Visitor Center Manager

This position manages the daily operations of the City’s visitor center by providing outstanding customer service and accurate information to all customers and visitors; Responsible for supervisory, technical support, training, and overall guidance of the center’s staff; Administering programs and events at the Center; Monitoring the operating budget. Position reports to the City’s Tourism Manager.

The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Develops and maintains staff work schedules, staff oversight, and ongoing performance feedback.
• Conducts staff meetings to include industry and agency updates and presents exercises to improve customer service.
• Manages the visitor center budget and monitors payroll, and supplies and equipment.
• Ensures visitation numbers and guest register data is entered into reporting system daily; Trains staff to submit reporting.
• Provides the traveling public with accurate and understandable information.
• Stays up to date on Tourism industry information.
• Attend Virginia Tourism Corporation training sessions, conferences, and meetings as required.
• Manage the visitor center gift store to include ordering new inventory, managing stock, pricing, generating reports, coordinating product shipping and delivery, and designing visual displays.
• Prepare weekly deposits and appropriate reports for merchandise sales.
• Deploy resources to support tourism and economic development outreach efforts at local and regional events. These events may be after-hours and on weekends as necessary.
• Provide data monthly, quarterly, and annually about visitor center activity and visitation.
• Recruit, train, manage, appraise, evaluate, and motivate part time visitor center staff.

ADDITIONAL DUTIES

• Performs additional duties as assigned

Education and Experience

Bachelor’s Degree in the Hospitality Industry or related field with two years of experience.

An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above

Certifications/Licenses

• Valid Driver’s License with acceptable driving record according to City Criteria

Job Knowledge

Advanced knowledge of the subject matter. Complete comprehension of the subject area to solve common and unusual problems, able to advise on technical matters, and serve as a resource on the subject for others.

Reading

Intermediate: Ability to read papers, periodicals, journals, manuals, dictionaries, and thesauruses.

Writing

Intermediate: Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech.

Math

Intermediate: Ability to deal with a system of real numbers; and practical application of fractions, percentages, ratios/proportions and measurement.

Communication Skills

Recommendations regarding policy development and implementation are made and/or recommended. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Evaluates customer satisfaction, develops cooperative associations, and utilizes resources to continuously improve customer satisfaction.

Independence and Decision-Making

Normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Special projects are managed with little oversight and assignments may be reviewed upon completion. Performance reviewed periodically.

Technical Skills

Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization. Basic computer skills and Microsoft software experience

Fiscal Responsibilities

Completes research for documents, compiles data for computer entry, and/or enters or oversees data entry. Has responsibility for monitoring budget/fiscal expenditures (typically non-discretionary expenditures) for a work unit of less than department size (programs, activities, projects, or small organizational units) or responsibility for fiscal management of capital project(s). May recommend budget allocations.

Supervisory Responsibilities

Supervises and monitors performance for a regular group of employees or department. Provides input on hiring, discipline, work objectives/goals, performance evaluation and work assignments.

PHYSICAL DEMANDS

• Work is medium in nature, exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly; stocking brochure displays, walking, standing, sitting, lifting, carrying, pushing/pulling, reaching, handling, kneeling, and crouching.
• Requires adequate vision, hearing and talking to use a computer, telephone and communicating effectively with others.

NON-PHYSICAL DEMANDS

• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and predictable attendance is expected.

MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE

Typically requires use of standard office equipment, including computer and related hardware and software, and any other equipment as appropriate or required.

WORK ENVIRONMENT

The work is typically performed in an office environment where the noise level is moderate. The employee is expected to use appropriate protective equipment for the assigned task; and any other equipment as apparent or assigned.