The Pursuit of Happy

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JOB TITLE: Destinations Services Manager

Exempt (Y/N):         Y

DEPARTMENT:       Services

SUPERVISOR:        Mary German

PREPARED BY:     Chief Operations Officer                                   

DATE:                    2/14/2019

APPROVED BY:      SVP of Finance and Administration                                              


SUMMARY: Under general direction, Destination Services Manager will plan and implement destination services provided by the Arlington Convention & Visitors Bureau (CVB) for all groups. This position assists the Chief Operating Officer (COO) with developing the Client Services budget and Destination Marketing, and Business Plan Priority Actions for Client Services and the CVB staff

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; compliance with employee handbook also required. Other duties may be assigned.

  • Commit to fostering the ACVB TEAM first environment and our culture, by following our core values: we own it (commitment), we lead (Strategic), we win (Results-Driven) and we celebrate (Passionate).
  • Provide client services to groups (meeting, convention & leisure travel) with definite booking for the Arlington CVB as well as groups booked directly with hotels (when appropriate).
  • Maintains liaison with meeting planners and service providers to ensure success of conventions/meetings and adheres to the Department’s Services Policy for servicing meetings
  • Facilitate all requests for group transportation using the Arlington Trolley system and other transportation providers as needed.
  • Assist in the sales process for pending business by providing service presentations during site visits, meeting with clients, as well as providing any necessary planning assistance prior to contract signing.
  • Arranges pre-and post-conference meetings for clients as needed.
  • Participates in and assists with coordination of Familiarization (FAM) tours and other events as needed.
  • Create Convention Alert for all citywide and notable conventions.
  • Monitor inventory and work with marketing department to update services collateral.
  • Handle inquiries for collateral materials available to meeting planners and visitors for promotional purposes to promote Arlington.
  • Help increase conference attendance by providing pre-promotional conference assistance to meeting planners
  • Work along with the Marketing Department to utilize social media channels to promote attendance and engage with attendees prior to and during their event
  • Engage partners to ensure we are providing the best resources and newest venues to meeting/event customers
  • Connect local charitable organizations with meeting planners in order to provide CSR opportunities for convention attendees
  • Maintain 95% satisfaction rating on CVB customer service evaluations
  • Develops and maintain relationships in professional associations within the hospitality industry such as Event Service Professionals Association (ESPA).
  • Directs clients to work with third-party housing and registration service companies as needed.Act as a liaison between the housing and registration provider, convention planner, hotels and COO. Provide housing reports as required.
  • The Services Manager coordinates the volunteer services program for group sales and works with the community on developing corporate responsibility programs.
  • Coordinate on-site convention representative for information desk/registration and order materials as necessary.
  • Works with COO and Sales Team to build strong relationships with area stakeholders including local schools and civic organizations.
  • Develops creative and innovative ideas to promote the department and drive the organization’s goals and objectives.
  • Handle inquiries for meeting space through internal and external sources (i.e. Cvent, MINT etc.)
  • May be required to perform administrative duties as assigned.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      SUPERVISORY RESPONSIBILITIES: No supervisory responsibilities are associated with this position


Solid skill level in terms of all software specifically associated with the Microsoft Office package; Outlook, Word, Excel and Power Point.  Ability to quickly become familiar with and utilize the Bureau’s Database System (Simpleview.)

EDUCATION and/or EXPERIENCE: Knowledge and skills may be demonstrated by a Bachelor's Degree in Marketing, Public Relations, Hospitality Management, Business Administration or related field with three years specific actual experience in similar functional duties at a comparable level of responsibility, or any equivalent combination of education and/or experience.


  • ability to read and interpret documents and manuals
  • ability to communicate effectively in front of a group of people is required
  • a common second language, both in speech and writing, such as Spanish, would be considered a plus
  • ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
  • ability to compute rate and percent
  • equipment such as computers and calculator are provided


  • ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form


Possession of a valid Texas Operator's License, Class C.  Travel is minimal and local - should never be overnight unless an opportunity occurs for educational opportunities out of the general region.

An occasional event / festival (maybe two a year) might require the applicant’s assistance in the evening at the festival.  This is a new responsibility with the Bureau and requirements will be different for each festival, but will be discussed with the applicant ahead of time to determine their ability to work this into their personal schedule (as paid, not volunteer).


PHYSICAL DEMANDS: The 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.


While performing the duties of this job, the employee is regularly required to stand; walk; use hands to handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to sit and stoop, kneel, crouch, or crawl.

The employee may be needed to lift or move up to 25 lbs

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually low to moderate in most cases


Equal Opportunity Employer



The ACVB has a customer-centric, results-oriented and family and partner-friendly work environment with medium to heavy-demand periods. The organization’s mission is to build and market Arlington, Texas as a premier destination. Interested persons should send a resume and cover letter to Human Resources at