Visitor Center Manager

WILLIAMSON COUNTY CONVENTION & VISITORS BUREAU (WCCVB)

Job Title:                                  Visitor Center Manager  

Job Type:                                                  Full-time, non-exempt

Apply by email:                               [email protected]

WHO WE ARE

The Williamson County Convention and Visitors Bureau, known by our brand name, Visit Franklin, is the official destination marketing organization for all the communities of Williamson County, Tennessee. That means it is our job to share everything that is incredible about our community with the world! Our work attracts leisure travelers, groups, conventions, and business travelers to Williamson County who enhance the economic prosperity of the entire county through travel-related spending. Williamson County welcomes more than a million visitors annually who contribute more than $1 billion dollars of direct spending in the community.

WHY WORK HERE

The core values of our organization are simple: collaborate, innovate, integrity, and enthusiasm. This means we appreciate varied perspectives, approach ideas with an open mind and support and celebrate each other’s successes. We are transparent, authentic, and accessible. We get excited about exploring new ideas, we ask questions, learn, and try new things. We are passionate about our community, its residents, and the impact of the work we do.  

In addition to being part of a dynamic team doing great work, benefits include, competitive salary and incentive plans, employer paid health insurance, retirement plan with employer contribution, generous paid time off, and investment in individual professional growth and development. 

Job Description

Summary

The Visitor Center Manager is responsible for overseeing and enhancing the visitor experience at the WCCVB Visitor Center. This role involves managing day-to-day operations, ensuring excellent customer service, and supporting various programs aimed at enriching visitor engagement. The Manager will work closely with the Director of Visitor Experience & Retail and collaborate with other departments to achieve organizational goals. This position operates on a Tuesday – Saturday work schedule with typical hours of 8:30 a.m. to 5:00 p.m. that may vary by season or based on events.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Manage Visitor Center Operations: Oversee daily operations of the WCCVB Visitor Center.
• Enhance Visitor Experience: Implement and support programs designed to improve the visitor experience, ensuring a welcoming and informative environment.
• Customer Service: Provide exceptional customer service to visitors, addressing inquiries, resolving issues, and gathering feedback to continuously improve services.
• Staff Support: Review and update standard operating procedures and assist with training Visitor Center staff to ensure high performance and adherence to organizational standards.
• Program Support: Assist in the development and execution of visitor-centered programs and events in collaboration with the Director of Visitor Experience & Retail and Visitor Experience Manager. Assist with coordination and staffing of off-site information and merchandise booths and other special events. 
• Reporting and Analysis: Monitor visitor statistics and prepare reports as needed to support the Director of Visitor Experience & Retail in identifying trends and opportunities.
• Collaboration: Work with other organizational units to support cross-departmental initiatives, ensure a cohesive visitor experience, and serve as the voice of visitor needs and requests.
• Facility Management: Ensure the Visitor Center is well-maintained, including managing supplies, equipment, and physical space.

Qualifications 

• Preferred Education & Experience: Minimum of 2 years of experience in visitor services, hospitality, retail or a related field, with at least 1 year in a supervisory role.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in using office software and visitor management systems.
• Ability to analyze data and make informed decisions.
• The role involves working in a visitor center environment with regular interaction with the public.
• Occasional evening or weekend work may be required based on visitor traffic and special events.
• Must possess strong organizational and time management skills.
• Must have the ability to identify opportunities and work independently.
• Must bring a positive attitude and want to work in a collaborative, fast paced environment.

Supervisory responsibilities

●     Act as a keyholder for the Visitor Center.

●     Handle cash and sales transactions.

Work environment

This job operates in a Visitor Center that serves as an information center and retail shop in downtown Franklin, TN.

Physical demands

●     Able to travel by car or plane up to several hours/day.

●     Able to lift brochures and retail shop products and displays up to 40 lbs.

●     Able to navigate stairs daily. (Reasonable accommodations may be made)

Position Type/Expected Hours of work

This is a full-time position. Visit Franklin Visitor Center and retail shop hours are seven days per week. This position operates on a Tuesday – Saturday work schedule with typical hours of 8:30 a.m. to 5:00 p.m. that may vary by season or based on events.

Travel required

·      One to two out of town overnight trips per year for professional development.

·      Must have a vehicle and valid TN driver’s license to perform deliveries and other job functions involving transportation.

Not all applicants will have skills that match a job description exactly. The Williamson County Convention and Visitors Bureau values diverse experiences, and we encourage everyone who meets the required qualifications to apply. While having “preferred” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering WCCVB. We are always looking for people who will bring something new to the table!

Affirmative Action/EEO statement

Williamson County Convention & Visitors Bureau provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Williamson County Convention & Visitors Bureau takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.

In addition to federal law requirements, Williamson County Convention & Visitors Bureau complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Williamson County Convention & Visitors Bureau expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, pregnancy, age, national origin, genetic information, disability, or veteran status. Improper interference with the ability of Williamson County Convention & Visitors Bureau’s employees to perform their job duties may result in discipline up to and including discharge.