PHL Airport Visitor Center Manager

Philadelphia Visitor Center Corporation•Philadelphia, PA

4d•Onsite

About The Position

The PHL Visitor Center Manager will lead a busy temporary (6-month) visitor center and Philly-centric gift shop in Terminal A-West of Philadelphia International Airport, greeting millions of travelers during the monumental global tourism events taking place in Philadelphia and across the Commonwealth in 2026. The Visitor Center Manager is responsible for executing all facets of visitor center operations, including staff management, visitor services, and retail sales. Your responsibilities include scheduling and overseeing staff, implementing weekly sales and visitor services targets, merchandising and restocking gift shop, setting team sales goals, directing product curation, managing staff, sourcing, merchandising, and providing world class customer service. Reporting to the Senior Director of Visitor Services, you will establish procedural standards, ensure operational excellence for all retail operations, manage retail processing according to all PHL security standards, and work collaboratively with the PHL Marketplace and Visitor Center team to maximize visitor services and souvenir sales throughout the six-month activation.

Requirements

5+ years experience in busy retail or hospitality environment
2+ years of supervisory or management experience in a retail or sales environment
Strong experience in management of part time hospitality staff and retail sales teams
Ability to shape customer experience through expert understanding of product and excellence in execution: service, visual merchandising, cultural stewardship, building a welcoming sales & service focused culture
Proven track record growing sales in a retail setting
Excellent leadership, organizational, presentation, communication, and customer service skills
Extremely results-driven mindset—driven by meeting and exceeding pre-determined sales and cultural metrics.
High attention to detail and demonstrated creativity/resourcefulness in problem-solving
Able to communicate effectively with management team, guests, partners, and team members
Must be able to work extended shifts of 10 hours or more as business dictates
Must be flexible with schedule and able to work different shifts (nights, weekends and applicable holidays)
Must be able to work on site at the Philadelphia International Airport full time.
Must be able to lift 40 lbs.
Must be able to stand for long periods of time.
Must have a valid driver’s license with Real ID.

Nice To Haves

Passionate about Philadelphia, hospitality, and curating unforgettable retail experiences

Responsibilities

Executing all facets of visitor center operations, including staff management, visitor services, and retail sales.
Scheduling and overseeing staff.
Implementing weekly sales and visitor services targets.
Merchandising and restocking gift shop.
Setting team sales goals.
Directing product curation.
Managing staff.
Sourcing and merchandising.
Providing world class customer service.
Establishing procedural standards.
Ensuring operational excellence for all retail operations.
Managing retail processing according to all PHL security standards.
Working collaboratively with the PHL Marketplace and Visitor Center team to maximize visitor services and souvenir sales.
Maintaining daily staff check lists to ensure quality standards for cleanliness, merchandise placement, guest engagement, and center operations.
Leading daily pre-shift staff huddles to set a positive tone and update staff on any changes or news.
Thoroughly and accurately using applicable software (POS system).
Ensuring that all security, safety and sanitation standards are achieved.
Enforcing store policies and procedures.
Setting and achieving planned sales, gross margin, profit and shortage goals.
Executing required daily reporting in a timely manner.
Assisting in completing required visitor services reports and compiling information at month end closing.
Ensuring team members adhere to organizational guidelines as stated in team member training manual and employee handbook.
Holding team accountable for daily responsibilities to deliver great guest service.
Building and maintaining strong relationships with partners, suppliers, colleagues, clients, and guests.
Regularly obtaining feedback from partners and customers to improve operations.
Executing visitor services engagement opportunities to build brand awareness for Philadelphia and the Commonwealth of PA.
Performing internal assessments of retail sales performance; communicating progress and assessments on all tactics to the team; maintaining a project dashboard; providing early warning on underperforming strategies.
Continually driving team members to engage visitors and grow sales throughout retail environment.
Successfully merchandising inventory to drive sales.
Using all performance management tools to provide guidance and feedback to team.
Promoting a cooperative work climate, maximizing productivity and morale.
Conducting regular scheduled meetings to ensure lines of communication are open between management and team members.
Interviewing, hiring, training and developing team members according to PVCC guidelines.
Displaying a positive attitude towards team members.