Visitor Services Manager

Job Assignment: VISITOR SERVICES MANAGER

Job Number: 34-0300

Department: 34 - Transportation Museum

Pay: Entry Rate: $55,080 per year

Post-Probation Rate: $56,763 per year

Salaried, Overtime Exempt

Immediate Supervisor: General Manager, Community Facilities & Director, Parks &

Recreation/Community Facilities

GENERAL DESCRIPTION: This is a full-time overtime-exempt position responsible for managing visitor services for the City of Brownwood which includes the operations of the Lehnis Railroad Museum & Visitor Center and site; distribution of tourism marketing materials locally and state-wide; update/upload visitor related information online; conducts tours, answers visitor questions, implement events, manage gift shop, applies for grants, and drafts and manages the museum’s budget. Visitor Center Manager recruits volunteers and is responsible for overall direction, coordination, and evaluation of Lehnis employees and all volunteers. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Assists in servicing conventions, meetings, concerts, sporting events and working with groups for their meeting and facility needs. Works directly with city facility managers, other city tourism staff, and other hospitality and tourism businesses and organizations. Visitor Services Manager supervises the acquisition, conservation, restoration, interpretation, display, and maintenance of the museum collection. Must be willing to adopt and exhibit the City of Brownwood “I SERVE” Core Values.

EXAMPLES OF SPECIFIC WORK PERFORMED: 1) Manage, motivate, and develop the visitor services team to deliver the highest standard of customer care to all visitors at all times; 2) Respond to all visitor information requests in a timely manner; 3) Update content to VisitBrownwood.com related to events, business listings and other tourism related information; 4) Assists in planning, production, and distribution of marketing materials and information related to tourism and museum; 5) Provide support and services for tourism related events including sporting events, festivals, conventions, concerts, etc. 6) Main point-of-contact/coordinator for community and tourism related events. 7)Administers budgets; forecasts needs for staffing, equipment, materials, and supplies; 8) Prepares monthly reports detailing activities; 9) Management of Lehnis Railroad Museum & Visitor Center social media; 10) Assist Community Facilities staff in generating leads for the Brownwood Event Center and surrounding convention district complex; 11) Assist in providing welcome bags, room drops and specialized packaged for tourism guests and clients; 12) Coordinates special programs and events, including tourism, fundraising, exhibitions and community outreach programs; 13) Management of the gift shop including inventory purchases, sales, tracking, etc. 14) Assists with research, preparation, and submittals of grant applications for private, state and federal funding for applicable projects; 15) Develops and directs short and long range projects and programs needed for the museum & visitor center; 16) Analyzes documents, books and other materials to obtain information concerning history of transportation memorabilia; 17) Works with groups for tours and special events; 18) Performs evaluation and personnel action forms for personnel of this department; responsibilities include interviewing, hiring, and training employees; planning assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; 19) Be able to facilitate repairs to the Mini Railroad as well as other train displays; 20) Coordinates the purchasing, storing and issuing of equipment and supplies with department personnel; 21) Performs other related duties as assigned by supervisor;

POSITIONS SUPERVISED: Two Full-Time / Three Part-time employees, as well as volunteers and Experience Works / ACCESS employees when applicable.

PHYSICAL AND ENVIRONMENTAL CONDITIONS: Usually works indoors with occasional outdoor work at special events and activities. Must have ability to talk and hear; frequently required to walk, sit, reach with hands and arms; stoop, kneel, crouch, bend, squat or crawl; occasionally required to stand for long periods of time; frequently required to lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. The employee is frequently exposed to electrical, mechanical, or chemical hazards when operating/maintaining office & Railroad equipment.

CONTACT WITH OTHERS: Frequent contact with employees, volunteers, patrons, local and state officials in person and by telephone.

EDUCATION AND EXPERIENCE: Bachelor’s Degree in hospitality services, tourism management, communications, museum studies, or related field; experience in managing visitor centers, similar facilities and/or large events or festivals; supervisory experience preferred; or an equivalent combination of education and experience will be considered.

KNOWLEDGE, SKILLS, AND ABILITIES: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to prepare and write reports, business correspondence and procedural manuals. Have supervisory and planning capabilities to develop program and grant applications and prepare and present reports such as operating and budget. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and possess the necessary knowledge and understanding of relevant municipal, state and federal statues, rules and regulations. Have interest in community and people’s well-being. Have ability to effectively present information and respond to questions from groups of managers, employees and the general public. Have the ability to establish and maintain effective working relations with the public and City employees. Have basic knowledge of computers and a variety of applications; and use of standard office equipment.

REQUIRED LICENSES AND CERTIFICATES: Must have a valid Texas Driver License.

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