Visitor Services Manager

Coos Bay-North Bend-Charleston Visitor & Convention Bureau•Coos Bay, OR

1d•Onsite

About The Position

The Coos Bay-North Bend-Charleston Visitor & Convention Bureau (VCB) promotes Coos Bay, North Bend & Charleston as a coastal destination to support a resilient, year-round tourism economy that enriches our communities, through the brand, Oregon’s Adventure Coast, where adventure is our middle name! Our team is collaborative, innovate and driven by a shared commitment to serving the place we call home. The Role We are seeking a Visitor Services Manager to join our Management Team. The ideal candidate enjoys connecting with people and helping them make the most of their time in our area. Our Visitor Services Manager is one of the welcoming faces of Oregon’s Adventure Coast, helping visitors to create their memorable experiences. This role supervises, recruits and manages more than 20 volunteers and a part-time Visitor Services Coordinator who are also the welcoming faces of our destination. Together, our Visitor Services team is an integral part of what makes Oregon’s Adventure Coast a desirable destination while also supporting local businesses, events and initiatives.

Requirements

Knowledge of the local, regional, statewide tourism industry and Visitor Information Center best practices.
Strong communication skills (verbal and written).
Excellent supervisory and human resources skills. Ability to lead, train and motivate others.
Excellent customer service skills.
Strong computer and social media skills. Knowledge of Microsoft Office Suite and Adobe programs.
Willingness to learn Sign Command, Square, Alarm and Internal Camera programs.
Ability to establish and maintain strong working relationships with volunteers, service providers, contractors, industry partners, community leaders, event organizers, and City of Coos Bay staff.
High levels of initiative, organization, meticulous attention to detail and the ability to work independently with limited supervision.
Ability to remain focused and productive with interruptions.
Excellent skills in maintaining files, records and statistical data.
Ability to collaborate and work well with VCB team members and contractors.
Possess a valid driver’s license, insurance and have reliable transportation.
Cash handling and/or retail experience.
Maintain confidential, sensitive information.
Ability to multi-task and manage stress appropriately, make decisions under pressure, manage anger, fear, hostility and violence of others appropriately.

Nice To Haves

Must be flexible, problem solve and adapt to working in a dynamic, rapidly changing environment.

