for area Convention Services Manager (CSM) meetings.
- As needed assist with the delivery of Visitor Guides, maps and signage.
- Contribute to the compiling of the monthly Arriving Convention and Sports Group Alert for the DSC that is distributed via Tourism Talk by maintaining appropriate info in the database records for assigned groups. The purpose of this is to alert community partners that include restaurants, attractions, and facilities, etc. are prepared to welcome conventions and events.
- Assist the Marketing and Communications department with editing the Event Services Listings and Unique Meeting Sites Listings.
- Review current magazines, periodicals, newspapers, web sites, social media, and publications for activities and facilities of interest to our visitors and hospitality partners.
DSM Duties
- Service assigned meetings 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.
- 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 programming.
- Coordinate and, if necessary, accompany meeting planners and/or sales team on site inspections and/or planning meetings to preview Wake County hotels/facilities once they are booked.
- Deliver convention services presentation to groups, both local and national, including welcome presentations on an as needed basis.
- Facilitate pre-cons at the convention center or attend pre-cons at other Wake County facilities when necessary.
- Coordinate distribution of post evaluation survey with DSC to meeting 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.
- Be prepared to visit Meeting Planner on-site during meeting as needed.
- Other duties as assigned by Director of Destination Services.
Community Partnership
Assist with any GRCVB programs and initiatives including industry education and destination product training.
- Maintain knowledge of present and future event facilities, hotels and unique venues within the City of Raleigh and Wake County.
- Research and identify specific events and facilities in the Raleigh/Wake County area to offer services.
- Assist in working with local organizing committees for assigned groups as necessary.
JOB-RELATED TRAINING AND EXPERIENCE:
- Bachelor’s degree (preferred), Work experience may take the place of degree
- Excellent written communication/promotional writing/verbal communication skills
- Excellent customer service skills
- Attention to detail
- Proficient computer skills and knowledge of CRM applications and Microsoft Word, Outlook, Excel and PowerPoint Check with IT department to update specific programs (Teams, Planner, ChatGPT/AI, etc.)
- General working knowledge of social media platforms
- Event servicing experience preferred
- Experience in destination marketing organization, hotel or related hospitality field required
- General working knowledge of CVB, meetings and sports tourism industries required
- Knowledge of Raleigh/Wake County preferred