Established in 1982, as a 501(c)(6) not-for-profit corporation, Visit Baltimore is the official destination marketing organization for Baltimore. We are the marketing arm for the Baltimore Convention Center as well as for Visit Baltimore member businesses within the hospitality community. Visit Baltimore brings together the interests of the private sector, government, trade and civic associations and the Visit Baltimore members, in continuing to build the successful convention and leisure travel industry in the Baltimore area.
Mission: Visit Baltimore generates economic benefits for Baltimore City through the attraction of convention, group and leisure visitors, and works to provide a positive experience for all guests.
Values: Our day-to-day behaviors are the foundation of our workplace culture. Because of this, all our actions must come from a place of respect for ourselves, our colleagues, our customers, our community and our stakeholders. Grounded in a foundation of respect, we embrace the following values as the principal pillars of our culture:
We’re looking for candidates who are highly personable, always accountable and intentionally collaborative—with the proven ability to thrive in a matrixed organization that fosters a fast-paced, results-based work environment.
Manage the coordination and operation of housing services provided to Citywide groups from open to close. Responsible for successful communication with meeting planners to organize specific housing needs as well as with area hotels to fulfill these needs. Assist in managing the call center staff to ensure that reservations are properly completed with the highest level of customer service.
Essential Duties and Responsibilities:
Manage housing groups and work closely with the meeting planners. Operate as lead point of contact for all matters specific to the group;
Process reservations and rooming lists as needed;
Review history of event/room block to ensure current event is on course;
Attend weekly Services and Housing Meetings;
Assist the Sales and Services team with selling housing as needed;
Report final event numbers in monthly productivity housing report;
Send out Housing Surveys to Meeting Planners once conference is over;
Learn new updates and changes to Passkey system through training or webinars;
Work closely with Housing Managers to ensure that all aspects of the housing procedures are adhered to in order to provide optimum services to all housing partners;
Maintain a working knowledge of hotel community’s facilities, amenities and staff;
Manage room blocks and work closely with hotel contacts;
Oversee the process for duplicate reservations with Information Specialists;
Provide excellent customer service to all industry partners and convention attendees;
Maintain department’s overall filing system and office files at Visit Baltimore;
Coordinate all necessary mailings, materials for meetings and events, supply ordering and other projects related to the department;
Maintain basic knowledge of operations for the Baltimore Visitor Center, housing and leisure call center;
Work with Finance department to produce appropriate invoices, be knowledgeable on the payment status of each event and assist in communications if necessary;
Assist with phone calls when needed;
Attend group pre-cons and other group meetings when necessary;
Other duties as assigned by the Director of Housing & Call Center Operations.
3+ years’ hotel or group reservations, group sales, convention or event services experience; supervisory experience preferred;
Knowledge of hotel contracts and room block commitments;
Exceptional relationship management and customer service skills;
Attention to detail with strong organizational and project management skills;
Exceptional verbal and written communications skills;
Ability to solve practical problems and provide timely and effective solutions;
Ability to read, analyze and interpret housing reports;
Computer proficiency with Microsoft Office Suite and Passkey/Groupmax;
Ability to work independently and as part of team;
Flexible schedule with ability to work occasional evenings or weekends as needed;
Positive attitude, dependability and professionalism is a must.
Interested candidates should forward their cover letter, resume and salary requirements to firstname.lastname@example.org. NO PHONE CALLS PLEASE. Visit Baltimore is an Equal Opportunity Employer.
About Visit Baltimore
Visit Baltimore generates economic benefits for Baltimore City through the attraction of convention, group and leisure visitors, and works to provide a positive experience for all guests.
Visit Baltimore is the official destination marketing organization (DMO) for Baltimore. Established in 1982, we are a 501(c)(6) not-for-profit corporation.
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