Responsible for managing and coordinating the personnel and resources associated with the delivery of quality services to convention/event planners as well as visitors including convention services, housing, registration and the visitor information call center.
Primary duties and responsibilities include:
Lead and manage the Destination Services team by example, servicing convention and events, carrying out supervisory responsibilities including hiring of employees, training, mentoring, assigning and directing staff work and responsibilities, appraising performance, rewarding and counseling employees, addressing complaints, troubleshooting and resolving problems.
Manage all personnel, resources and department budgets to achieve department goals as well as customer satisfaction.
Develop marketing plan and establish departmental goals annually.
Identify national and local industry trends.
Collaborate with the senior leadership team to build cross-departmental relationships,
Perform administrative duties such as hiring, training and reviewing. Direct policy and services provided by the department. Guide department personnel toward personal and departmental growth.
Evaluate, improve and update day to day operations with recommendations for processes, new equipment and software.
Develop and implement policies, procedures and protocol to effectively transfer meeting, convention and event business from Convention Sales to Convention Services once booked definite for Louisville.
Support directors/managers in servicing annual and high-profile conventions/events.
Develop strong and positive working relationships with the Kentucky Venues leadership team, local hotel leadership and staff along with other community leaders to support the services mission and ensure a positive experience for planners and attendees.
Serve on appropriate boards, task forces and committees.
Serve as a liaison with city agencies
Oversee management of all services provided: convention, housing, registration, city concierge and the call center.
Attend Commission meetings and other related meetings as required and represents the LCVB in the community.
Serve as a member of the Senior Staff team, providing support to the President/CEO by assisting in the formulation and administration of organization policy.
Assist the Executive Vice President, President & CEO and other Departments on special projects as required.
Develop and maintain relationships with annual accounts.
Requirements and qualifications:
Bachelor’s degree in a hospitality/business discipline or equivalent work experience.
10+ years in customer service management, preferably with 4+ years of director-level experience.
Excellent communicator with superior verbal, written, interpersonal, technical and presentation skills.
Ability to think critically, analyze and problem solve in a fast-paced environment, and improve processes.
Strong customer service orientation.
Ability to remain calm under pressure and resolve challenges.
The Louisville Convention and Visitors Bureau is charged with enhancing Louisville's economy through tourism — to position and sell our community worldwide, in partnership with the public and private sector, as a premier destination for conventions, trade shows, corporate meetings, group tours and individual leisure travel. The Bureau is a Kentucky-based qausi-government entity comprised of 60 full-time employees with an operating budget of approximately $18 million.