Massachusetts Jobs

Primary Purpose of Position:

Lead tourism marketing efforts at Prudential Center to promote Prudential Center as a premier retail destination. Collaborate with internal and external stakeholders to showcase the unique attractions and offerings of Prudential Center, enhance the customer experience and maximize long-term operational efficiency of the Concierge Desk.

Essential Functions:

Tourism

• Cultivate partnerships with local tourism organizations, and actively participate in their monthly meetings and events to drive awareness and domestic and international traffic to Prudential Center. Organizations include MOTT, Meet Boston, Boston Attractions Group, Greater Boston Concierge Association, and the Back Bay Association.

• Build and strengthen connections with nearby hotels and their teams, exploring partnership opportunities to boost promotion efforts.

• Organize, conceptualize, and host tourism and hospitality focused events to highlight Prudential Center as a premier retail and dining destination. Represent the Center as its ambassador by delivering presentations to industry groups, providing them with updates on new and upcoming information about the Center.

• Collaborate with the View Boston marketing team to ensure both View Boston and Prudential Center receive optimal exposure in joint tourism marketing campaigns.

  Marketing

• Establish and enhance relationships with Prudential Center retailers by conducting regular meetings and maintaining open communication with retail leadership. Communicate and promote important retail/restaurant openings, large in-store events, and Prudential Center signature events to Greater Boston tourism and hotel partners.

• Maintain accurate brand and logo representation in tourism and hospitality publications, including partner websites and attraction listings.

• Conduct research and establish connections with event planners organizing incoming conventions at the Hynes Convention Center and BCEC to promote Prudential Center retail, restaurant, and attraction offerings and marketing initiatives to meeting attendees (e.g. the PRUferred Shopper Card).

• Create and distribute convention schedule and attendee data to retail tenants on a weekly, bi-monthly, and yearly schedule.

• Track monthly tourism and consumer analytics to acquire insights into audience growth at the Center and to track the progress of competing shopping destinations. Develop monthly and annual summary reports based on findings.

• Manage the online presence and visitor reviews of the Center across various platforms including the Prudential Center website, TripAdvisor, Google, Yelp, etc., ensuring accurate information is provided and inquiries are promptly addressed to promote favorable reviews and encourage customer retention.

  Management

• Manage, mentor and develop the Tourism Coordinator.

• Develop and manage an annual goal-setting framework, work plan, and workflow for the Tourism Coordinator, monitoring progress continuously and conducting end-of-year performance evaluation, offering guidance as needed.

• Overall responsibility for developing operational protocol, customer service training program and annual marketing strategy for third-party concierge desk services, ensuring quality of performance and conformity to contract requirements.

  Operations

• Employ a forward-thinking strategy and continually seek opportunities to enhance and expand the operations and initiatives of the Concierge Desk.

• Organize and actively participate in all relevant meetings including weekly marketing staff meetings, bi-annual retailer gatherings, and quarterly Concierge Representative meetings and events in partnership with concierge service provider.

• Advise Tourism Coordinator and concierge services provider on sensitive or escalated customer inquiries and concerns received through in-person interactions, phone calls, emails, or the Prudential Center website.

  Region/Building Specific Functions:

• Support execution of onsite and departmental events, functions and promotions as assigned.

• Perform other duties as assigned.

  Requirements and Qualifications:

• BA/BS degree required.

• A minimum of 2-4 years customer service, hospitality, tourism or retail experience required.

• A minimum of 1-3 years supervisory experience required.

• Excellent verbal and written communications skills.

• Proficiency in Microsoft Office applications.

• Flexibility with work schedule as work on nights and weekends is required.

• Creativity and ability to initiate ideas and develop programs.

• Ability to create timelines and manage various tasks simultaneously.

• Ability to work independently, as well collaboratively as part of a team.

• Ability to perform in dynamic high-energy workplace.

• Consistently maintains elevated standards of professionalism, particularly during interactions with customers and center personnel.

  Physical Requirements:

• Involves work of a general office nature usually performed sitting and standing such as interacting with customers and operation of a phone, computer, printer and copy machine.

• Involves movement between departments and throughout the Center to facilitate work.

• Frequent travel to local and regional meetings and events.

• Occasionally required to lift and/or move up to 25 lbs.

  Internal and External Contacts:

• Regularly interfaces both verbally and in writing with BXP Marketing, Property Management, Office Services, Information Systems, and Accounting team members.

• Regularly interfaces both verbally and in writing with the general public, retailers, office clients, external vendors including concierge service provider, tourism and hospitality professionals.

• Interfaces both verbally and in writing on select projects with BXP Leasing, Construction, Development and consultants.

  Reporting Structure:

• This position reports directly to the Prudential Center Marketing Manager, who offers guidance and support, collaborates on goal-setting and work plans, monitors work progress, and conducts performance evaluations.

BXP is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, gender, gender identity or expression, sexual orientation, religion, age, national origin, disability, marital status, protected veteran status, genetic information or any other legally protected characteristic.

Boston Properties is an Affirmative Action and Equal Opportunity Employer. We are committed to fair and impartial treatment in all of our relations with employees, as well as applicants for employment, to recruit, upgrade, train, and promote in all job titles without regard to race, color, gender, gender identity or expression, sexual orientation, religion, age, national origin, disability, marital status, protected veteran status, genetic information or any other legally protected characteristic.