The role of the DMC (Destination Management Company) Operations Manager is an integral part of the Event Management team, working both autonomously and with direction as needed. The position requires executing DMC client agreements and vendor contracts as well as coordinating these programs through the operation and final billing for programs at the Arizona Grand Resort & Spa and The Scott Resort & Spa.

Their primary objectives are to create an exceptional destination management services experience, provide flawless execution of contractual terms, maintain estimated profit and/or enhance revenue through identified opportunities, and to create “solutions” with a “can do” focus for new and existing client accounts.

(1) Provide effective leadership, communication, administration and attention to detail.

(2) Manage all phases of the DMC billing process, including the request for deposits and administration of the final bill at the conclusion of the event.

(3) Resolve any billing challenges for the contracted meetings and events in a hospitable manner for all hotels within the Classic Hotels & Resorts portfolio.

(4) Be a collaborative team player where needed. The Operations Manager typically works in collaboration with an Event Manager on programs and has the opportunity to both sell and operate DMC programs.

• Build rapport with meeting and event planners while delivering a high level of customer service.
• Within 48 hours of program turnover, take full ownership of responsibilities for all destination management services by following a detailed checklist.
• Reviews vendor contracts for accuracy in price, dates, billing process, and other miscellaneous information.
• Maintain complete files on all programs reflected in DMC services department.
• Handle all group and client requests, comments, and complaints.
• Conduct Zoom and/or Microsoft Teams calls with meeting and event planners.
• Attend group pre-convention meetings (Pre-Cons) when applicable.
• Compile all group and event charges for DMC programs.
• Resolve any billing challenges directly with the meeting and event planner.
• In a timely manner, communicate with resort departments, primarily thru ESM, to accurately provide needs for DMC services.
• Use resources to research and resolve client requests quickly and accurately.
• Effectively negotiate compromises with clients using a positive and diplomatic manner, remaining calm and alert, at all times.
• Provide agreements and revisions to meeting planners in a timely manner.
• Provide final agreement/invoice to meeting planners in a timely manner.
• Represent department at resort wide meetings, as necessary.
• Comply with the Arizona Grand Resort HEARTfelt culture (Vision, Values, Standards of Conduct) as set forth in the resort communications.
• In general, will exercise discretion and independent judgment involving the comparison and the evaluation of possible courses of conduct and acting or making decisions after various possibilities or situations have been considered.
• Other tasks as assigned by the Director of Destination Services and the Director of Event Management.

Education: High School diploma or equivalent.

Experience:  6 – 12 Months prior Destination Management Services or Hospitality experience.

Certificates or Licenses:  applicable industry certifications are highly desirable.

Knowledge, Skills, and Abilities:

• Strong knowledge and ability to use the Microsoft Office Suite 2010.
• Ability to manage functions including; venue management, production coordination, vendor management/negotiation, site inspections, and creative design and implementation.
• Ability to maintain consistency, diplomacy and tact in difficult or challenging situations.
• Ability to communicate with guests and meeting/event planners in a timely, hospitable manner.
• Ability to follow detailed record-keeping procedures that involve intense attention to detail.
• Ability to make independent decisions.
• Ability to make quick and efficient decisions to benefit the team and group.
• Ability to effectively deal with client challenges.
• Basic computer skills including working with Outlook, Excel, and Word.

Personal Characteristics:

Behaves ethically

Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language.

Professional Appearance: Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review)