ORGANIZATION OVERVIEW

As unapologetic promoters of Cleveland, the Destination Cleveland team works every day to attract visitors, inspire both visitors and locals alike to explore, and connect people to experiences that illustrate Cleveland’s diversity, creativity, and contagious passion. We’re in the business of equitably growing the region’s economy through travel and tourism while also cultivating a passion for Greater Cleveland.

As the only organization charged with marketing Cleveland outside of the region, we never stop talking about the city. We know the region inside and out. We roll up our sleeves and get the job done for The Land. We’re a group of expectation-exceeding, fun-loving, innovative professionals.

POSITION SUMMARY

The Industry & Partner Engagement Intern will be charged with tasks related to stewarding relationships with a network of local hospitality industry businesses to advance the strategic priorities of the organization while prioritizing racial equity and inclusion. The intern will also gain hands-on experience supporting the team’s customer relationship management (CRM) system through data maintenance, quality assurance, reporting and process documentation. This role, primarily within the Destination Management division and Destination Engagement sub-department, will touch many interdepartmental projects and initiatives. Success is measured by, but not limited to, perceptions of and engagement with the organization by the hospitality industry, as well as the accuracy and usability of partner data.

The entire destination management functional area seeks to continually advance Cleveland as a destination city by serving as:

• community catalyst, actively listening to the community & customers and working to cause or accelerate actions and collaborations that advance Cleveland as a destination city;
• collaborative designer, utilizing consumer & community insights to shape destination assets into brand-aligned experiences for residents and guests;
• community orchestrator, inspiring diverse and often disconnected individuals, and organizations to work together to advance Cleveland as a destination city; and
• destination champion, consistently standing together with visitors to Cleveland, the industry that serves them and the community that hosts them to champion Cleveland as a destination city.

COMPENSATION & EXPECTATIONS

• Mandatory Start Date & Orientation: January 6, 2027
• $1000 Monthly Stipend (paid twice monthly over the course of the 16 week internship)
• 200-275 hours of the course of the semester (15-20 hours per week)
• Flexible Scheduling
• $50/Month Stipend
• Internship Duration: SPRING 2027 (January 6 - April 30)

BENEFITS

• Build your non-profit experience portfolio.
• One-on-one mentoring.
• Build customer service skills.
• Exposure to a variety of professions within the travel, tourism, and hospitality industry.
• Opportunities to attend professional networking events occurring in the region.
• Work at a nationally recognized destination marketing & management organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•  General data assistance to support the Destination Management division with the transition to a new CRM system
•  Assisting Industry Engagement Support Specialist with partner onboarding tasks, including, but not limited to:

             o Partner application processing 

             o Renewal invoicing

             o  Partner welcome packet distribution

             o  Activating new partners in CRM

             o  Welcome Email series 

•  Writing and sending the monthly industry newsletter, working collaboratively with our Public Relations Team
•  Assist with CRM reports and dashboards used to monitor partner onboarding, renewals, engagement, benefit fulfillment and outreach activity.
• Assist Industry Engagement Support Specialist with tasks associated with industry & partner engagement events, including, but not limited to: 

             o On-site support (registration, event logistics)

             o  Source catering quotes and manage food and beverage orders for small events

• Manage the monthly CRM email verification and un-check process, including updating contact and communication statuses.
•  Perform routine CRM audits and data cleanup to improve the accuracy, consistency and completeness of partner, company and contact records.
• Create and update partner, company, contact, event and activity records in the CRM according to established data standards.
•  Review CRM records for duplicate entries, incomplete fields and outdated contact information; correct records or flag issues for follow-up.
• Support CRM imports such as media clip imports, exports, list segmentation, tagging and campaign or event list preparation for partner communications and engagement efforts.
•  Document CRM procedures and create or update job aids that support consistent data entry and team adoption.
• Assist with testing CRM forms, workflows and process improvements, and communicate issues or recommended enhancements to the Industry Engagement Support Specialist.
• Handle partner and contact information with accuracy, discretion and appropriate attention to data privacy.
• Support Relationship Managers in stewarding existing and cultivating new partner relationships and advertising opportunities. 
•  Active participant on the Industry & Partner Engagement team in support of other tasks designed to achieve team KPIs of broadening & deepening reach within the hospitality industry, achieving private revenue goals, enhancing overall satisfaction & sentiment and increasing engagement.
•  Conducts research on potential new partners and Destination Advocates to support overall acquisition goals of the Industry & Partner Engagement team.

QUALIFICATIONS

• Strong written and verbal communication and organization skills 
• Demonstrated research and critical thinking skills.
• Ability to thrive in a fast-paced, ever-changing environment.
• Strong administrative skills.
• Creativity in problem solving and solutions-oriented approach. 
• Strong attention to detail and commitment to data accuracy.
• Comfort working with spreadsheets, databases or CRM systems; prior experience is preferred but not required.
• Ability to organize information, follow data standards and manage multiple recurring tasks.
• Ability to handle business and contact information with discretion.
• Ability to work flexible hours when required.
• When applicable, comfort in using AI for efficiency

EXPERIENCE AND EDUCATION

• Currently enrolled in a college or university.

PHYSICAL DEMANDS

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent listening and/or presenting.
• Viewing computer monitors
• Regular sitting
• Standing for community functions, presentations, etc.
• Lifting/carrying up to 50 pounds

WORK ENVIRONMENT

Office environment; moderate noise. Offsite visits/appointments/presentations required.