Sr. Support Services Specialist

• The Sr. Support Services Specialist oversees the day-to-day housing management and custom reporting for large-scale meetings and incentive programs utilizing our event technology platform(s).
• This role has strategic importance and high accountability due to the business-critical impact on the sales force, meeting planners, and our customers.
• Provide training and insights for Support Services Team into best practices for housing management.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Day to Day Responsibilities:

• Support and mentor junior team members on job tasks and department processes.
• Provide an elevated level of customer service and guidance in handling problem resolution.
• Positive and professional customer service with phone and email correspondence.
• Adhere to client specific service level agreements as identified.
• Manage the following aspects of the event registration, including:
  • Housing management
  • Customer service
  • Event registration reporting
  • Event financial reporting
  • Post-conference reporting & program analysis
• Create and maintain various event related reports utilizing reporting portal.
• Manage requests for pre-/post- hotel extensions and upgrades as requested.
• Management of contracted hotel inventory for event.
• Monitor hotel pick-up on a weekly basis and propose inventory adjustments, as required.
• Provide weekly hotel reporting to assess attrition risk.
• Manage the hotel cut-off process and facilitate the distribution of confirmation numbers.
• Assist meeting planner with post event hotel billing audits.

Position Requirements:

• Prior experience working on programs that include multi-hotel or citywide hotel blocks.
• Prior experience executing larger scale programs with registrations for up to 15,000 attendees.
• Ability to take direction from multiple team members, as well as to have a good understanding of whom to advise/consult in the event of conflicting direction.
• Proven ability to work on multiple tasks and prioritize effectively while managing multiple projects.
• Requires high-performance skills in project and data management.
• Ability to work independently as well as collaboratively within a team environment.
• Strong organizational and time management skills, with great attention to detail.
• Must be able to communicate effectively and professionally (verbally and in writing) as appropriate for the audience’s needs.
• Must be able to comprehend instructions, interpret documents, and apply abstract principles to a wide range of complex tasks.
• Ability to work well under pressure.
• Takes the initiative and completes projects.
• Experienced user of advanced Excel formulas, and can create, edit, and present reports to client team.

Physical Requirements:

• Travel – Up to 30%, including overnight travel – to support onsite program operations as needed.
• The job requires the employee to sit for extended periods.
• Repetitive motion, substantial movements (motions) of the wrists, hands, and fingers.

Education, Skills, and Experience Requirements:

• 5+ years of experience with housing management
• 3 – 5 years of experience in an event support capacity
• Bachelor’s degree preferred.
• Certified Meeting Professional (CMP) or Certified Meetings Management (CMM) designation preferred.
• Experience required with the following event management platforms and tools:
  • CVENT
  • Passkey
• Experience preferred with the following event management platforms and tools:
  • Smartsheet
  • Concur
  • Microsoft Office Suite
  • Data Analytic tools

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

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