POSITION TITLE: Director, Client Services

DEPARTMENT: Client Services

REPORTS TO: Senior Director, Client Services 

PRIMARY OBJECTIVE:

The Director, Client Services is responsible for managing and coordinating all client needs up to and including the meeting dates in LA for their convention center or self-contained event.  The Director, Client Services also acts as an extension of the sales department during certain site inspections and acts as a housing lead when appropriate.
 
KEY PERFORMANCE MEASURES AND ACCOUNTABILITIES:

•    To effectively handle assigned client events by meeting all client needs and maintaining  high client satisfaction results
•    To effectively manage client and signature events including logistical and budgetary responsibilities for post-sale events
•    To effectively serve as an extension of the sales team during site inspections by demonstrating the value of LA as a destination for the client event and how LA can meet all of the client’s needs
•    To meet or exceed predetermined client services goals and objectives (e.g., number of special client events, number of site inspections, number of special projects, etc.)
•    Assist client in managing their event in LA including arranging hotel contact, transportation contact, welcome letter from Mayor’s office, finding sponsors for special functions, providing maps and brochures about LA, helping the client selecting venues, etc.
•    Manage the relationship with the client before, during and after the event and communicate internally within LA Tourism the nuances of the show manager
•    Develop relationships with the client early in the process by attending the client’s convention or event one year prior and introducing them to LA and its offerings
•    Assess the need for housing services and up sell GroupMAX to customers and provide group block housing for citywide conventions
•    Meet with the client regularly during the Pre-Con process to know and understand every detail of their needs (e.g., requirements for VIP amenities, booth, food,  and beverages, etc.)
•    Meet with the client after the event during the Post-Con process and discuss the experience as a whole.  Determine strengths and weakness of the client services team and LA as a city 
•    Act as liaison between client and LA INC. members, create a client resume (i.e. a profile of the client’s needs) to introduce the client to members prior to the event or convention, and facilitate the use of member products and services by the client
•    Organize site inspections for clients when sales team is unavailable for the inspection (e.g., book hotel, arrange transportation, etc.)
•    Accompany clients during site inspections and serve as their guides throughout the City to focus the client’s attention on how the City can effectively meet their event needs
•    Partner on signature events for high profile clients whose business has the potential to greatly increase the revenue of the city as needed to demonstrate the grandeur of LA to high revenue stakes clients
•    Present LA at different trade shows and promotional events to expand the knowledge of LA and its offerings to many potential clients as needed
•    Coordinate special projects and pre-promotions to include inviting qualified clients, choosing the event site, suggesting the menu, organizing transportation, managing the budget, etc.
•    Participate in orientations for new LA Tourism members to make them familiar with LA Tourism’s services
•    Maintain excellent relationships with key member stakeholders and colleagues
•    Partner with the Sr. Director, Client Event Marketing & Tradeshows
•    Effectively manage special projects (e.g., execute concessions for a citywide convention, etc.)
•    Develop key relationships with assigned accounts. Stay in close contact with clients on an as needed basis and target establishing long term relationships with the clients 
•    Maintain effective relationships with sales counterparts to ensure smooth client transition from Sales to Client Services

KEY SKILLS AND KNOWLEDGE:

•    Bachelor's degree (B.A.) from four-year college or university
•    3 - 5 years experience in any or combination of Hotel operations experience (e.g., basics of housing, room pick-up, meeting space, some food and beverage, etc.) to know what different hotels offer and how those offerings can be aligned to the needs of the client
•    Tourism experience to understand the needs of the clients and how they can be satisfied with LA offerings
•    Customer service and housing experience managing group blocks a plus
•    Excellent social and professional skills
•    Effective communicator and listener
•    Good organizational skills to keep track of large groups (convention groups often 25,000 – 30,000 visitors) and their needs
•    Ability to multi-task
•    Strong attention to detail
•    General tourism industry and destination knowledge
•    Thorough knowledge of LA and its offerings
•    Thorough understanding of housing operations and procedures
•    Deep passion for the work and for promoting LA and its offerings
•    Basic budgeting/finance knowledge
•    Possess a Certified Meeting Planner certification (CMP) (Optional)

APPLICATION PROCESS:

Please submit resumes to:
Antoinette Lara
Director of Human Resources
[email protected]