Experience Grand Rapids makes a big impact on the economy and quality of life in West Michigan thanks to the talents and dedication of our diverse employees. From the leadership of our CEO to the warmth and hospitality of our concierge “blue jacket” staff at the Gerald R. Ford International Airport, our team members’ experiences are vast, and they all have a story to tell. Collectively and individually, they make promoting our destination very rewarding work.
Our convention services team focuses on helping meeting planners produce successful events in Grand Rapids and ensuring that meeting attendees enjoy their Grand Rapids experience. We spoke to Brandy Martin, our Director of Convention Services, about her career in hospitality and tourism, and how the journey prepared her for her current role.
Tell me a little about how you landed a career in hospitality.
I graduated from Western Michigan University in 2008 during a recession. Despite the tough job market, I received an offer to work for The Floyd Mayweather Foundation and Mayweather Promotions. Eventually, I ended up working as Floyd’s Personal Assistant and moved to Las Vegas two weeks after graduation. In that role, I learned a lot about planning events, contracts and facilitating his appearances. Although it was an unconventional experience, I learned so much about customer service. Floyd was the client, and those who wanted to see him were the customers. It was important that all parties were satisfied.
After a year and a half of working for Floyd, I took a job at Aria Resort and Casino. My first role was a front desk agent/guest services representative. The position was very demanding and humbling. Aria Resorts was a 4,000-room hotel with 32 check-in windows, so I had to learn very quickly. Fortunately, I did and was quickly promoted to back office group desk. That’s where I started to work with convention clients and became interested in the convention side of hotel operations.
Brandy Martin, Director of Convention Services
Photo by Experience GR
Other opportunities to grow my skills came along, including participation in a leadership program through MGM Resorts International. Upon completion of the leadership program and sparked by previous experiences with Floyd Mayweather, I decided I wanted to work in events. I applied for the special events coordinator at Aria but didn’t get the job the first time. While disappointed, I was determined to build my skills, and I volunteered to assist with events within that department. Volunteering included a lot of humbling tasks that ultimately prepared me to understand more about the position and once another position became available, I was hired.
That’s a great story. I love how you turned disappointment into an opportunity. You didn’t instantly step into your dream job, but you took the opportunity to create additional value for yourself and when the second chance came around, you came out a winner.
Absolutely! I realized that I wasn’t ready for that job the first time around. After 5 years, I applied for other promotions and was looked over, but I’m not one to let “no” be the end of it. Eventually, I sought jobs outside of the Aria and accepted a position as a corporate event manager for Drai’s Management group. Again, it was very fast paced, a fun job, and an overall great opportunity to continue to build my skillset. But after a year and a half, I decided to come back to Grand Rapids.
Why Grand Rapids? What was Grand Rapids for you?
I was born and raised in Grand Rapids and attended Creston High School. My roots are in Grand Rapids and the basis for who I am came from being in a city like this. I was already considering the transition, and then I started dating my high school boyfriend again. I started to contemplate what my family and work life would be like in five years. Working for Drai’s was cool, but I no longer wanted to work late nights. So, I moved back to GR, and all of those years of experiences and sharpening my skills landed me a convention services manager position at the Amway Grand Plaza. The Amway Grand was a great place to restart my career in Grand Rapids.
We're glad you came back home! Tell us more about your role in Convention Services at Experience Grand Rapids.
After working at Amway for only 10 months, meeting clients and learning the landscape of the community and the local hospitality industry, the convention services manager position posted at Experience GR. Because the Amway Hotel Collection and EXGR already worked closely together, the job was perfect for me. I could now make an impact beyond the hotel. I was excited about working on behalf of our destination.
After a little more than five years in that [manager] role, I was named Director of Convention Services in April 2023. I now oversee a team of people dedicated to optimizing every aspect of the Grand Rapids experience for meeting planners and attendees.
Brandy Martin, Director of Convention Services at Experience Grand Rapids
As manager, I was the point person for any Michigan-based group that hosted their conference in Grand Rapids consistently – at least three times. In general, I made sure clients were happy with their contracts and that we provided the best customer service during their time here.
After a little more than five years in that role, I was named Director of Convention Services in April 2023. I now oversee a team of people dedicated to optimizing every aspect of the Grand Rapids experience for meeting planners and attendees. That includes helping organizations plan and promote their Grand Rapids event, and providing on-site services that make attendees’ time in Grand Rapids more efficient and enjoyable. I also provide support to the our amazing Blue Jacket Airport Ambassador team at the Gerald R. Ford International Airport.
What are the best and most challenging parts of your position?
One of the biggest changes from my previous position is that I’m primarily dealing with regional and national conventions now, and the longer timelines they operate on. I’m working with people and organizations that are planning events one or two or more years in the future, and I really enjoy building trust and rapport with clients over that extended timeframe. I’m representing Experience Grand Rapids at various trade shows around the country, too, and it’s a pleasure to meet new people and tell them about all Grand Rapids has to offer. Additionally, I’m working more closely with the our internal marketing team to make sure the content we’re providing as services professionals to planners and attendees is pertinent, up to date and engaging.
I’m also managing people, which took some getting used to, especially when I was just learning my new job. But I love a good challenge. We are all incredibly busy doing what we do – connecting clients with local resources, customizing attendance-building materials, maintaining our Attendees Exclusives app, overseeing our volunteer corps and much more – but I make sure my team knows I’m here for them whenever they need me. Supporting them in their work and their career aspirations is incredibly important – and incredibly rewarding – to me. I’m so proud of this team. We’re very good at what we do!
The best part of my job is getting a sneak peek into the exciting activities and events that take place in or are planned in and around the city. I love being able to talk about all the great things that are happening in Grand Rapids with family and friends. This city has grown so much in the last decade or so, and it’s great to be on the inside track and share everything that is going on.
People visiting various exhibitor tables during a conference at a convention center in Grand Rapids.
Photo by Experience GR
You talk about volunteers. How do they help you with your job?
Our STARS volunteers help our convention services team provide a greater level of service for convention attendees. For example, one volunteer comes in regularly to help assemble welcome bags. And others serve as informational guides. When we have conferences, they staff our informational kiosks filled with visitor guides, dining maps and conference agendas, and they’re equipped to direct attendees to meeting rooms and local attractions. If anyone is interested in becoming a volunteer, please contact our team at services@experiencegr.com for more information.
Is there any final thought that you want to leave our readers with?
Yes! There’s a common misperception that in jobs like mine, there’s no work-life balance. People think that you are always on call. And while that can be true for some, I always tell people to determine what’s important to them. Create expectations for yourself and adjust based off what you consider to be a rewarding career, but you can’t let yourself get overwhelmed.
For anyone considering this field of work, work with someone who empowers you to make decisions. Find a peer and/or a senior leader to mentor you, then work to create the best opportunities for yourself along with the best customer service experience for your guests.