IMN Solutions is a fast growing, Association and Event Management Company. The Associate Director, Convention Housing, will manage a portfolio of accounts and will work directly with an IMN project team, IMN clients and various industry suppliers. The goal is to ensure all client needs are met and expectations exceeded. Core job responsibilities require strong professional customer service, teamwork, project management, organizational skills, ability to multi-task, have a keen eye for details, creative thinking and problem solving. This position will be committed to the Housing division 100% of the time and report to the Vice President, Strategic Sourcing and Housing Solutions.

Housing Management:

• Manages convention housing components of approximately 10 – 15 programs annually. Programs range from 4 to 30+ hotels.
• Liaison between client and Housing/Customer Service Staff and hotels.
• Consult with client to create best practices that fit the needs of their event.
• Analyze prior years inventory and patterns and advise client on current years room blocks.
• Provide proactive room block management recommendations to clients based on pace reports and changes in bell curve.
• Manage housing platform, housing website construction and detail. Ensure that all of the data is accurate per the terms of the hotel contracts. Work with team to quality check each dedicated client housing site.
• Manage client rooming lists including reservation creation and maintenance, concession assignments, and requests for rooms outside of contracted blocks. Advise client on maximizing concession usage.
• Develop FAQs and talking points for each client project to ensure Housing and Customer Care Specialists are well versed and supported.
• Establish sub block procedures and best practices based on client needs.
• Communicates with clients and hotels on weekly basis and as necessary on inventory and pace management. Effectively manage all housing-related deadlines.
• Provide onsite housing support as needed.
• Responsible for understanding the established SOPs for IMN client accounts.
• Develop final reporting for client and internal use. Schedule and lead final wrap up call with each client.
• Manage Housing and Customer Care Specialists and lead the team with their professional development and job satisfaction in mind.

Customer Engagement:

• Answer incoming phone calls, manage multiple phone lines and answer voicemails
• Process reservations and modifications in housing system
• Manage housing inboxes to ensure all inquiries are responded to in 24 hours
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Acknowledge and resolve customer complaints
• Learn the product for each client and be able to answer customer questions
• Keep records of inquiries and interactions

Communicate with colleagues and efficiently manage the escalation process as needed