Client Services Manager Full time, Permanent Post To support Visit Belfast s ambitious business development plans to drive further tourism growth to the city & region, we have an exciting opportunity for a Client Services Manager to join the team. Reporting to the Head of Business Tourism, you will be responsible for co-ordinating and supporting the delivery of inbound conferences and business events to Belfast by providing destination management support for Visit Belfast clients on all aspects of delivering their conference, meeting or event in the city. Please see the full job description and specification on page 4 for further details. Notes to Applicants Completed and signed application forms must be completed in either typed or black ink (soft copies of application forms, i.e. faxed or emailed, will not be accepted). Please complete and return your equal opportunities monitoring form with your application in a sealed envelope. Attach additional pages only if you require more space. Please do not alter the formatting of the application form. CVs, cover letters and supporting documents will not be accepted. Applications received after the deadline will not be accepted. Applications should be returned by 12 noon, Monday 26th March 2018 to: Catherine Williamson Human Resources Visit Belfast 9 Donegall Square North Belfast BT1 5GB Visit Belfast is an equal opportunity employer March 2018 Visit Belfast 9 Donegall Square North Belfast BT1 5GB Northern Ireland T: +44 (0)28 9023 9026 F: +44 (0)28 9024 9026 E: reception@visitbelfast.com visitbelfast.com Leisure Tourism Business Tourism Visitor Information Visitor Information T: +44 9024 6609 F: +44 (0)281 9031 2424 E: info@visitbelfast.com Visit Belfast is a trading name of Belfast Visitor and Convention Bureau Limited (NI 034953). Registered Office: 9 Donegall Square North, Belfast BT1 5GB
Bringing the World to Belfast Incorporated in 1998, Visit Belfast is a public / private sector tourism partnership funded and supported by Belfast City Council (BCC), Tourism Northern Ireland (TNI), Invest Northern Ireland (INI), Lisburn and Castlereagh City Council (LCCC), Ards and North Down Borough Council (AND), strategic partners, Translink, Belfast One, Diageo Northern Ireland, Victoria Square and Value Cabs and corporate partners Hastings Hotels, Belfast Waterfront & Ulster Hall and Titanic Belfast, and over 500 industry partners. Visit Belfast is the city region s Destination Marketing Management Organisation (DMMO) dedicated to marketing Belfast as a city break, conference, day trip and cruise ship destination. It also, in its visitor servicing role, manages the operation of three gateway Visitor Information Centres (VICs) and a range of visitor servicing initiatives. Visit Belfast represents over 500 tourism businesses and services representing all aspects of the visitor experience. Visit Belfast s core purpose is to create and service visitors for Belfast and Northern Ireland in order to generate an economic benefit for the city region, creating jobs and wealth. Visit Belfast s marketing and sales activity has delivered over 350m to the local economy in the last four years. Our relationships and engagement with our tourism partners is key to the ongoing success of Visit Belfast and central to delivering our tourism, marketing and sales plans for the Belfast City Region. More information about Visit Belfast can be viewed here About Us and here Annual Review. Location Visit Belfast s head office and the Visit Belfast Welcome Centre (VBWC) are located at 9, Donegall Square North, Belfast, BT1 5GB. Visit Belfast also operates Visitor Information Centres (VICs) at George Best Belfast City Airport (GBBCA), Belfast International Airport (BIA) and pop up information desks off-site, for example, on cruise ships or during conferences and events. Visit Belfast also has a satellite office in London. Travel both inside and outside the UK will form part of your job. 2
Organisational Structure 3
Job Description POSITION: DEPARTMENT: REPORTING TO: Client Services Manager (Permanent, Full Time) Business Tourism Department Head of Business Tourism SALARY RANGE: 26,968 to 36,242 PURPOSE: To co-ordinate and support the delivery of inbound conferences and business events to Belfast. Providing destination management support for Visit Belfast clients on all aspects of delivering their conference, meeting or event in the city. As the key contact for out-of-state conferences, meetings or events coming to Belfast, the Client Services Manager is responsible for overseeing and developing the client relationship with Visit Belfast, the city and industry/trade partners to ensure an excellent experience for organisers and delegates, identifying opportunities for trade partners and maximising benefits for the destination. DUTIES AND RESPONSIBILITIES: 1. Support the delivery of approximately 80-100 out-of-state conferences, meetings or events per year that have been secured by the Visit Belfast business tourism sales team, advising and coordinating the destination aspects of the event, providing an account management service as the conduit between the client, city and industry partners. 