Customer Service and Support, Hospitality, Travel, Tourism, Meetings/Expositions/Events
4 Year Degree
As a member of the Convention Services team, this position will manage key responsibilities in assisting clients in the successful production of their meeting by working as a key contact once Baltimore has been selected as the meeting location. Provides all aspects of logistical and attendance building, assistance and quality service to meeting coordinators from the planning stages to the completion of their meeting as well as communication to the hospitality community. Leads the team effort in developing and executing effective and experiential site visits for Convention Sales and Services team. Works assignments as directed by the Director of Sales and Services and/or the Associate Director of Convention Services.
Essential Duties and Responsibilities:
Responsible for servicing convention groups as assigned by the Director of Sales and Services and Associate Director of Convention Services;
Responsible for acting as the primary liaison between the customer and Visit Baltimore to offer and coordinate all aspects of our convention service program;
Establishes and maintains excellent relationships with member organizations and the community in general. Partners in increasing Baltimore’s share in convention sales and services. Acts as a liaison with local member firms offering products or services to meeting planners. Maintains contact with members to facilitate client requests and how to best collaborate to showcase the city on site visits. Attends necessary meetings and site visits of properties with new and current members and maintains a good working relationship with hotels, venues and members;
Meets with meeting planners to discuss convention needs and services. Attends pre-convention meetings at client’s discretion as well as acts as a back-up for trips scheduled for Director of Sales and Services and Associate Director of Convention Services;
Offers and provides clients with pre-convention promotional materials (pamphlets, stickers, banners, slides, photos, videos, and information kits) to encourage attendance at the meeting/convention. Offers and provides meeting planners with on-site material so attendees have concise information during their stay in Baltimore. Processes invoice requests and invoices clients if required;
Coordinates all aspects of the welcome program (for qualified groups);
Works collaboratively with Director of Meetings and Conventions Marketing to ensure timely coordination and delivery of the attendee building platform, etc.;
Attends and participates in local host committee planning meetings with organizations that have definitely selected Baltimore for their meeting;
Processes requests to the Mayor and Governor offices for letters of welcome, appearance requests and/or proclamations. Acts as liaison between the Baltimore City contact and meeting planner;
Offers registration and housing services to clients and facilitates the introduction to the registration/ housing managers;
Offers and arranges for use of the convention center concierge desk located in the Baltimore Convention Center;
Generates convention resumes on all city-wide groups in accordance with acceptable timelines and communication guidelines;
Serves as the lead contact with Sales and Services team to create and maintain unique and experiential site inspections to exceed customer expectations and boost business for Baltimore for both the Sales and Services teams.
Assists Director of Sales and Services and Associate Director of Convention Services in budget process;
Works closely with other department managers in the organization to ensure communication and coordination of efforts; complies with company policies and procedures with members of the Services department; makes contributions as a member of the management team to further the mission and the goals of the entire organization;
Any other duties as assigned by the Director of Sales and Services and/or Associate Director of Convention Services.
Bachelor’s degree and 3+ years’ experience in the hospitality/tourism industry with particular emphasis on Convention Sales and Services, or equivalent combination of education and experience;
Must have superior customer service skills with the ability to communicate at all levels;
Must be able to work independently with the ability to receive instructions, prioritize and follow through on multiple assignments;
Proficient in Microsoft Office products to include Microsoft Word, Excel, PowerPoint and Outlook;
Strong organizational skills; ability to create logical and effective filing and tracking systems; excellent interpersonal skills;
Positive attitude, creativity, dependability and professionalism are a must;
Must have a flexible work schedule with ability to work evenings and weekends as needed;
Interested candidates should forward their cover letter, resume and salary requirements to email@example.com. NO PHONE CALLS PLEASE. Visit Baltimore is an Equal Opportunity Employer.