Tourism Program Supervisor

City of Aiken•Aiken, SC

About The Position

The City of Aiken is hiring a Tourism Program Supervisor in the Parks, Recreation, & Tourism Department’s Tourism Division. The supervisor manages tourism marketing and advertising, facility operations, tourism programs and services, staff, budgets, and coordination with partner organizations. The role supports safe, effective facility and program operations, provides excellent customer service, and uses operational and participation data to evaluate and improve services. The position directly manages support staff, including full-time and part-time employees. Supervisory duties include planning and assigning work, setting priorities, maintaining accurate timekeeping, coaching and evaluating staff, recruiting and hiring, developing training, addressing staff concerns, and creating an effective working environment. The role also manages budgets and projections and carries out supervisory responsibilities under organizational policies and applicable laws. A bachelor's degree and two years of supervisory experience in tourism are required. The successful candidate must hold a valid state-issued driver's license in good standing and obtain First Aid, CPR, AED, and DDC-8 certifications within six months of employment. The work schedule may vary and include weekends and weekday nights as required. The position is subject to a criminal background check for convictions directly related to its duties and responsibilities; job-related convictions will not automatically disqualify a candidate. The City of Aiken is an Equal Opportunity Employer and a drug-free workplace.

Requirements

Bachelor's degree.
Two years of supervisory experience in the field of tourism.
Valid state-issued driver’s license in good standing.
Must obtain First Aid, CPR, AED, and DDC-8 certifications within six months of employment.
Effective communication and presentation skills with staff, participants, department members, and the public.
Ability to write reports, business correspondence, and policy and procedure manuals.
Ability to develop effective relationships with affiliate groups and other community organizations.
Knowledge of tourism facility and industry operations.
Experience with automated registration and membership systems.
Ability to create, implement, and evaluate tourism programs and services.
Demonstrated leadership experience.
Ability to read, analyze, and interpret general business periodicals and technical procedures.
Knowledge of budget development and oversight, financial accounting, and cash handling and controls.
Knowledge and skills with computers and software, including Microsoft 365.
Ability to work a varied schedule, including weekends and weekday nights as required.
Subject to a criminal background check for convictions directly related to the position’s duties and responsibilities.

Nice To Haves

NRPA certification is preferred within one year of employment.

Responsibilities

Manage advertising and marketing efforts for the agency as a tourist destination.
Manage facility operations, including staff and facility scheduling, program registration systems, front-desk operations, and safety processes.
Develop direction for tourism products, programs, and services, determining an appropriate mix based on community and visitor needs.
Supervise program coordinators who oversee tourism products, programs, and services.
Coordinate with park maintenance staff to ensure building repairs and preventative maintenance are performed.
Coordinate parks and facility scheduling.
Promote the safety and security of participants and staff.
Maintain operational manuals for the facility’s daily operations.
Train staff in operations, customer service, safety procedures, cash control, and related matters, adhering to national CAPRA standards.
Manage emergency response plans aligned with agency protocol.
Maintain marketing material inventory and facility usage and program participation information; analyze data for planning and evaluation.
Develop key performance indicators to monitor operational efficiency and effectiveness.
Research trends in programs, facility operations, and visitor services and adapt programs, services, and operations accordingly.
Work with marketing staff on agency marketing strategy, including program descriptions for program guides, flyers, press releases, and social media.
Recruit, hire, and supervise support staff involved in operations.
Provide excellent customer service and work toward achieving excellent customer service from support staff.
Manage customer satisfaction measurement processes for programs and services.
Work cooperatively with other divisions and department support functions.
Coordinate with partner agencies and organizations and monitor adherence to agreement provisions.
Monitor revenue and expenses continually.
Purchase and coordinate supplies and equipment.
Review accident and incident reports and follow up as necessary.
Provide orientation training and develop ongoing staff training.
Support background checks for contract instructors.
Plan, assign, and direct support staff work; set goals, objectives, and priorities; and maintain accurate staff timekeeping.
Create an effective working environment through communication, process improvement, feedback, coaching, and staff involvement in decision-making related to tourism initiatives.
Evaluate staff performance and address staff concerns and issues, investigating them and working toward resolution.
Manage budgets and develop projections.
Carry out supervisory responsibilities in accordance with organizational policies and applicable laws.