2. Provide destination management support for Visit Belfast clients in the successful planning and delivery of their specific conference in Belfast i.e. accommodation, social programmes, access, destination promotion, logistics and transport, exhibitors, pre/post tours, partner programmes, translation services, private dining, entertainment, accessibility, AV and production as well as advising on key stakeholders, local networks and contacts that may be relevant for the conference. 3. Efficiently dealing with ongoing requests from Visit Belfast conferences, meetings or events clients and trade, ensuring client and industry needs are being met. Providing regular updates and briefings to trade members on conferences coming into the city and identifying opportunities for partners to benefit from conferences coming into Belfast. 4. Manage Visit Belfast s accommodation booking policy and service for conferences, meetings or events clients. Depending on the size/nature of the event, this will include advising on accommodation options in the city, checking availability and making introductions through to providing a full accommodation booking service including securing rates and allocations from properties, building online accommodation booking sites using the Passkey booking system as well as the management of contracts, wash-down and cancellation policies. 4
5. Developing effective working relationships with hotels and accommodation providers across the city i.e. reservation, sales and revenue managers in relation to inbound conference business to Belfast. 6. Initiate, develop and build excellent working relationships with all Visit Belfast c conferences, meetings or events clients and Belfast Ambassadors. Providing proactive account management and after-sales support for Visit Belfast conference sales managers. 7. Overseeing the delivery of conferences funded through the Belfast and Northern Ireland Conference subvention scheme to ensure that the terms and conditions of funding under the letter of offer have been met. 8. Advise on local conference and event services, suppliers and options for international clients as appropriate. 9. Plan, organise and attend follow-up client site inspections to Belfast and where required participate in relevant planning meetings and conference calls to provide destination support. 10. Organise primary and secondary marketing for the Belfast conference, meeting or event liaising with Visit Belfast s visitor servicing team in relation to same. 11. Communicate with trade partners and key stakeholders on upcoming conferences, meetings or events taking place in the city, providing regular reports as well as updating and maintaining the conference calendar. 12. Undertake post-event evaluations with all clients and provide feedback to the Director and industry and trade partners. 13. Advise clients on applications for civic hospitality and special requests for VIP participation. 14. Produce regular reports for Visit Belfast, key stakeholders and partners as requested. 15. Assist in the updating and maintenance of the department databases and CRM system. 16. Attend key industry and member events and develop excellent working relationships across a range of industry stakeholders. 17. Communicate effectively with other Visit Belfast Departments to ensure integrated activity across the organisation. 18. Support the wider Visit Belfast team in the development and maintenance of effective working relationships with Visit Belfast s partners, sponsors and the industry as appropriate. 19. The position carries a requirement for out-of-hours working including weekends and travel. 20. Undertake other duties as required by the Director of Business Development and the wider Visit Belfast senior management team. 5
OTHER: 1. Undertake, when necessary, work out of normal office hours. 2. Travel is an essential part of the job. 3. Clean driving license and access to a car for work purposes is desirable. 4. Carry out all duties with full regard to Visit Belfast equal opportunities and fair employment policies. 5. Undertake any other duties as required by Visit Belfast. 6
Personnel Specification: Client Services Manager Qualifications Relevant Experience Special Aptitudes Circumstances Essential Criteria Degree level qualification, or equivalent. At least three year s proven experience managing projects. Accommodation management and booking experience. Client / account management experience. Project and operations management experience. Experience of managing budgets. Excellent planning, organisational and project management skills. Ability to initiate and develop effective relationships at all levels. Innovative and solution-orientated Ability to meet deadlines and work under pressure. Strong negotiation and influencing skills Self-starter, drive, enthusiasm and team player. Results orientated individual. Available to work outside normal working hours and at weekends. This role may require UK and International travel. Desirable Criteria Qualification gained in a relevant discipline, such as events management, marketing, tourism / hospitality, project management or business studies. At least one year s experience of event management at a senior / project lead level. Event management experience within the Business Tourism / MICE sector. Strong working knowledge of the Business Tourism product in Belfast and Northern Ireland. Experience of working with conference, meeting or event organisers. Clean driving licence and access to own transport. March 2018 7