Visitor Services Manager

Valliant Consulting Group • Albuquerque, NM

1d • $58,000 - $60,000 • Onsite

About The Position

Visit Albuquerque is seeking a Visitor Services Manager to manage the Volunteer and Visitor Information Programs as well as the onsite daily operations of the Old Town Visitor Information Center. This role operates with a high degree of autonomy and requires a self-motivated professional who can prioritize work, exercise sound judgment, and manage responsibilities independently. The Visitor Services Manager will work onsite daily at the Old Town Information Center. Visit Albuquerque offers employees a collaborative, team-oriented culture, opportunities for growth, a strong compensation and benefits package, and the opportunity to be a part of some of the coolest events in Albuquerque. Learn more at visitalbuquerque.org

Requirements

• Bachelors degree in Tourism or related field, or two to three years related experience managing and motivating thirty or more volunteers and being in a high-visibility customer service environment; or a combination of education and experience.
• Knowledge and appreciation of Albuquerque.
• Strong interpersonal skills to effectively interact with visitors, volunteers, and Visit Albuquerque team members.
• Demonstrated leadership capabilities to organize and lead large volunteer organizations.
• Must be flexible, well organized, and adaptive to conditions and circumstances.
• Ability to learn industry-specific software.
• Strong knowledge of best safety practices within Visitor Centers and surrounding vicinities.
• Must be willing and able to use own vehicle to visit Visitor Information Centers and other venues.
• Must be able to work off hours on occasion.
• Must have strong written, verbal and presentation communication skills and demonstrated strong customer service skills.

Nice To Haves

• Knowledge of Hospitality Industry, Convention or Tourism business highly preferred.

Responsibilities

• Manage Old Town Visitor Information Center onsite, which includes being responsible for the daily preparation and opening and closing of the site.
• Provide direction, coordination, scheduling and consultation for all volunteer functions and visitor information services within the organization.
• Manage all aspects of volunteer program.
• Recruit new volunteers when vacancies occur.
• Regularly review and revise volunteer policies, procedures, and standards of service.
• Train, mentor, and supervise all volunteers on volunteer policies, procedures, and standards of service, promoting interest and cooperation.
• Coordinate presence, activation space and volunteer shifts at major Visit Albuquerque-sponsored events such Balloon Fiesta and the New Mexico State Fair.
• Schedule volunteers to ensure coverage for all Visitor Information Centers, designated Convention Center events, special events, and administrative office assistance.
• Coordinate information delivery services with outsourced mail fulfillment service company, ensuring sufficient Visit Albuquerque collateral for fulfillment.
• Compose, design, author, and distribute monthly volunteer newsletter.
• Proactively seek out necessary visitor information for all distribution channels.
• Coordinate and facilitate bi-monthly volunteer meetings, the annual volunteer recognition program in April and annual holiday event in December for the volunteers.
• Maintain a complete current database in Simpleview and Better Impact of all volunteers and provide timely statistical reports on volunteer participation.
• Ensure that appropriate collateral inventory is maintained and controlled at all Visitor Information Centers.
• Serve as liaison with corporate, governmental, and for-profit partners involved in information delivery programs as necessary.
• Provide onsite coverage at all Information Centers as necessary when volunteers are unavailable
• Act as primary contact for incoming Visitor Center calls and walk-in visitors.
• Coordinate with Sunport administration to receive and disseminate timely information pertinent to volunteers
• Maintain awareness of best practices and current trends within the visitor services arena.
• Contribute to a positive workplace environment by demonstrating superior customer service skills in dealing with internal and external customers, speaking positively when referring to Visit Albuquerque, and always acting and speaking in a courteous and professional manner.

Benefits

• Visit Albuquerque offers employees a collaborative, team-oriented culture, opportunities for growth, a strong compensation and benefits package, and the opportunity to be a part of some of the coolest events in Albuquerque.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager