Senior Client Services Manager SMTT Overview Santa Monica Travel & Tourism, Inc. is a non-profit, non-member organization governed by a board of 11 community individuals. SMTT is the official travel and tourism promotion agency for the City of Santa Monica. It is our job to promote Santa Monica and encourage visitors to stay longer and enjoy more of what our destination has to offer. SMTT operates five (5) locations: Visitor Information Kiosk in Palisades Park; Visitor Information Center at the Santa Monica Pier; Visitor Information Cart on the 3rd Street Promenade; Visitor Information Center on Main Street; and, a Mobile Information Vehicle. For more information, please visit www.santamonica.com. Position Description This position acts as the department head for all SMTT services related to management of budget, staff, clients, partners and community. This includes stakeholder meetings, and SMTT involvement and/or sponsorship at community and industry events (i.e. Chamber of Commerce, CalTravel, US Travel Association). The Destination Services Senior Manager also serves as the direct report to the Client Services Manager, Coordinator and Assistant. This position currently reports directly to the CEO/President and helps support group sales and public relations efforts through organizing and conducting familiarization tours, site inspections and educating clients on SMTT’s client service programs. Responsibilities

• Manages the client services budget and deliverables for FYE. • Management of Client Services staff including goal setting and performance reviews. • Directs the familiarization and site tours with support from the Client Services Manager. • Directs the partner value/fair share processes. • Implements and administers the Tourism Talks program. • Oversees the implementation of the I Am Santa Monica and I Am Destination programs. • May serve as SMTT liaison for any designated City discussions and subsequent reporting to SMTT

leadership on planning and development of new or re- constructed meeting space, venues, hotels or public space used for groups or events.

• Manage client services assistant and direct staffing on key citywide services, events and ad hoc programs as assigned.

• Represent SMTT as a spokesperson in daily interactions with clients, SMTT partners, industry programs and events.

• Responsible for successfully managing and executing the annual Tourism Summit. • Working with the Client Services Manager to oversee staffing and execution of community events

(in partnership with Director of Visitor Experience where appropriate) i.e. community festivals, Chamber of Commerce events, holiday BID events.

• Supports the Santa Monica Cares program by obtaining partnership opportunities and working with the Director of Operations.

• Work with all SMTT departments to build cohesive strategies to help educate partners and local community, including fam tour planning for business development, MICE and media.

• Oversee a list of domestic and international trade shows and missions that SMTT sales and public relations representatives and partners will participate in.

• Organize, coordinate and execute signature events and FAM trips for high profile clients whose business has the potential to increase revenue for the destination.

• Act as a liaison between TMD hotels and partners with the intent to strengthen SMTT’s value and increasing partnerships and in kind values.

Qualifications & Requirements

• Bachelors or Associates Degree or equivalent or 6 years of related meeting planning or client services roles and/or training or combination of education and experience.

• A tenured background in project management handling a variety of detailed assignments with multiple stakeholders with a proven track record of high client satisfaction.

• Proven customer service skill set and business etiquette practices; hospitality and retail industry a plus.

• Strong leadership, interpersonal and delegation skillset. • Superior verbal and written communication skills. • Strong organizational skills and ability to multi-task. • Ability to maintain an on-going priority list by projects and tasks, to assume timely and effective

solutions t unanticipated client focused issues. • Knowledge of office computer software, including Microsoft Office, Point of Sales • Systems, PowerPoint and Excel. • Must have use of vehicle while conducting SMTT business. • Must have California driver’s license, clean driving record, registration and auto insurance. • Knowledge of SMTT CRM or similar client management database. • Knowledge of Santa Monica area and hospitality background a plus. • Experience in hiring, training and coach/counseling staff essential. • Strategic thinker and nimble manager. • Must be willing to work evenings, weekends and holidays as required. • Must be able to travel for various SMTT programs/business, industry trade events and client

activities. • SMTT is an at-will employer. Either SMTT or the employee may terminate the employment

relationship at any time, for any reason, with or without good cause or notice. • Physical demands and the work environment described here represent those that must be met by

an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to engage staff with disabilities to perform essential functions. While performing the duties of this job, the employee is frequently required to stand, sit, walk and reach with arms and hands. Must be able to lift 50 lbs. and perform repetitive motions 50% of the time.

How to Apply: To apply please email your cover letter, resume and salary requirements to employment@santamonica.com with the subject line CLTMGR2017. You will not be considered for employment if you fail to follow the application instructions. We do not accept phone calls, walk-ins or emails.