Responsibilities

Management and oversight of operations for the Coos Bay Visitor Information Center (VIC).
Supervision of the part-time Visitor Services Coordinator and the volunteer staff.
Coordinate VIC-related activities, social media posts, electronic reader board notices, and other projects.
Maintain the resale merchandise inventory, ordering/restocking merchandise and supplies.
Customer service/working with the public.
Recruit, train, manage, schedule and supervise the volunteer staff, consisting of 20 (+) individuals of diverse races, ages, genders, skills, abilities, and socio-economic backgrounds for the Coos Bay Visitor Information Center (VIC).
Provide ongoing volunteer training/team building each quarter and additional instruction and/or corrective action, as needed/required.
Supervise part-time Visitor Services Coordinator, set tasks, track hours, and report to Executive Director on staff performance.
Supervise work experience students and interns, as necessary. Responsible for tracking all hours and paperwork/reporting required for these specific programs.
Assure the VIC is adequately staffed with volunteers throughout the week, on weekends, during extended summer hours, and during extended special event hours of operation.
Open and close the VIC Monday-Friday and ensure opening and closing procedures and duties are performed during the weekdays, on weekends and holidays.
Close out the daily till, reconcile cash, run daily sales report and prepare the weekly deposit as per the VCB Internal Control Policies.
Make sure there is adequate cash/change in the till and in the cash box.
Assist volunteers, as needed, and staff the VIC front desk when volunteers and/or the Visitor Services Coordinator are not available.
Help the Visitor Services Coordinator keep the VIC stocked with the most current visitor information available – rack cards, brochures, maps and travel magazines.
Make sure that all flyers and event posters on display in the VIC are current.
Keep all VIC racks and information organized and tidy.
Provide volunteers with detailed information on what is happening in the area – update the “need to read” clipboard on a weekly basis, or as required.
Plan and execute ongoing Volunteer appreciation activities – including, but not limited to, volunteer birthdays, an annual holiday social, and the annual Volunteer Appreciation Week during the month of April.
Guarantee customer service “beyond excellence” for our guests through ongoing training and by example both in person and on the telephone.
Provide visitor information, answer questions about the area, and perform research for visitors, as needed.
Oversee all aspects of retail sales in VIC, including maintaining inventory, reporting sales, and displaying merchandise.
Track inventory/low stock alerts, work with Executive Director to order merchandise as needed, and maintain the items for sale in the Square Point of Sale (POS) system and on the daily sales sheet form.
Update information, as necessary.
Conduct a quarterly inventory of all resale merchandise in the VIC.
Act as liaison with IT contractors for alarms, cameras, and computer needs.
Maintain office equipment, supplies and vending contracts as needed.
Stock and order office supplies, kitchen supplies and janitorial supplies, as needed.
Work closely with janitorial service to ensure that the VIC is properly cleaned and serviced. And report any issues to the Executive Director and the City of Coos Bay Operations Director.
Oversee maintenance needs of VIC building, including working with the city’s maintenance crew and parks department.
Work closely with the City of Coos Bay Maintenance Department when repairs are needed or required.
Track and send out quarterly billing statements to the Bay Area Chamber of Commerce for bulk mailing fees and postage machine fees.
Maintain schedule for the VIC Conference Room; schedule bookings and make sure use agreement contracts are completed, as required.
Provide alarm codes and keys, as needed.
Maintain daily visitor count sheets and guest sign-in sheets.
Handle all postal needs of the VIC and the VCB, including maintaining the postage meter and shipping/receiving via USPS, FedEx or UPS, as needed.
Distribute incoming mail each day.
Communicate with area businesses and non-profit groups to ensure the information at the VIC is most current and up-to-date and as complete as possible.
Keep updated information on service organizations and other non-profit organizations in VIC for visitors and those who are considering relocating to our area and/or for residents looking for resources.
Maintain a library of local information, contacts and resources.
Complete a monthly VISA expense report with original receipts for the Executive Director and the City of Coos Bay Finance Department.
Keep a copy on file.
Complete mileage reports, as necessary.
Complete a monthly staff report and compile monthly/annual statistics on tourism/relocation requests and area visitors.
Provide a copy of these documents to the Executive Director and be prepared to report on the information, as requested, to the VCB Board of Directors at monthly meetings.
Update/edit the VIC Volunteer Handbook, as needed, in consultation with the Executive Director.
Be “on call” after hours for security issues/alarm codes, when needed.
Keep the VIC open for business “after hours” and help with the Rotary sponsored Wine Walk on the first Friday of every month, February through December.
In the event there is no Visitor Services Coordinator on staff, handle all aspects of that position including contacting DMOs and organizations around the state for updated visitor information, organizing storage rooms, and manning the VIC front desk in the absence of volunteers.
Maintain and update the VIC Facebook page, posting 3-5 times each week with information about activities and events in our area, and respond to inquiries and questions in a timely manner.
Add visitor email addresses to the VCB newsletter subscriber list in MailChimp.
Fulfill all advertising leads generated by the VCB and Travel Oregon, including requests for Visitor and Relocation information.
Process weekly Travel Oregon Leads and schedule bulk mail delivery through the USPS Customer Gateway System online.
Deliver bulk mail to the North Bend Post Office with necessary paperwork.
Process visitor guide requests and relocation requests received over the phone and/or by email.
Create, schedule and maintain the Visitor Center electronic reader board messages by using the Sign Command program to promote local events, activities and non-profit groups.
As requested by the Executive Director, solicit sponsorships, partnerships and donations for the VCB supported events/activities.
As requested, mail out copies of the Oregon’s Adventure Coast Official Visitor Guides to other DMOs/Visitor Centers around the state.
Work closely with VIC Managers in North Bend and Charleston to share information.
Attend the monthly VCB Board of Directors meeting.
Attend tourism related meetings, including VCB staff meetings, Chamber luncheons, and others as requested by the Executive Director.
May attend regional and statewide conferences and training seminars including Governor’s Conference, Oregon Coast Visitors Association (OCVA) Summit, Travel Southern Oregon Coast (TSOC) Conference, and others, especially those with educational content specific to Visitor Center management.
Seek out professional development opportunities.
Other duties as assigned.