Visitor Center Manager

Reports To: Executive Director and Director of Digital & Event Marketing

Summary: The Visitor Center Manager is primarily responsible for the efficient and professional operation and management of both the Morehead City Visitor Center and Emerald Isle Welcome Center. The manager ensures that the centers are open and closed in a timely fashion in accordance with the scheduled hours. The manager works under the direction of the Information Services & Visitor Center Manager and trains the visitor center staff to positively and consistently provide our guests with a welcoming, informative environment at all times. Organization, staff communication and management skills are of utmost importance.

Goals: To provide guests with accurate information, services and amenities that ensure an excellent visit to the Crystal Coast. Through service recommendations, help enhance the economic impact of tourism within Carteret County. This is a hands-on position that leads by example.

This position is personally responsible for the following and will ensure that the visitor center staff is appropriately trained in all aspects of the listings below to serve guests and the CCTDA:

Information Services:

• Lead in the entry of accurate information concerning events, partner data and other relevant information in the CRM System.
• Maintain updated, accurate information on internal digital displays and external LED signs.
• Ensure that all digital display systems are always in good working order.
• Maintain and update details of services, amenities, hours of operation and schedules of events for the county’s leading visitor attractions.
• Order, maintain control, and keep accurate inventory records of supplies and promotional items and controls.
• Assist staff in gathering visitor data, namely visitor-counts and assist with the entry of data into relevant databases.
• Assist with specific projects, research, event listings, LED display Board posting etc.
• As we grow our digital assets, must have a willingness to learn and embrace new systems and management methods.
• Perform other duties as assigned.
• Visitor Center Management
• Proactively greet and engage visitors to our centers.
• Represent the Crystal Coast Tourism Development Authority, its Board members, staff, and guests in a positive manner by always maintaining an excellent relationship with local government and business partners in Emerald Isle and throughout Carteret County.
• Ensure that both visitor facilities operate equally and consistently.
• Refer attractions, events, amenities, and services specifically related to visitors’ inquiries.
• Recommend additional or alternative destinations as options to address the visitors needs.
• Answer incoming calls.
• Maintain a thorough knowledge of key visitor attractions and amenities in Carteret County, with a focus on dining, entertainment and how visitors can get to these areas.
• Greet visitors with a friendly, customer-first attitude. Your No. 1 goal is to help them discover the area.
• Listen, empathize, and address any visitor or staff problems or concerns positively and professionally.
• Have a detailed knowledge of hours of operation and schedules of events for the county’s leading visitor attractions.
• Have a general knowledge of road systems throughout Carteret County to ensure accurate directions provided to guests. Maintain information desks and amenities provided at our visitor centers.
• Maintain, in an organized fashion, front of the house and back-stock brochures and other amenities provided to visitors as well as dispose of those which are out-of-date.
• Anticipate and ensure that stock does not become low anticipated to run low. Keep all amenities at information desks organized and easily accessible.
• See that back-stock and utilities kept in storage units are squared away and secured by the shift’s end.
• Order and maintain accurate inventory records and controls.
• Keep both visitor centers clean and presentable at all times. Assist staff in gathering visitor data, namely visitor counts and assist with the entry of data into relevant databases.
• Play a proactive role in the maintenance of each facility.
• Train all staff members, inclusive of developing and maintaining detail operations manuals for desk staff assistant VC Manage and VC Manager.
• Manage staffing levels to ensure complete coverage of operating hours with emphasis on increasing staffing levels during peak periods. Keep payroll within budget parameters.
• Be flexible with working days and hours.
• Assist with specific projects, research, event listings, LED display Board posting etc.
• Will be expected to cover the responsibilities of the Assistant Visitor Center Manager in their absence.
• Perform other related duties and projects as assigned.

-POSITION QUALIFICATIONS: Education - Graduation from high school plus three years of management experience is required, or a completed Bachelors’ degree in Hospitality Management or related field.

-EXPERIENCE: Sales-floor experience in a retail setting. Hospitality experience is preferred. Exceptional organization, time management and customer relations skills.

-SPECIAL SKILLS: Must have a basic knowledge of computers and of exceptional knowledge of basic software programs such as Microsoft Word and Microsoft Excel. Good interpersonal communication skills and a proclivity to engage people in a professional setting with a positive attitude and with pleasant rapport are essential.

-WORKING CONDITIONS: This position will alternate days equally between the two visitors centers, spending 50% of scheduled time at each facility to ensure consistency in the operations. The position is also responsible for covering the equivalent of one full weekend each month, balancing time between the two facilities. The position requires excellent communication skills using Business English. The ability to establish and maintain effective working relationships with others, work independently, meet schedules and deadlines, plan and organize work is also required. Working on multiple projects and priorities is also required. Some weekend work is required beyond that described above, and occasional participation in special events. Should a staff member for the center be unavailable for their shift, the manager would be expected to either find an appropriate replacement of cover the shift personally.

-PAY: This is a salaried position with pay based on experience level. Exceptional benefits, inclusive of participation in the NC Local Government Employee Retirement System.

-PHYSICAL DEMANDS: Sitting - Frequent Standing - Frequent Walking - Frequent Lifting - Occasional (heavy, 50 lbs.) Carrying - Occasional (heavy, 50 lbs.) Pushing - Occasional (heavy, 50 lbs.) Pulling - Occasional (heavy, 50 lbs.) Reaching - Frequent Handling - Frequent Kneeling - Occasional Stooping - Occasional Crouching - Occasional Bending

May perform other duties as assigned.

Job Type: Full-time

Pay: $45,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Weekends as needed

Education:

• High school or equivalent (Required)

Work Location: In person

Salary : $45,000