Visitor Experience Manager

POSITION SUMMARY The visitor experience manager oversees the visitor experience and volunteer program, to enhance the experience for visitors and locals in the Greater Milwaukee area. This position manages the visitor center(s) and its associates, explores new tools and resources to enrich the visitor experience, conducts frontline staff trainings, and enhances the volunteer program. The visitor experience manager works cross-department and with community groups throughout the regions to advocate for visitor services and resources. ESSENTIAL DUTIES AND RESPONSIBILITIES Visitor Information & Services Manage the visitor experience program and develop visitor programming with the director to further enhance the overall visitor experience. Assist in identifying short and long-term opportunities, recommended initiatives, and work cross departmentally and in collaboration with industry partners to deploy approved programs. Explore new tools and resources to support the overall visitor experience including digital kiosks, apps, and visitor-centric offerings. Manage the visitor centers at the convention center and airport to ensure partner brochures and visitor information is updated and accurate. Assist in updating operating procedures and policies and standardize Visit Milwaukee’s customer service expectations. Manage the visitor experience team, including recruiting, hiring, training, and managing daily staff operations. Ensure staff have the necessary weekly/monthly training on visitor resources, city developments, and event details to best respond and engage with visitor inquiries. Ensure visitor content and information is updated and relevant and is on brand. Maintain strong online visitor experience presence, ensure social media and online chat are active and engaging for responding to visitor inquiries, and research new tools and emerging technologies / third-party vendor services to ensure Visit Milwaukee’s online visitor resources are best in class. Develop and conduct regular visitor experience group trainings around the Greater Milwaukee area including hospitality trainings to our partners, as well as conduct meetings with BID street ambassadors, Uber/Lift/cab drivers, Wisconsin Center District guest services staff, and industry partners’ frontline staff. Administer talent recruitment and new resident informational seminars on the Greater Milwaukee area. Explore sponsorship opportunities for or within visitor service center(s), work with the marketing and partnership departments to create sponsorship marketing materials and proactively reach out to business prospects to create new revenue streams for the organization. Manage the Visit Milwaukee collateral distribution program; work with marketing and administration departments on fulfillment to ensure timely distribution and refill of annual publications, work with partners to ensure proper representation of partners at visitor service center(s), and recommend collateral needs based on visitor and partner feedback. Ensure proper tracking of visitor information and inquiries; generate reports and analyze data and trends to recommend changes or additions to programming. Attend industry visitor services conferences and research trends in visitor engagement programs. Lead grant submission process (if visitor experience programs qualify for a potential grant) including developing grant applications for programs, fulfillment of elements, and proof of performance reports. Develop and maintain a direct line of contact with State Tourism department and support any regional tourism centers with Visit Milwaukee’s collateral and information. Work alongside marketing team on overall distribution plan leveraging brochure racks and vendors to display Visit Milwaukee’s collateral. Event Staffing & Volunteer Support Manage the volunteer program for Visit Milwaukee to include recruitment and training of new volunteers, volunteer scheduling, volunteer communications, and administration of volunteer database, including volunteer information and records. Strengthen and maintain outreach to educational facilities with tie-ins to the tourism/hospitality industry to create volunteer program initiatives and to assist with recruitment efforts. Develop and update volunteer training manual and training sessions. Lead training sessions for volunteers as needed. Serve as a liaison between the Event Managers and associates/volunteers, communicate job shift opportunities based on client requests, and follow up and schedule volunteers/staff for assignments. Assist in the development and distribution of volunteer newsletters. Plan, develop and execute events, including annual volunteer recognition events, training sessions, shift captain meetings, and other events as needed. Track and report number of volunteers and volunteer hours contributed per project monthly. Other duties and special projects as assigned. QUALIFICATIONS Required education and experience Bachelor’s degree from an accredited institution in business, hospitality, marketing, communications, or related field. Minimum five years of related experience in a management position, including customer service, event activations, and supervisory experience. An equivalent combination of education and experience that would provide the knowledge, skills and abilities required for the successful performance of the essential job duties. Experience in the tourism, hospitality or association industry preferred. Required skills, knowledge, and abilities Exceptional knowledge of the Greater Milwaukee area, including restaurants, hotels, and attractions. Demonstrated ability in planning, execution, and measurement visitor experiences strategies and tactics to meet results. Strong leadership and volunteer management skills, with the ability to recruit, motivate, train, and retain a diverse volunteer workforce. Strong sense understanding of technology tools and resources, and past experience vetting third-party vendor offerings and launching new online programs. Experience with event planning and activations, customer service, call centers, research studies, and developing and conducting training programs and professional high-level business meeting. Ability to present to diverse audiences, specifically, racially, ethnically, and socioeconomically diverse communities. Proven track record of creative and innovative thinking and execution. Superior project management skills and ability to work in a highly collaborative decision-making process and ability to work under tight deadlines. Excellent communication skills and demonstrated effective presentation skills. Ability to exercise initiative, judgement, diplomacy and maintain professionalism in a wide variety of internal and public situations. Proven skills in leadership, mentoring, and motivating others. Strong commitment to diversity and inclusivity in the workplace. Analytical thinker with strong financial and budget management skills. Past experience with forecasting budgets and monitoring spending to achieve revenue and stay within allocated expenses. Must be highly proficient in MS Office Suite and familiar with Adobe solutions. Ability to work occasional nights and weekends. Ability to travel by air and personal vehicle. Must possess a valid driver’s license. Physical Requirements Ability to sit at desk, operate computer keyboard and view computer screen for six to eight hours per day. Must be able to hear and converse via telephone and in person. May be required to lift boxes and small equipment on occasion up to 50 pounds in weight. Travel in personal automobile may be required for Bureau business. Visit Milwaukee is proud to be an equal opportunity employer. #J-18808-Ljbffr