Explore Asheville

Group Service Manager – Explore Asheville

Full-time
Explore Asheville

Job Title:                    Group Service Manager

Reports to:                Vice President of Business Development

Department:               Group Sales

FLSA Status:             Exempt  

Position Summary:

This is a newly created role for Explore Asheville Convention & Visitors Bureau (Explore Asheville).  The Group Service Manager leads and provides strategic direction for group service within the group sales department.  This role is responsible for developing, managing, and implementing strategies, projects, products, and experiences with the goal of improving the quality of service-related experiences.  The Group Service Manager position requires productive engagement with meeting and event planners and other external stakeholders and provides service to group planners for scheduled events in Asheville.

Essential Duties & Responsibilities:

Group Service

  • Responsible for providing exceptional customer service to meeting and event planners, sourced through the group sales department.
  • Responsible for maintaining and executing the “Exclusive Services Program,” as defined and approved by the VP of Sales.
  • Maintain knowledge of industry trends to assist in the development of new Exclusive Services.
  • Responsible for the development and implementation of a platform for meeting and event planner feedback.
  • Responsible for developing and overseeing the group service amenity program.
  • Provide local contacts conducive to meeting planner needs, coordinate welcome addresses (as requested by planners) of City officials, generate welcome letters when requested, and coordinate site inspection visits when requested.
  • Lead and/or assist with the execution of “signature” events, as assigned by the VP of Sales.
  • Represent Explore Asheville at industry tradeshows and functions, as requested by the VP of Sales.
  • Develop and manage annual budget for Convention Servicing.
  • Maintain confidentiality of management discussions, interdepartmental correspondence, database information, and other sensitive data.

Team Leadership

  • Accountable for the day-to-day workload and contribute to a cohesive, effective, and accountable team in alignment and consistent with Explore Asheville’s values. Actively participate in team meetings and initiatives.
  • Lead and/or participate in meetings/planning/initiatives to support strong workplace culture and successful performance/execution of organizational strategy. Elevate and solve issues, support change, and ensure the maintenance of productive processes.
  • Represent Explore Asheville/BCTDA at meetings and industry functions and before the public. This may include making presentations to a wide range of groups.

Other Responsibilities:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.  There may be times where this position is asked to help other team members with their work, completing tasks outside of this description.

Qualifications:

  • Bachelor’s degree with a minimum of 3 years of experience in administrative support and operations. Preferred degree in Public Administration, Business Administration, Hospitality, Tourism, Communications, or other related field -OR- any combination of education, coursework, and/or technical training necessary to meet position requirements.
  • Required experience in Simpleview or similar CRM.
  • Appreciation for Buncombe County’s tourism community.
  • Must be able to use sound judgment and discretion.
  • Well-organized, self-motivated, and comfortable in a fast-paced environment.
  • Proficiency in Microsoft Office Suite.
  • High attention to detail.

Physical Environment & Working Conditions:

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Work involves working alone on the computer, collaborating as part of a team, or working closely with others by computer or over the phone.
  • Most work tasks are performed indoors.
  • Must be able to sit or stand at a desk for up to 7.5 hours per day.
  • Requires grasping, writing, being mobile, repetitive motions, listening and hearing ability and visual acuity.
  • Attendance of outside work functions after hours are required.
  • Position is expected to spend time in the community on a regular basis.

Travel:

Some local travel, generally within Buncombe County, is required, but not extensive. Must have a valid driver’s license, current automobile insurance and own or have access to an automobile when needed. 

EEO Statement:

Explore Asheville provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Explore Asheville strives to be an inclusive and equitable organization.  We are actively seeking a diverse pool of candidates from a variety of abilities, backgrounds, and cultures.

About Explore Asheville:

The Buncombe County Tourism Development Authority (BCTDA) oversees the work of the Explore Asheville Convention & Visitors Bureau, which develops and carries out advertising, marketing, public relations, and group sales plans to inspire leisure and business travelers to visit Asheville and Buncombe County.  In 2021, the BCTDA adopted strategic imperatives that are informing and guiding the direction of Explore Asheville’s program of work and community investments going forward.  These strategic imperatives include:

  • Deliver balanced recovery and sustainable growth
  • Encourage safe and responsible travel
  • Engage and invite more diverse audiences
  • Promote and support Asheville’s creative Spirit

In addition, the Explore Asheville staff has adopted and embraced the following core values:

  • Innovate & Evolve – We seek out new ideas and are open to change.
  • Leadership & Collaboration – We focus on the truly important priorities to make the most positive impact.
  • Equity & Empathy – We respect and embrace differences recognizing real progress requires inclusion.

What we offer:

Explore Asheville offers a competitive benefits package that includes a Paid Time Off program with 18 days to start, 11 annual paid office holidays, employer-subsidized medical insurance, employer-provided dental, life, STD and LTD insurance, plus 401k with a company match, and employee wellness benefits.

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