Director, Destination Services

Experience Columbus•Columbus, OH

1d•$100,000 - $120,000•Onsite

About The Position

Experience Columbus is the destination marketing organization for the city of Columbus, which is the 15th largest city in the United States and one of the fastest growing cities in the Midwest. Our team is comprised of passionate, smart staff members who are proud to amplify the Columbus community and the amazing people, developments and businesses in our city. Just like the community we serve, Experience Columbus team members are open-minded, hard-working, and welcoming. Beyond our forward-thinking professional development and flexible policies, we’re proud to be a progressive, vibrant, and uplifting workplace. Every day, the team strives to live out each of the organization’s core values: Value the Voices, Take It On, Live Your Passion, Create Moments and Think Forward. We incorporate these into daily responsibilities and meetings, and they’re crucial to our organization’s interactions with partners and community members — we honor our past and are always looking to the future. The Director, Destination Services leads the strategic direction, delivery, and innovation of Experience Columbus’ convention and event services. This role champions excellence in customer engagement, working closely with meeting planners, attendees, community stakeholders, and industry partners to create exceptional, memorable experiences that position Columbus as a premier convention destination. As a key leader in the Destination Experience team, the Director manages convention groups, oversees a team of Destination Services Managers, develops best-in-class service strategies, and ensures seamless collaboration across internal departments and external partners. This role also plays an integral part in aligning service offerings with organizational goals, community priorities, and client success.

Requirements

Experienced in the following areas (7 years of experience through education, work experience or a combination of both):
Proven ability to develop and implement strategic service initiatives that drive client satisfaction and business growth.
Experience leading, mentoring, and managing a high-performing team, providing guidance, performance feedback, and professional development to ensure successful execution of goals.
Strong project management skills, with the ability to balance multiple priorities and deliver results on time and within budget.
Exceptional interpersonal, communication, and presentation skills; adept at building relationships at all levels.
Familiarity with Columbus’ hospitality and tourism landscape.
Demonstrates strong written and verbal communications skills.
Demonstrates flexibility and openness to new ideas, and different perspectives.
Demonstrates the ability to work independently but also can be a collaborative team member.
Demonstrates a strong commitment to fostering a culture of innovation and collaboration.
Demonstrates a strong commitment to Diversity, Equity, Inclusion and Accessibility.
Proficient in Microsoft Suite 365, Outlook, PowerPoint and Word, and related software.
Ability to work flexible hours, including evenings, weekends, and holidays.
Familiar with and advocate for the Columbus region.
Demonstrates a commitment to our company values: Value the Voices, Think Forward, Take it On, Create Moments and Live your Passion.
The organization requires all employees to obtain and maintain the Experience Columbus Insider (ECI) accreditation.

Nice To Haves

Experience in the hospitality, tourism and/or event management is a plus
Experience working with a Destination Marketing Organization (DMO) or hotel is a plus

Responsibilities

Strategic Leadership & Team Development Lead, coach, and inspire a team of Destination Services Managers, fostering professional growth and high performance.
Design and implement a strategic plan to elevate Columbus’ reputation as a top-tier convention services destination.
Partner closely with Sales and Marketing teams to align desitination experience strategies with business development goals, ensuring a cohesive brand message, enhanced visitor journey, and increased conversion of leads into booked business.
Act as a thought leader and subject matter expert in destination services at the local, regional and national level.
Promote a culture of innovation, collaboration, and continuous improvement across the Destination Services team and community.
Represent Experience Columbus at industry events, community functions, and partner engagements to strengthen relationships and expand influence.
Oversee the successful delivery of service support for conventions and meetings across all market segments.
Evaluate and enhance processes for account turnover from Sales to Services, ensuring a seamless client experience.
Serve as the primary point of contact for high-profile convention groups, managing complex client relationships and representing Experience Columbus on planning committees.
Guide the development of customized service plans and resources to exceed client expectations and drive repeat business.
Support sales efforts through site inspections, pre-planning meetings, and client visits.
Monitor and report on service activities using Simpleview tools, identifying trends and opportunities for improvement.
Develop creative and effective attendance-building initiatives to drive convention participation and engagement in Columbus.
Collaborate with the Marketing team to deliver tailored collateral, digital content, and campaigns for key clients.
Attend prior-year conventions as needed to promote Columbus and encourage future attendance.
Partner with local organizations, businesses, and vendors to curate unique attendee experiences that showcase Columbus’ assets.
Coordinate citywide welcome programs, signage, lighting, and other initiatives that enhance the convention experience.
Act as a liaison with local, state, and national meetings and convention industry associations.
Directly supervises and supports a team of 4 employees.
Supports recruiting, hiring and onboarding team members.
Sets clear goals and expectations; monitors performance and outcomes.
Conducts performance reviews and addresses performance issues as needed.
Manages schedules, workloads, and priorities to ensure efficient operations.
Partners with leadership and cross-functional teams to achieve department objectives.
Ensures compliance with organizational policies and employment practices.