Summary

The Director of Destination Services & Events is responsible for leading and managing all aspects of Visit Denver’s destination services, including actively supporting and managing key citywide conventions, industry events, programs, and customer service operations.

Description

Job Summary:

The Director of Destination Services & Events is responsible for leading and managing all aspects of Visit Denver’s destination services, including actively supporting and managing key citywide conventions, industry events, programs, and customer service operations. This role ensures that all services align with industry standards, regulatory requirements, and organizational goals. This role also has responsibility and oversight of services staff, including training, developing, recruiting, retaining, promoting, and, when necessary, terminating employees.

Supervisory Responsibilities:

  • Oversees the entire Destination Services & Events department.

Duties/Responsibilities:

Leadership and Community: 

  • Support the company’s vision, mission, and values by exhibiting the following behaviors: excellence and competence, collaboration, innovation, respect, personalization, commitment to community, accountability, and ownership. 
  • Support Visit Denver’s efforts related to Diversity, Equity, and Inclusion (DEI).
  • Participate in key stakeholder/partner and Visit Denver committees when necessary. 
  • Ensure consistent communication with Visit Denver Leadership team, Senior VP– Chief Sales & Services Officer, Associate VP of sales, Director of Sales, the Director of Denver Sports, and sales managers as to the status of definite bookings, particularly city wide/center users.
  • Maintain a strong working relationship with City and County of Denver departments and stakeholders to include but not limited to; the Office of Special Events (OSE), DOTI, Denver Police Department (DPD), Downtown Denver Partnership, and RTD. 
  • Implement a training and development program for the services department. 
  • Continue to collaborate and communicate with stakeholders as it relates to downtown environment/clean and safety challenges in the core downtown. 
  • Deliver destination services presentations as required to various departments, partners, clients, and stakeholders. 
  • Attend Visit Denver events and represent Visit Denver at community events when requested. 

Administration and Operations: 

  • Forecast and monitor yearly budget figures for destination services, special events, programs, and group commitments. 
  • Assist leadership with appropriate sections of the annual marketing plan.
  • Review accounts to determine DSM assignments. 
  • Continual follow up and monitoring of assigned projects with each DSM to ensure successful completion and execution.   
  • Work with DSMs to determine pre-promotion trips based on commitments and group needs. Supervise content and distribution of all promotional materials 
  • Continual enhancement of database management tools and fields (Simpleview). 
  • Manage contract/agreement, relationship, processes, and monitor customer service levels with preferred registration and airport transportation providers. 
  • Monitor destination services section of website to include all online services, digital tool kit, and promotional materials. 
  • Manage and monitor customer survey program, process, and results (reporting) with survey company. 
  • Ensure the coordination and completion of post- convention reports (PCRS and ORDA), and history reporting process.

Group Customer Service:

  • Train, and mentor DSMs on all definite bookings to ensure contact has been established through communication tools, turnover process with sales, Simpleview, eblasts, website, and more. 
  • Ensure Standard Operating Procedures (SOPs) are established in writing, aligned with sales and continually updated as needed
  • Service assigned citywide conventions and/or industry conventions.
  • Execute and lead the Destination Services team in executing all industry-related events, including convention sales events and FAMs, with responsibility for planning, budgeting, and creative direction.
  • Maintain knowledge and status of each group's needs, commitments, hotel and housing requirements. 
  • Serve as liaison to the hospitality community, provide Visit Denver services, and assist with onsite planning and execution pre, during and post conference. 
  • In collaboration with sales leadership, attend and/or facilitate pre-conference and post-conference meetings.  
  • Coordinate all site visits for assigned groups. Serve as back-up to DSMs on sites if needed.  
  • Attend out-of-town promotion trips for assigned groups and/or serve as back up.
  • Coordinate monthly Service Alliance Team meetings (Hyatt, Sodexo, CCC) to align group needs and client feedback, ensuring consistent, high-quality service across organizations.
  • Manage monthly meetings with Visit Denver’s services team, CCC EM’s and Sodexo.
  • Continual development and enhancement of service programs to exceed customer expectations and service levels. 
  • Maintain knowledge of present and future event facilities, hotels, and the Colorado Convention Center. 

Other duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change or be assigned at any time with or without notice.

 

Required Skills/Abilities: 

  • Strong overall leadership skills including sales management, strategic planning, coaching, and mentorship.
  • Ability to effectively forecast and manage budgets.
  • Strong presentation skills.
  • Persuasive negotiation and communication skills. 
  • Ability to read, comprehend and create effective business proposals, reports, presentations.
  • Project Management skills, as well as the ability to execute processes and logistics with appropriate follow-up and accountability.
  • Broad functional knowledge and experience in the areas of destination services, hospitality, food and beverage and customer service.
  • Able to work effectively with peers, subordinates, partners, the public and customers.
  • Maintains positive, outgoing attitude toward position, department, and organization.
  • Strong interpersonal skills, maturity, good judgment and capable of communicating in a professional manner with a diverse range of individuals; maintain professional presence.  
  • Excellent customer service skills.
  • Efficient time management and organizational skills; detail oriented and analytical skills. 
  • Proven problem solving and analytical skills. 
  • Proficient computer skills and advanced knowledge of Microsoft 365 (Word, Excel, PowerPoint, Outlook) & Customer Relationship Management (CRM) software.  Experience with Adobe Creative Suite including Illustrator. 
  • Reliable, dependable, flexible, and responsive.
  • Proofreading and grammar skills.
  • Ability to travel locally and domestically: minimal travel required. 

Education and Experience:

  • A four-year degree in hospitality, administration, public relations, and/or other relevant field of study is preferred.
  • Certified Management Professional (CMP) certification is a plus.
  • Minimum eight (8) years of destination services and/or hospitality experience. 
  • Accomplished experience in planning organizational events both small and large scale.
  • Hotel/hospitality or Convention & Visitors Bureau (CVB) experience is a plus.
  • Experience in managing a team and/or direct reports.

Physical Requirements: 

  • Must be able to remain in a stationary position, such as sitting or standing, for an extended period. 
  • Must be able to bend, stoop, and reach.
  • Must be able to lift a minimum of 40 pounds on an occasional basis.

Comprehensive Benefits Package:

  • Medical Insurance
  • Dental Insurance – 100% employer paid
  • Vision Insurance – 100% employer paid
  • Basic Life Insurance – 100% employer paid
  • Short-Term Disability (STD) – 100% employer paid
  • 401(k) Retirement Plan
  • Profit Sharing
  • Paid Time Off (PTO)
  • Two (2) Floating Holidays
  • Ten (10) Paid Holidays
  • Flexible Spending Accounts (FSA)
  • Employee Discounts
  • Professional Development Opportunities
  • Supportive, Positive Work Culture

How to Apply:

Apply online at: https://www.denver.org/careers/

Application Deadline:

Applications will be accepted through August 27, 2025. This position has also been posted internally in accordance with Colorado’s Equal Pay for Equal Work Act.

Equal Opportunity Statement:

Visit Denver is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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