Visitor Services Representative

Description POSITION SUMMARY The Visitor Experience Specialist - Event Activations administers assigned visitor experience programs and event activations that support Visit Milwaukee organizational, client and destination objectives. Working under general supervision, the specialist independently plans assigned activations, evaluates client and operational requirements, coordinates internal and external resources, analyzes program results, and recommends improvements to visitor experience programs and operating practices. The position exercises discretion and independent judgment within established organizational, budgetary and contractual parameters and serves as a key liaison among Event Experience, internal departments, clients, venues, hospitality partners, volunteers and community organizations. ESSENTIAL DUTIES AND RESPONSIBILITIES Activation Program Management Own assigned visitor experience activations and smaller client/event programs from initial planning through execution, evaluation, and closeout under general supervision. Evaluate client and organizational objectives and develop activation plans, service approaches, project timelines, staffing models, resource requirements, and contingency plans appropriate to each assignment. Determine the appropriate deployment of staff and volunteers for assigned activations based on anticipated attendance, service objectives, client requirements, venue conditions, and available resources. Coordinate and direct implementation of approved activation plans with internal departments, venues, hospitality partners, community organizations, vendors, staff, and volunteers. Serve as the primary operational decision-maker for assigned activations and independently adjust staffing, visitor-service deployment, schedules, workflows, and approved resources when changing conditions require action. Evaluate operational issues and select appropriate courses of action; elevate matters exceeding delegated authority or presenting unusual legal, financial, reputational, or safety risk. Ensure activation plans, visitor-facing information, collateral, signage, sponsored elements, and service delivery align with organizational standards, client commitments, and brand requirements. Manage partner collateral obtainment and distribution at activations, client needs, and at visitor centers. Program Analysis, Recommendations and Improvement Analyze activation activity, visitor interactions, staffing and volunteer participation, feedback, service issues, and other performance measures to identify trends and opportunities. Lead post-event reviews for assigned programs and develop recommendations regarding program design, staffing, service standards, resource allocation, tools, partnerships, and future execution. Research visitor experience practices, industry trends, and emerging tools; evaluate alternatives and recommend new activation concepts or visitor-centric offerings that advance department objectives. Develop or recommend operating procedures, checklists, service standards, briefing materials, and tools that improve consistency, efficiency, and visitor experience. Prepare reports and presentations for department leadership summarizing results, business implications, lessons learned, and recommended actions. Partner, Client and Cross-Department Leadership Act as a key operational contact for assigned activations, translating client and partner needs into practical service and activation strategies. Build productive working relationships with venues, hospitality partners, community organizations, frontline teams, and internal stakeholders; resolve routine-to-complex coordination issues within delegated authority. Lead pre-event briefings and provide direction to assigned staff and volunteers regarding service expectations, responsibilities, schedules, escalation protocols, and event-specific requirements. Coordinate with marketing, partnerships, sales/services, and other departments to integrate approved sponsorship, brand, visitor-information, and client-service requirements into activation plans. Provide event services for assigned smaller groups or special projects when designated, with responsibility for planning and service decisions within established parameters. Strategic and Departmental Assignments Manage assigned projects tied to the annual strategic plan, establishing work plans, coordinating stakeholders, monitoring progress, and meeting established deadlines and department goals. Support site inspections, FAM tours, welcome programs, hospitality/frontline training, and major-event initiatives where the assignment requires project ownership, analysis, or independent coordination. Maintain current knowledge of Greater Milwaukee developments, attractions, restaurants, hotels, transportation, venues, and event information necessary to make informed program and visitor-service decisions. Provide limited hands-on event or visitor-service support when operationally necessary; such work is incidental to the position’s primary program-management responsibilities. Requirements QUALIFICATIONS Required education and experience Associate or bachelor’s degree in hospitality, event management, tourism, communications, marketing, business or a related field preferred. Three or more years of demonstrated project, event operations, activation, hospitality, customer service or related experience preferred. An equivalent combination of education and experience that provides the knowledge, skills and abilities required to perform the essential duties. Experience in the tourism, hospitality, association, convention or event industry preferred. Required skills, knowledge and abilities Experience supporting event planning, activation execution and on-site guest or customer service. Strong knowledge of the Greater Milwaukee area, including restaurants, hotels, attractions and visitor resources. Excellent project coordination and organizational skills with the ability to manage multiple details and deadlines in a fast-paced environment. Excellent communication and interpersonal skills with the ability to brief staff and volunteers and engage diverse audiences. Ability to exercise initiative, judgment, diplomacy and professionalism while resolving day-of event needs. Creative, solutions-oriented approach to visitor experience and event execution. Ability to work collaboratively across departments and with venues, clients, community groups and industry partners. Strong commitment to diversity and inclusivity in the workplace and in visitor interactions. Proficiency in Microsoft Office Suite; familiarity with Adobe solutions and event/volunteer scheduling tools is helpful. Comfort using new technology and learning visitor-facing systems, databases, online chat, AI, and digital resources. Ability to work nights and weekends as event schedules require and travel locally to activation sites. Must possess a valid driver’s license. Strong project coordination, customer service and problem-solving skills, with the ability to organize and prioritize assignments under tight deadlines. Strong attention to detail, ability to anticipate needs and resolve obstacles, and a collaborative team orientation. Working knowledge of web and social media practices; database experience preferred. Bilingual abilities, especially Spanish, are a plus. PHYSICAL REQUIREMENTS Ability to sit at a desk, operate a computer, and view a computer screen for extended periods. Must be able to hear and converse via telephone and in person. May be required to lift boxes, collateral, signage, and small event equipment up to 50 pounds on occasion. Local travel in a personal automobile may be required for Visit Milwaukee business. Must be able to bend, stretch, lift, assemble and secure event components as required for setup and breakdown, and safely operate the Visit Milwaukee van when assigned. NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Visit Milwaukee is proud to be an equal opportunity employer. #J-18808-Ljbffr