Visitor Services Manager

Reports To: Director of Community Engagement

Hours: 35 hours per week, Monday-Friday 8:30am-4:30pm

Occasional weekends and evenings as necessary

Position Summary

The Visitor Services Manager leads the daily operations of the Discover Albany Visitor Center and ensures the delivery of exceptional hospitality to every guest. This role manages frontline team members, oversees scheduling, merchandising, and financial transactions, and works closely with the Albany County community to design engaging visitor experiences. The Manager is responsible for collecting visitor data, entering data into the Customer Relationship Management (CRM) System, and sharing feedback to enhance both the visitor and resident experience.

By combining operational oversight with creativity and community engagement, the Visitor Services Manager strengthens Albany County’s reputation as a welcoming, vibrant, and dynamic destination.

Essential Duties and Responsibilities

• Oversee all daily operations of the Visitor Center, ensuring it remains a welcoming, inclusive, and informative space for guests.
• Manage staff scheduling, opening/closing duties, and staff coverage for holidays, evenings, and weekends.
• Ensure timely deposits, POS system accuracy (Square), and compliance with financial procedures.
• Handle escalated customer service concerns with professionalism and hospitality.
• Maintain facility appearance, including activations and seasonal décor and merchandising that are tied to destination wide events, campaigns and other promotions.
• Collaborate with Director of Community Engagement, to coordinate and activate launch of new Visitor Center in downtown Albany.
• Provide administrative assistance to the Albany International Airport Information Center, including purchasing office supplies.

• Recruit, train, and supervise part-time visitor center staff, ensuring service excellence and strong/extensive knowledge of tourism in Albany County.
• Provide ongoing coaching to frontline staff, emphasizing top-notch hospitality and consistency.
• Oversee adherence to policies, procedures, and hospitality standards.

• Collaborate with members and community stakeholders to develop and feature new visitor experiences and promotions, including public tour schedule.
• Engage with Albany County community to regularly identify updates, promotions, and happenings to share with visitors.
• Create promotions & events at the Visitor Center to drive traffic and enhance the guest experience.
• Coordinate and staff Mobile Visitor Center experiences at appropriate community events.
• Collect visitor feedback to improve services and inform organizational strategy.
• Ensure accurate and timely visitor data collection and entry into the CRM system.
• Collaborate with Discover Albany Marketing and Sales & Services team.

• Oversee product selection and merchandising in the Visitor Center gift shop, ensuring relevance and alignment with current events, seasonal activities, and major happenings.

• Support Director of Community Engagement with administrative tasks, including scheduling Cultural Heritage & Tourism partnership meetings.
• Track and maintain inventory of visitor guides, brochures, and promotional materials.
• Coordinate delivery of promotional collateral to community partners.
• Ensure visitor inquiries (email, phone, and in-person) are handled promptly and professionally.
• Prepare reports on visitor traffic, sales, and engagement for internal use.
• Complete other duties as assigned.

• 2-3 years of experience in customer service, retail, hospitality, or tourism, with at least 1 year in a supervisory role.
• Strong background in delivering exceptional hospitality and customer service.
• Experience in staff training, scheduling, and performance management.
• Proficiency in Microsoft Office and POS systems (Square preferred).
• Strong attention to detail, organizational skills, and ability to manage multiple priorities.
• Outstanding interpersonal and communication skills, with a collaborative and professional approach.
• Flexible availability, including evenings, weekends, and holidays.
• Valid NYS Driver’s License and reliable transportation.

Salary Range: $40,000-$45,000

• Benefits include medical, dental, and vision insurance; a 401(k) plan; paid time off (PTO); paid holidays and floating holidays; and employee parking.

About Discover Albany:
The Albany County Convention & Visitors Bureau, Inc. was established in 1976 to promote the civic and commercial progress of the community through increased development of conventions and tourism. Today, the organization is known as Discover Albany. Discover Albany currently represents more than 300 member businesses and assists each year in hundreds of regional meetings. Discover Albany also operates the Discover Albany Visitors Center and the Albany International Airport Information Center.