Visitor Center Manager

Current Job Title: Visitor Center Manager
Department: Visitor Experiences Department          
FLSA Status: Non-Exempt    

GENERAL SUMMARY:

As the curator of first impressions for the Discover Green Bay Visitor Center, the Visitor Center Manager’s first priority is to provide exceptional customer service to visitors, customers, and community members through all forms of communication.  In addition to curating memorable positive experiences, the Visitor Center Manager oversees the day-to-day operation of the Visitor Center including scheduling visitor center coverage, cultivating an immaculate public space, and maintaining adequate supplies. 

RESPONSIBILITIES – ESSENTIAL JOB FUNCTIONS:

• Proactively greet customers with a customer-first, welcoming attitude consistent with the Discover Green Bay brand.
• Provide wow-factor hospitality to each person you interact with. 
• Maintain extensive working up-to-date knowledge of dining, events, attractions, retail, accommodations, entertainment, and related tourism services in the communities we serve. 
• Serve as the lead tourism brand ambassador and ensure all elements of our visitor center and the visitor experience are on brand. 
• Provide accurate knowledge to all customers seeking information on the Greater Green Bay area, particularly regarding hotel facilities, restaurants, attractions, and events related to the visitors’ inquiries.
• Assist travelers in planning itineraries including mapping, locating lodging, procuring tickets, and other tasks that may be beneficial to visitors.
• Cultivate a clean, engaging, attractive, accessible visitor center inside and out including all related spaces while following opening and closing requirements.  
• Accountable for management of visitor center tools and supplies including, but not limited to brochures, promotional materials, displays, furniture, toiletries, janitorial supplies, decorative objects, and all other necessary items. 
• Schedule visitor center coverage including manager on duty, volunteers, brand ambassadors, and additional staff as needed. 
• Provide thorough follow-up and reporting on visitor center contacts, visitor demographics, inquiries, reader responses, and partner referrals.
• Fulfill visitor requests including mailing brochures, answering inquiries, and providing promotional materials.
• Manage brochure distribution including offsite fulfillment. 
• Schedule, coordinate, and manage mobile visitor center events including but not limited to registration, calendar management, staffing coverage, and promotional planning. 
• Complete set-up and take-down for special events, meetings, and tour groups. 
• Oversee the operation of the gift shop including displays, sales, and stock of merchandise.
• Demonstrates the company’s values and culture.
• Performs all other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Requires high school diploma. General knowledge and skills at a level normally acquired through completion of an associate degree in Marketing, Business Management, Communication, Hospitality, or related field preferred.
2. Intrinsic focus on exceptional customer service in a manner which exudes warmth, enthusiasm, and confidence.
3. Excellent interpersonal skills needed to communicate with visitors and hospitality partners continually is necessary. 
4. Utilize tact to build a constructive rapport and effective relationship with all visitors, partners, and team members.
5. Promote a culture of high performance and continuous improvement that values learning, commitment, and exceptional quality. 
6. Requires superb problem-solving skills and ability to work independently or with minimal supervision.
7. Must have the flexibility to work in an environment where priorities and projects will shift rapidly with uneven workload volumes and varying timelines.
8. Superb communicator with a strong desire to share events happening in the area and the value of tourism to our city. 
9. Strong desire to continually learn about and implement new ideas and industry best practice. 
10. High-performing, innovative and proactive individual who operates with exceptional collaboration.

EQUIPMENT TO BE USED:

• Personal computer and variety of software systems including Microsoft Office and chosen Customer Relationship Management system.
• Audio/Visual equipment such as projectors and other presentation/speaker related equipment.
• Trade show booths, displays and equipment associated with trade shows.
• Must be able to operate a motor vehicle, sport utility vehicle with trailer, mobile visitor center ambulance, and have a valid driver’s license.

TYPICAL PHYSICAL DEMANDS:

Frequent mobility and/or sitting required for extended periods of time.  Requires eye-hand coordination and manual dexterity to operate keyboard and other standard office equipment.  Eyesight correctable to 20/20 required to read communications, reports, and computer terminals.  Requires hearing within normal range when communicating with company personnel or clients in person or via the telephone.  Requires occasional lifting up to 50 pounds.  May require some irregular work hours.

WORK ENVIRONMENT:

1. Normal office environment with little exposure to excessive noise, dust, temperature, and the like.
2. Subject to outside service calls, so is exposed on a frequent basis to temperature extremes.

REPORTING RELATIONSHIP:

Reports to the Vice President of Experiences.

To apply for this exciting position please email your resume to ashley@greenbay.com.