Visitor & Convention Services Manager

City of Lynchburg•Lynchburg, VA

2d•Onsite

About The Position

The Visitor & Convention Services Manager is a high-level execution role that provides crucial efforts in promoting tourism within the City of Lynchburg. This role focuses heavily on face-to-face engagement and the coordination of services based on clients’ needs. Working under the direct guidance of the Assistant Director of Tourism, this position is responsible for the “Last Mile” of the visitor journey and holds supervisory responsibilities over Visitor Services personnel. This position ensures that the vision set by leadership is translated into exceptional on-the-ground experiences while managing the physical and digital hubs.

Requirements

Bachelor’s degree in a related field such as Tourism, Hospitality, Marketing or related field preferred. Equivalent experience accepted.
3+ years in tourism, hospitality, event planning, or local government program support.
Extensive experience in an extremely fast-paced work environment with constantly shifting priorities, a large and varied workload and short deadlines, all of which require an extremely strong attention to detail; and a high adaptability to accept and competently handle additional duties and/or responsibilities as required by the changing demands of the office.
Possession of a valid driver’s license issued by the Commonwealth of Virginia and acceptable driving record according to the City’s driving criteria.
Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment.

Nice To Haves

May also be required to complete higher levels of NIMS training as determined appropriate for the position.

Responsibilities

Greets and assists visitors in person and responds to their inquiries and concerns professionally, efficiently, and in a timely manner.
Coordinates on-site services for conventions, meetings, sporting events, and community events based specifically on client needs and group requirements.
Maintains a complete knowledge of destination events, attractions, and services available to visitors to the City and region.
Maintains up to date knowledge of hotel, restaurant, and retail facilities; area tourism-related business openings and closings; and promotional materials.
Executes local and regional outreach logistics as defined by the Director and Assistant Director of Tourism.
Maintains a master schedule of visitor guide distribution and regional outreach, ensuring presence at high-yield points throughout the City, region, and state.
Deploys mobile visitor services to effectively engage travelers and community members during key events.
Coordinates and conducts the distribution of tourism printed material, including shipping Visitor Guides and promotional material requests.
Oversees and maintains inventory of brochure collateral and sales merchandise utilizing Simpleview CRM to ensure accuracy.
Develops specialized visitor information as needed to address niche interests or seasonal demands.
Directly supervises, schedules, and mentors Visitor Services personnel to maintain high standards of hospitality and departmental accountability.
Manages the physical Visitor Center and the Digital Kiosk network, ensuring all platforms are operational and aligned with the Marketing Stewardship Guide.
Learns and owns the Simpleview CRM Consumer User Group, ensuring all visitor data and interactions are logged accurately.
Gathers and analyzes complex visitor data and creates reports as requested by the Assistant Director of Tourism.
Follows all administrative and department operational procedures as outlined in the Director’s Operations Manual.
Ensures all collateral, digital kiosk content, and staff interactions reflect departmental priorities as outlined in the Staff Operating Framework & Marketing Stewardship Guide.