Exhibitor Services Manager - Hargrove - Lanham, Maryland
Maryland Staffing
Manager, Exhibitor Services
Position Overview: The Manager, Exhibitor Services is responsible for supporting the Event Production Department which includes managing the Exhibitor Services team on and off site in training and standards as well as interacting with exhibitors via phone and email. The position will be responsible for the day-to-day operations of Exhibitor Service Representatives (ESR). This position will have the additional responsibility of supporting the Manager, Event Production with training and mentoring of fellow staffers and supporting the improvement of standard operating processes and procedures. The Manager, Exhibitor Services will oversee the deadline management; ensuring all pre-show, onsite and post-show deadlines are completed. While managing customer related needs, the manager must ensure Exhibitor Service Representatives complete all order and payment processing, post show reporting, collections and all equipment, files and supplies arrive at show site and are returned to Hargrove. This position is responsible for facilitating and communicating the exhibitor's needs to the various operating departments within Hargrove, venues, and subcontractors as appropriate. The Exhibitor Services Department has overall responsibility for each trade show assigned and serves as the primary customer service representatives to all exhibitors prior to, during, and after the show. The ESR team is the front line of support for exhibitors and help ensure that exhibitors understand products, services and resolve questions.
Key Job Responsibilities
• Manage and lead Exhibitor Services Representatives to ensure all pre-show, onsite and post-show responsibilities per the project timeline are executed successfully.
• Evaluate and improve processes and procedures of Exhibitor Service Representatives (ESR).
• Responsible for training new ESRs both onsite and in the office, along with monthly training.
• Serve as Lead ESR on large scale shows.
• Cross check ESR processing and show site work to improve efficiency.
• Support the response to and inquiries from exhibitors via phone, fax, mail, and email in a timely, positive manner including customer dispute resolution.
• Ensure exhibitor satisfaction and provide professional customer support.
• Responsible for managing the publication of exhibitor communications (service kits, emails, etc.).
• Communication of Show reporting (soft close, final reports).
• Assist in the schedule and traveling of staff and freelancers.
• Travel locally and nationally to manage onsite Exhibitor Service Desk.
• Attend internal meetings as required.
• Responsible for mentoring new ESRs both onsite and in the office.
• Other duties as assigned.
Job Qualifications
• Bachelor's degree or higher in Business, Marketing, Event Planning, Communications, or a related area of study or equivalent industry experience
• 5+ years of event production experience including special events and trade shows
• 4+ years of direct account/client management
• Excellent customer service skills and the ability to work with cross-functional teams across many levels of management, including the executive leadership
• Budget monitoring and management
• Works well both independently and as a team player, both in the office and at show site with little to no supervision
• Fluent using the English language, along with excellent written and oral communication skills
• Positive approach to teamwork, sales and problem solving
• Detail oriented, strong organizational skills, and works well under pressure
• Microsoft Office 365 experience required
• Certified Meeting Planner certification preferred
• Ability to pass a high-level background check
• Willingness to travel (<50%)
Competencies
Deliver World Class Service • Hospitality • Ownership
Do The Right Thing • Manages Ambiguity
Drive Results • Directs Work • Achieves Goals
See The Big Picture • Financial Acumen
Value People • Builds Effective Teams
Work Environment
Event Venue Work is performed in a hotel/event venue environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple locations. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Hargrove based on an individual venue or a representation of venues in that city or area.
Office Work is performed in an office environment. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Hargrove based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area. Most work will take place in a climate-controlled environment. Surroundings at times can be chaotic, high energy, and noisy, with high traffic volumes, dusty, and exposure to weather conditions.