Job Duties:

Virginia Beach is a diverse, vibrant, appealing community with a dynamic year-round tourism economy that serves the needs of local residents and visitors alike. The Virginia Beach Convention & Visitor’s Bureau develops and promotes Virginia Beach as a first-class, year-round destination that contributes to the quality of life and a diverse local economy. The Sales & Services Division’s mission is to drive new & incremental meeting and event opportunities of all sizes to the destination to maximize our hotel, convention center and City venues by creating compression in the marketplace; partner with local stakeholders to create positive guest experiences and loyal repeat and referral business for the City of Virginia Beach.

The Director of Destination Services is responsible for organizing, coordinating, and directing all operations within the Destination Services Department. Oversee both group and leisure visitors’ experience and services deliverables. Works with meeting planners to determine servicing requirements, marketing and on-site support, as well as employs tactics to help increase attendee engagement, both prior to arrival and while on site. Oversee all aspects of visitor experiences, ensuring positive interactions and promoting the destination. Serves as a liaison between the CVB, assigned groups and Bureau partners.

• Responsible for the overall operation of the Destination Services department within the Convention & Visitors Bureau.
• Manage department budget and action plans.
• Establish objectives and incentives for employees within the Destination Service department.
• Communicates convention calendar/resumes to community regarding dates, plans and attendance.
• Develop service promotion package to be sent to meeting planners of upcoming conventions, meetings and events.
• Responsible for providing services to city-wide, multiple facilities and single property events
• Assigns all departmental workflow and activities
• Delegate and direct destination service support staff to maximize productivity
• Ensures Destination Services departments’ timely response to service requests for small groups who may not come through the sales channel
• Develop others by mentoring, delegating responsibility and providing feedback
• Maintain knowledge and status of each group’s needs, commitments, housing requirements, transportation needs, etc.
• Client liaison to Marketing and Communications team, helping to promote meetings through attendance building.
• Assist the Destination Services team by checking in on groups when they are in town and following through the entire event to include weekends and evenings as necessary
• Coordinates the banner and signage program for citywide and other events as needed
• Maintain continual communication with Sales Managers as to the status of each booking.
• Maintain knowledge of present and future event facilities, hotels, event venues and the Virginia Beach Convention Center.
• Maintain positive relationship with VBCVB Partners and be familiar with services available. Send leads and referrals to assist partners/clients as needed.
• Act as extension of sales team to assist with the booking and re-booking process
• Attend out-of-town promotion trips for upcoming contracted groups as needed
• Oversee survey program to ensure client satisfaction with the Bureau as well as the community.
• Works with housing and transportation vendors. Maintain knowledge of transportation and housing procedures and guidelines.
• Troubleshoots problems and emergencies for confirmed clients and determines appropriate responses.
• Meet with potential clients during pre-planning site visits to assist in the success of their event booking in Virginia Beach.
• Ensure timely reporting in resources such as Simpleview and MINT databases.
• Lead cross-team meetings to maintain communication and ensure proper convention support and customer service is provided
• Oversee the promotional item inventory and distribution for all CVB departments
• Provide continuous training in all aspects of the Destination Services department to support conventions, meetings, events, and visitor services needs to both internal and external clients
• Oversees Visitor Center Manager to ensure they understand the organizations mission to be successful when assisting both leisure, convention, and sports visitors.
• Work with the Visitor Center Manager to build a volunteer database for destination services support.
• Coordinate city information desk for qualified groups with Visitor Services Manager. Determine which materials most closely suit the customer’s needs.
• Oversee the Mobile Visitor Center vans deployment throughout Virginia Beach with the Visitor Services Manager.
• Works with the Visitor Services Manager to ensure all Visitor Services employees, temp staff and volunteers a fully trained on all types of services offered and can carry out the duties assigned to them.
• Willing and able to drive the Mobile Visitors Center vans and able to work shifts if needed.
• Work collaboratively with other senior leaders and departments to support their efforts in accomplishing Company goals.
• Maintains departmental reporting for both destination & visitor services
• Assist in the hiring, orientation, and performance review of all employees within the Destination Service departments.
• Perform other duties as assigned.

Official City Job Description:

Working Conditions:

Minimum Requirements:

MINIMUMS: Any combination of education (above high school level) and/or experience equivalent to eleven (11) years in fields related to the convention and tourism industry which provides the required knowledge, skills, and abilities. SPECIAL REQUIREMENTS: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies.

Additional Requirements:


DMV Transcript: Required
CDL: Not Required
DOT History: Not Required
CPS Check: Not Required
Physical: Not Required
Respirator: Not Required
Polygraph Review: Not Required
Psychological Screening: Not Required


Attachments Required:

Preferences:

• Knowledge of SimpleView or similar CRM software
• Experience w/MS Office applications
• Experience with event planning or services
• Experience managing large events (2,000+)
• Experience in the hospitality industry
• Available to work a varied schedule
• Graduation from event mgmt. school or certified meeting planner (IAVM, CMP, etc)
• Exp with sales and marketing techniques
• Exp with Visitor Services
• Financial, budgeting, and procurement experience

Special Instructions:

• The application is the primary document used to screen for qualifications and years of experience; resumes and cover letters are not reviewed at this time. Please include entire job history on the application.
• This position is Alpha I and is required to work in excess of the normally scheduled days/hours during inclement weather (hurricanes/snow) and/or in response to short-term department needs, regardless of the City’s operational status.
• Must have or obtain a current and valid Virginia or North Carolina driver’s license in accordance with Virginia or North Carolina DMV driver’s license eligibility requirements.
• Must be available to work evenings, weekends, holidays, and overtime when required to meet operational needs.

• Please complete the application in its entirety and include your resume if required by the posting.
• Your responses to any "Supplemental Questions", if attached to this requisition, must be supported by the information you provide on your application and/or resume; or otherwise demonstrated during the hiring process.
• You will not be able to access the details of this job ad once the closing date has passed. If you would like to retain this information, please take a screen shot or print using your browser's printing capability.

V RS Contribution: All full-time employees are required to contribute 5% of annual salary toward their retirement account; in accordance with VRS retirement provisions. This will be handled through a pre-tax payroll deduction.

Drug Free Workplace: The City of Virginia Beach maintains a drug free workplace.