GREATER RALEIGH CONVENTION AND VISITORS BUREAU
Destination Services Coordinator
OVERVIEW:
The Destination Services Coordinator is an entry level position in the Destination Services Department and provides administrative support and services to the services team. The team’s two primary functions are:
- Event servicing – using the event planning process to better engage clients with the destination and the resources of Visit Raleigh.
- Visitor servicing – read, assist in supporting the Visitor Information Manager and Visitor Information Center needs.
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 services team staff and 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 ways to assist the services team in accomplishing its mission.
- At the GRCVB, our workflow is based upon the meeting planner, visitors, and requirements of each other within our team which can change without much notice. Dependability, punctuality and flexibility in attendance is a must. Regular hours for the team are 8:30 a.m. to 5:00 p.m. Monday – Friday, but schedules can change quickly.
- This position is will be primarily on-site at our downtown Raleigh offices. Potential for some remote work may be possible after 90 days of employment.
- Occasional evenings or weekends may be required.
RESPONSIBILITIES:
- Provide a variety of support to the team for servicing meetings, conventions, and events. This includes all stages of the servicing process, turnovers, planning support including planning visit logistics, pre con meeting prep, production of welcome materials and assistance with welcome banners, posters and related items, prep of VIP gifts, post event surveys and related tracking, deliveries and errands related to group arrivals and department functions and more.
- Provide support to the Visitor Information Center manager including relief staffing if needed in absence of VIC manager or part time staff.
- Assist planners by looking for meeting space without overnight rooms, or planners who book directly with venues with event supplier service needs.
- Develop optimum proficiency in the use of the Simpleview CRM (Customer Relationship Management) database focusing on Destination Services team functions. Serve as the department “champion” for CRM training and application for the team.
- Using client profiles created by GRCVB sales team, supports team in tailoring services to the unique preferences and needs of incoming groups in consultation with our group marketing manager.
- Assist in coordination of the See For Yourself tours, department/interdepartmental meetings, Lunch and Learns, Quarterly Destination Services Meetings (CSM) as well partner meetings and visits.
- Maintain room nights pick-up reporting after meetings are over; contact host hotels, enter reporting in CRM, oversee API to coordinate pick up/ historical data flow into MINT+ system.
- Support the Visitor Information Assistant as needed to coordinate visitor information guide/map delivery service.
- Reporting functions to include destination services department input on monthly reporting; also assessing year end post event survey responses and summarizing for Visit Raleigh’s annual report.
- Oversee department’s inventory of promotional items, VGs, maps, welcome bags, banners, and signage. This includes monitoring the inventory of items in the CRM, as well as being the liaison to the warehouse for transferring materials stored there to be delivered to our offices.
- If the Destination Services department hires a part-time student intern, the Destination Services Coordinator will collaborate with the department to help manage the intern and ensure that the internship goals are successfully met for both the student and the department.
- Continually expand industry and local product knowledge. Maintain knowledge of the event and tourism industry by attending continuing education webinars and workshops, reading industry publications and networking. Continually learn and experience the destination and its assets including hotels, venues, attractions and event services suppliers.
- Serve on internal committees as time allows (example: DEI, Team Building, etc).
JOB-RELATED TRAINING AND EXPERIENCE:
- General working knowledge of CVB and meeting, convention and/or event planning.
- Education or experience in the tourism industry preferred.
- Existing or developing knowledge of the GRCVB website (visitRaleigh.com) especially the Visitor Information and Destination Services sections of the site, and GRCVB collateral materials.
- Advanced computer/typing skills, basic HTML skills and advanced proficiency required with Microsoft Word, Outlook, Excel and PowerPoint, virtual meeting resources such as GoToMeeting or Zoom, and the ability to learn and use GRCVB’s database system are all required.
- Ability to work well in a fast-paced environment.
- Must be able to work collaboratively with all colleagues across all departments.
- Enthusiastic team player, but also capable of working independently.
- Strong time, staff and client management skills.
- Superior organizational skills, strong attention to detail and ability to prioritize and manage multiple tasks. A large part of our work involves accurate conveyance of meeting planning and visitor information. You must know the Raleigh area tourism product, and provide it clearly and accurately to our clients, visitors, and partners.
- Excellent verbal, presentation, phone, and virtual communication skills.
- Knowledge of reading maps, directories, and routes to better inform visitors.
- High regards for providing stellar customer service.
- Excellent project management experience.
- As the position requires use of Visit Raleigh’s company vehicle and/ or personal vehicle, candidates must have a valid NC driver’s license (mileage reimbursement is given for personal vehicle use for approved business purposes).
- Ability to lift 15-35 lbs.
Non-exempt position
REPORTS TO: Director of Destination Services