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01/27/2015

Senior Visitor Services Manager

Experience Columbus

Senior Visitor Services Manager - Apply Online

Manage the overall operations and personnel associated with the Experience Columbus Visitor Services, including visitor centers at three locations, a call center and fulfillment contractor. This position will maintain, improve and expand Experience Columbus’ role in creating an exceptional visitor experience in an effort to increase existing visitors spending.

Major Responsibilities:

1. Produce the annual budgets and work responsibly within those approved budgets for the following programs:

Visitor centers, VIRS program, Volunteer program, call center and fulfillment.

2. Provide administrative support to visitor centers:

Oversee all necessary operational support for the visitor center including managing supplies, arranging for outside services, etc.

Manage staffing for the visitor centers; including recruiting, hiring, training and scheduling for the Visitor Information Specialists

Update visitor center procedure manual.

Develop specialized visitor information and supervise the dissemination of information to ensure helpful and accurate responses.

Develop and maintain a retail presence in both visitor centers; maintain merchandise and ticket inventory and track sales.

Achieve annual established retail sales goals.

Create events in the visitor center to boost visibility of the center in the eyes of locals and visitors alike.

3. Manage the VIRS program:

Manage staffing of the VIRS program; including recruiting, hiring, training, scheduling, and supervision of the VIRS.

Work closely with Convention Sales, Convention Services, and the Greater Columbus Sports Commission to sell and maintain existing uses of this program.

4. Manage the Volunteer program:

Manage staffing of the program; including recruiting, hiring, training, scheduling, and supervision of the volunteers.

Work with Convention Sales, Convention Services, and the Greater Columbus sports Commission to schedule these volunteers.

Recruit local festivals and events to take advantage of this program for scheduling volunteers.

Grow the volunteer database by expanding the monthly e-blast list through sign-up lists at events.

5. Manage call center and fulfillment contractor:

Maintain the quality of service provided by the travel counselors.

Anticipate the traveler counselor’s needs and supply them with relevant information.

Maintain a positive relationship with the Ohio Division of Tourism and the call center management.

Anticipate, deliver, and distribute visitor collateral.

Train the travel counselors and maintain the quality of service they provide.

6. Support The Certified Tourism Ambassador™ nationally-recognized certification program by assisting in the facilitation of the Certified Tourism Ambassador training throughout the city.

Other Responsibilities:

Attend Experience Columbus and community functions.

Identify strategies to improve all points of contact between the company’s services and visitors to ensure that they are functioning as effective sales tools.

Work in the visitor centers to cover high volume hours and be on-call as a backup to the Visitor Information Specialist on duty.

Identify trends in complaints or requests and escalate them to the appropriate person.

Education and Experience:

A 4 year degree from an accredited university or college in hospitality or related business fields preferred.

3-5 years paid and volunteer staff management, training and human resources experience strongly preferred.

3-5 years prior experience in a visitor service supervisory position preferred.

Experience in retail sales, purchasing and point of sale systems (Clover) preferred.

Experience in troubleshooting and training technology hardware and software issues a plus.

Competencies and Skills:

Initiative and drive.

Excellent customer service skills, the ability to deal well with a wide variety of people, a positive attitude and professional and personable manner.

Strong verbal and written communication skills.

Well organized and able to handle multiple projects.

Ability to work evenings and weekends, as needed.

Keen awareness to developments in the community.

Abundant knowledge of Greater Columbus, its attractions, events and activities.

Expert Computer and Technical skills: strong internet skills, computer troubleshooting skills, working knowledge of Microsoft Office and sales database software preferred.

EOE Statement

Experience Columbus is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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