JOIN OUR TEAM

About Discover Kalamazoo:
Discover Kalamazoo is the official destination marketing organization for Kalamazoo County, dedicated to promoting the vibrant community, rich culture, and unique attractions that make Kalamazoo a must-visit destination. Our team of passionate professionals works tirelessly to inspire both visitors and residents to explore all that Kalamazoo has to offer, from its thriving arts scene to its world-class museums, breweries, and outdoor adventures.

Position Summary:
The Group Services Manager works under the general supervision of the Director of Business Development to support Discover Kalamazoo's mission through service support for incoming meetings, sports groups, and events. This position is instrumental in increasing visitor spending and generating positive promotional exposure for the region by ensuring excellent customer service and successful event execution. The Group Services Manager collaborates closely with the sales, destination services, and marketing teams to foster repeat business and provide an exceptional guest experience.

Essential Functions:
• Provide services, including understanding group needs, developing servicing plans, and executing these plans with the support of the Business Development Coordinator and the Destination Services Team.
• Oversee all duties related to securing excellent visitor experiences by assisting meeting planners and event organizers while consistently evaluating services based on Economic Impact Calculation (EIC) and visitor spending data.
• Ensure all agreed-upon services and commitments are executed within the established budget.
• Gather and assess client feedback by conducting post-event follow-up, distributing surveys to meeting planners, and analyzing responses to improve future services.
• Support developing and measuring meetings, sports, and event market strategies, particularly regarding services.
• Improve and maintain CRM systems by accurately creating/tracking all servicing traces, service requests, and commitments.
• Lead pre- and post-event planning meetings to coordinate service timelines, ensure all commitments were met, and identify areas for improvement in event execution.
• Build strong relationships with local hospitality partners, meeting planners, and sports event organizers, addressing their needs and concerns promptly and professionally.
• Assist the Meetings Market and Sports Sales Teams.
• Establish key metrics and performance indicators in collaboration with the Director of Business Development, and lead the annual business review process to evaluate and enhance service strategies across meetings, sports, and event markets.

Minimum Requirements:
• Bachelor’s degree in marketing, communications, hospitality, or a related field, or equivalent education and experience.
• 1-3 years of experience in related fields, including sales and customer service.
• A valid driver’s license.
• Strong, clear communicator with excellent interpersonal skills; proven ability to effectively communicate and influence partners at all organizational levels.
• Demonstrates a sense of urgency, prioritizes well, shows energy, responds to opportunities, instills urgency in others, and meets deadlines.
• Must be able and willing to travel up to 5-10% of the time.
• Ability to work evenings and weekends as required.
• Excellent computer skills, including proficiency in MS Office applications and the ability to learn CRM software.
• Strong organizational and multi-tasking skills, with the ability to maintain strict confidentiality.
• A self-starter with excellent critical thinking ability, creative problem-solving skills, and sound judgment.

Preferred Requirements:
• Familiarity with the Kalamazoo area, including local businesses and the hospitality industry.
• Certified Meeting Professional (CMP) designation.
• Experience working with CRM systems or in destination marketing organizations.
• Ability to speak and understand languages other than English.

Physical Demands:
This position requires the ability to stoop and lift items weighing up to 25 pounds. It also involves repetitive motions such as bending and reaching. Frequent use of hands and fingers is necessary to handle, feel, or operate equipment, along with regular reaching with hands and arms. Occasionally, the role will require lifting, moving, carrying, pulling, and pushing objects while in various positions, including sitting, standing, climbing, or walking. Additionally, specific vision capabilities are essential, including close and distance vision, peripheral vision, depth perception, and the ability to adjust focus as needed.

Work Environment:
The work environment for this position is primarily in a general office setting where lighting and temperature are adequate and no hazardous conditions are present. Regularly, the role involves working at large gatherings, both indoors and outdoors, with exposure to various climate conditions and large crowds. Temperature conditions vary based on the time and location, and the noise level is typically moderate or conversational.

Schedule:
This position primarily requires availability from Monday to Friday; however, weekends will be required based on business needs and special events. A flexible remote work hybrid schedule is available, with certain days required in the office to ensure team collaboration and support for in-person operations.

Alignment with Our Values:
At Discover Kalamazoo, we are looking for individuals who align with our core values and can embody them daily:
• Outstanding Ambassadors: We are passionately proud of our community and strive to represent it with operational excellence.
• Diversity and Inclusion: We commit to equity, recognizing that it is the foundation of diversity and inclusion. We aim to reflect the diversity of our community and visitors to ensure all feel valued and welcomed.
• Contagious Positivity: We maintain a positive attitude, acting with positive intent and assuming the same of others. Our cups are always half full.
• Growth Mindset: We are curious and courageous, encouraging ourselves and each other to try new things and not fear failure.
• Integrity and Empathy: We operate with honesty, transparency, and ethics. We care deeply about our team's well-being and treat everyone with dignity and respect.

It is essential for all team members to understand these values and live them in their daily interactions and work.

Compensation:
The salary for this position is between $45,000 and $50,000 annually, based on experience, with the potential for a performance bonus.

Benefits:
Discover Kalamazoo offers a comprehensive benefits package designed to support our team members' well-being and professional growth. This includes comprehensive health insurance (medical, dental, and vision), generous paid time off (PTO) starting at 19 days per year, parental leave, short- and long-term disability insurance, and a cell phone reimbursement program. We also provide opportunities for professional development with tuition assistance and wellness reimbursements to encourage a healthy lifestyle. Additional benefits include a pet-friendly main office and support for nursing mothers. Our benefits reflect our commitment to fostering a supportive and inclusive work environment where all team members feel valued and empowered.

Equal Opportunity Employer:
Discover Kalamazoo is an equal opportunity employer that fosters a diverse and inclusive workplace. We provide reasonable accommodations to qualified individuals with disabilities to ensure full participation in the hiring process and all aspects of employment.

To Apply:

Please send resume and cover letter to Brian Persky, Director of Business Development via e-mail at: bpersky@discoverkalamazoo.com by no later than Friday, December 6, 2024.