Visitor Services Specialist

Who is the Nashville Convention & Visitors Corp

Bringing visitors to Music City is our business, and a record 16.8 million visitors came to Nashville in 2023. The Nashville Convention & Visitors Corp brands, sells and markets Nashville as Music City to the world as a premier entertainment destination for travelers who seek authentic and unique leisure and convention experiences.

Hospitality in Nashville is a $10.5 billion industry, generating one-third of all visitor spending in the state of

Tennessee. As Nashville’s second-largest industry, there are more than 74,000 hospitality jobs in the city. The industry is an economic engine, creating more than $3.2 billion in state and local taxes.

We are a group of passionate and driven individuals working together with a team-first mentality to deliver the Brand Promise of Nashville:

The Promise of Nashville — where music is inspired, created, recorded and performed – is to provide the ultimate musical entertainment experience, celebrated throughout our diverse creative, cultural and entertainment offerings, and presented in an authentic, unique, friendly and unpretentious atmosphere.

Position Summary:

As part of the Visitor Services team, the Visitor Services Specialist is responsible for the consistent delivery of superb service to visitors, offering suggestions/recommendations, provide information on the city and assist visitors with choosing activities for their time in Nashville. Assist visitors with retail merchandise, reservations, tickets, transportation, etc. Performance is measured by sales results and service level provided to visitors. This is currently a part-time position specifically looking for assistance on Sundays and Mondays.

Essential Functions:

Responsibilities include, but are not limited to the following:

• Handle phone and/or face-to-face inquiries to assess the needs of visitors and assist them according to their specific requests.
• Provide exceptional guest service and handle occasional customer conflicts in a timely, efficient manner.
• Process fulfillment of Vacation Guides, Packages and Tickets.
• Stock, straighten and maintain the retail store to ensure merchandise is properly displayed.
• Interact with potential customers to suggest retail merchandise and promote special offers
• Maintain expert level knowledge of the city of Nashville, attractions, hotels, city events, etc. to promote to visitors; Onboarding Training and Continued Education required.
• Promote and sell hotel rooms, vacation packages and attraction tickets to visitors (Visitor’s pre-planning trips or already in-market; In-person, via phone, email or purchasing online)
• Provide travel information and guide potential visitors to choose Music City for a business, vacation, or getaway destination (visitors pre-planning trips)
• Manage designated special projects as requested.
• Performs other duties as assigned.

The Visitor Services Specialist (VSS) is part of the VISITOR EXPERIENCE/VISITOR SERVICES Team that includes a team of people working in the NCVC main office, the Customer Service Center and the Visitor Center/Music City Shop. The VSS position is designed to be knowledgeable in all areas of the Visitor Services essential functions and can be assigned to any location as needed. Each VSS is responsible for learning the necessary information, skills and systems required to perform all functions to serve visitors in any capacity. VSS team members are not assigned to a specific work location but will be scheduled based on business needs monthly.

Visitor Services Specialists are expected to participate in an Onboarding Program that provides orientation and training for the VSS role. Each VSS is expected to participate in Continued Education training to increase or maintain their Nashville knowledge.

Qualifications:

• Education- High School Diploma required, Associate’s or Bachelor’s Degree preferred.
• Skills- Oral and written communication; exceptional customer service; self-motivation; ability to multi-task; proficient computing skills including Microsoft Office Products, Possesses valid driver’s license, acceptable driving record, and reliable transportation.
• Experience- At least 2 (Two) years’ experience working in customer service or hospitality related field; Retail and POS experience a plus.
• Availability – Must be willing to work daily including Sundays and Mondays as well as city hosted event on July 4^th and New Year’s Eve holidays.

Skills and Abilities:

• Proficient in Microsoft Office tools
• Comfortable communicating with visitors in-person, over the phone and via email
• Knowledge of Nashville as a visitor destination preferred
• Exceptional customer service skills and a desire to interact with visitors
• Strong interpersonal skills; Proven experience as a team player
• Teamwork mentality to complete any task that provides service to the visitor

How to Apply for Consideration:

Email your resume to Leslie Davis at resume@visitmusiccity.com by Friday, March 28, 2025.

Questions, inquiries, or resumes received in any other format or addressed to any other source will not be considered. Resumes are active 90 days from date of receipt and do not constitute an employment relationship. Statements and representations on documents submitted for consideration must be complete and accurate. The NCVC reserves the right to verify the completeness and accuracy of all statements and representations as well as conduct background and job-related checks.