NATURE OF WORK
This is administrative sales and customer service work in coordinating group housing for convention business.
Work involves the promotion of convention business for the Greater Fort Lauderdale area by coordinating and supervising housing service delivery to clients. Employee in this class promotes the benefits of the destination to prospective clients by promoting convention facilities, hotel availability and other attractions. Duties also include coordinating with other divisions or agencies to assure that client needs are addressed. Supervision is exercised over subordinate employees. Work is performed with considerable independent judgement within established guidelines. Work is reviewed periodically through conferences and written reports.
Coordinates group housing for convention business.
Ensures the accuracy of housing reservations and related reports; maintains/enforces strict quality control guidelines.
Creates an excellent rapport with each client/guest; conducts site inspections as needed; maintains constant communication with each client and hotel sales/reservation staff.
Provides immediate response to each guest's reservation by processing mailed, faxed or phoned requests within 24 hours.
Supervises housing representatives and subordinate clerical staff; trains staff in methods and procedures of operations.
Recommends policies and procedures for daily operations.
Investigates and resolves customer service issues to the complete satisfaction of each client/guest.
Attends and/or presents housing updates and reports at all pre and post convention meetings.
Develops and conducts an annual housing seminar designed for industry partner feedback, training, and customer service excellence.
Evaluates hardware and software efficiencies as technology changes; recommends improvements; oversees implementation of new or improved equipment.
Performs related work as required.
KNOWLEDGE, ABILITIES AND SKILLS
Considerable knowledge of the principles and practices of convention/group housing.
Considerable knowledge of customer service principles, practices and procedures.
Considerable knowledge of housing service delivery.
Knowledge of effective supervisory techniques.
Ability to direct and implement an effective housing service delivery program.
Ability to plan, direct, and coordinate the work of subordinates.
Ability to express ideas effectively both orally and in writing.
Ability to supervise subordinates in a manner conducive to full performance and high morale.
Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.
Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation or sexual orientation.
Skill in the operation of a computerized housing reservation system.
REQUIRED EXPERIENCE AND TRAINING
Graduation from an accredited four (4) year college or university with major course work in marketing, public or business administration; four (4) years experience in hotel reservation sales/group coordination including two (2) years forecasting/block management and supervisory experience; or any equivalent combination of relevant training and experience.
Bargaining Unit: Unrepresented
FLSA Status: Exempt
Code of Ethics
Class Spec. Estab./Revised: E10/00 R02/08