Visitor Services Manager

The Role

We are seeking a Visitor Services Manager to join our Management Team. The ideal candidate enjoys connecting with people and helping them make the most of their time in our area. Our Visitor Services Manager is one of the welcoming faces of Oregon’s Adventure Coast, helping visitors to create their memorable experiences. This role supervises, recruits and manages more than 20 volunteers and a part-time Visitor Services Coordinator who are also the welcoming faces of our destination.

Together, our Visitor Services team is an integral part of what makes Oregon’s Adventure Coast a desirable destination while also supporting local businesses, events and initiatives.

• You thrive in a people-facing, fast-paced environment.
• You are passionate about our small part of the Oregon Coast and can provide thoughtful, personalized guidance to visitors and residents alike.
• You possess excellent human resources and supervisory skills.
• You possess high levels of initiative, organization, meticulous attention to detail and the ability to work independently with limited supervision.

Management and oversight of operations for the Coos Bay Visitor Information Center (VIC). Supervision of the part-time Visitor Services Coordinator and the volunteer staff. Coordinate VIC-related activities, social media posts, electronic reader board notices, and other projects. Maintain the resale merchandise inventory, ordering/restocking merchandise and supplies. Customer service/working with the public. Strong communication skills, written and verbal. Strong computer skills. Cash handling/reconciliation skills.

Human resource skills.

• Recruit, train, manage, schedule and supervise the volunteer staff, consisting of 20 (+) individuals of diverse races, ages, genders, skills, abilities, and socio-economic backgrounds for the Coos Bay Visitor Information Center (VIC). Provide ongoing volunteer training/team building each quarter and additional instruction and/or corrective action, as needed/required.
• Supervise part-time Visitor Services Coordinator, set tasks, track hours, and report to Executive Director on staff performance.
• Supervise work experience students and interns, as necessary. Responsible for tracking all hours and paperwork/reporting required for these specific programs.
• Assure the VIC is adequately staffed with volunteers throughout the week, on weekends, during extended summer hours, and during extended special event hours of operation.
• Open and close the VIC Monday-Friday and ensure opening and closing procedures and duties are performed during the weekdays, on weekends and holidays.
• Close out the daily till, reconcile cash, run daily sales report and prepare the weekly deposit as per the VCB Internal Control Policies. Make sure there is adequate cash/change in the till and in the cash box.
• Assist volunteers, as needed, and staff the VIC front desk when volunteers and/or the Visitor Services Coordinator are not available.
• Help the Visitor Services Coordinator keep the VIC stocked with the most current visitor information available – rack cards, brochures, maps and travel magazines. Make sure that all flyers and event posters on display in the VIC are current. Keep all VIC racks and information organized and tidy.
• Provide volunteers with detailed information on what is happening in the area – update the “need to read” clipboard on a weekly basis, or as required.
• Plan and execute ongoing Volunteer appreciation activities – including, but not limited to, volunteer birthdays, an annual holiday social, and the annual Volunteer Appreciation Week during the month of April.
• Guarantee customer service “beyond excellence” for our guests through ongoing training and by example both in person and on the telephone.
• Provide visitor information, answer questions about the area, and perform research for visitors, as needed.
• Oversee all aspects of retail sales in VIC, including maintaining inventory, reporting sales, and displaying merchandise. Track inventory/low stock alerts, work with Executive…