Visitor Center Manager

Job Summary:

This role has the primary responsibility of overseeing and managing the Visitor Center Operations and special events on the HFI campus.

Visitor Center Activities & Operations:

• Designs, oversees and facilitates Visitor Center marketing efforts to increase tourism and brand awareness.
• Responsible for generating and analyzing daily, weekly and monthly summary reports on sales and tours. Makes operational recommendations based on trend report analysis.
• Designs and manages department budget and facilitates and oversees actions necessary during fiscal year to ensure budget is met.
• Sets and maintains department goals and metrics to determine department’s performance and key performance indicators. Works proactively to identify problems and craft creative solutions.
• Oversees and manages gift shop inventory, pricing and overall operations.
• Plans and coordinates sales promotion activities and/or directs the work of others in preparing merchandise displays and advertisements throughout the company and within the gift shop.
• Oversees and manages Visitor Center Café and operations, including menu, pricing and maintaining a food handler’s license for all applicable employees.
• Oversees and directs the upkeep of the visitor center building, tour route and overall appearance.
• Schedules vendors as needed for necessary upkeep and maintenance.
• Manages the internet purchases and shipping for all Visitor Center online orders.
• Sets and maintains brochure placement for Visitor Center.
• Oversees process for all donation paperwork and donation pick-ups at Visitor Center.
• Collaborate with internal and external customers regarding use of Chipper Theatre for events.
• Participates in marketing department meetings and events representing Visitor Center.

Customer Relations:

• Develops and maintains strong working relationships with internal and external customers.
• Sets and maintains membership with CVB’s and tourism boards. Attends meetings, seminars and functions representing company and promoting Visitor Center.
• Answers customer’s concerns and complaints when applicable.
• Coordinates with appropriate departments, vendors and external customers to plan, organize, oversee and attend all Visitor Center/Herr’s Special Events.

Employee Management and Engagement:

• Supervises 10-35 employees engaged in sales, tour management, hosting, inventory, cash and sales reconciliation, scheduling, and general Visitor Center department management.
• Determines and oversees seasonal hiring including, interviewing, onboarding and training staff.
• Plans and communicates work schedules.
• Sets, maintains and completes employee records, including time sheets, personal information, pay changes and performance evaluations.
• Ensures and facilitates compliance of employees with established security, safety, employment, sales and record keeping procedures and practices.
• Schedules and conducts regular staff meetings and communications to inform and educate staff as applicable.
• Responds to and quickly addresses employee concerns and questions.
• Assists staff in answering phones, taking product orders, scheduling tours, completing point of sale transactions and other tasks where necessary and prudent.

In addition to the essential functions listed above, the employee is expected to:

• Exercise honesty, integrity and respect with all clients and co-workers.
• Preserve confidentially of all business information and data.
• Maintain a professional appearance and demeanor and demonstrate a positive attitude.
• Communicate effectively with co-workers and clients, and work with accuracy, efficiency, and attention to detail.
• Respect the work environment and keep it as environmentally friendly as possible.
• Exercise initiative to learn new skills and tasks and to help co-workers when possible.
• Be punctual and consistent with attendance.
• Perform other related duties, special projects, and functions as required from time to time.

Physical requirements and work environment:

• Must be able to perform strenuous physical activity in variety of extreme environments (hot, cold, humid, wet, windy etc).
• Work can be physically demanding.
• Ability to lift up to 75 pounds on occasion and 50 pounds regularly.

Reasonable accommodations for disability

Any employee, who believes that a reasonable accommodation s required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.

Required Skills

Qualifications:

• Minimum of 5+ years in a managerial position overseeing hospitality or visitor center operations required
• B.S. in Marketing or Public Relations preferred.
• Microsoft Office Suite intermediate experience required.
• Experience working independently or in a team environment.
• Proactive problem-solver with the ability to analyze situations, apply independent judgment and initiative to address problems through practical, thorough and creative solutions.
• Effective communicator able to present information in one-on-one and small group situations to internal/external customers.
• Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
• Competencies desired: strategic thinking, creativity, problem solving, process management, communication skills, team management and perseverance.

Required Experience