Visitor and Partner Services Specialist

Director of Visitor and Partner Services

Visit Fort Wayne is Allen County’s official destination marketing organization. We promote Fort Wayne as a destination for leisure, group, convention, and sports travel.

The Visitor and Partner Services Specialist supports the daily coordination and administration of Visit Fort Wayne’s visitor and partner services, helping ensure that visitors, residents, partners, and community stakeholders have access to accurate, helpful, and timely information. This position plays a key role in supporting the Visitors Center, managing visitor information resources, coordinating partner-facing communications, and administering the Visit Fort Wayne and Current Fort Wayne Calendar of Events platforms.

Working closely with the Director of Visitor and Partner Services and the Visitor, Partner, and CRM Solutions Coordinator, the Specialist performs office and non-manual administrative work that helps coordinate and advance Visit Fort Wayne’s visitor services, partner services, content operations, and overall business operations. The Specialist exercises discretion and independent judgment in setting daily priorities, managing calendar content standards, maintaining visitor resources, resolving operational and partner-related issues, and recommending improvements to visitor service procedures and workflows.

• Coordinate daily Visitors Center and visitor service operations, including workflow priorities, resource management, and service standards.
• Evaluate visitor trends, calendar performance, and operational data to identify opportunities for greater efficiency and stronger visitor engagement.
• Recommend and implement improvements to visitor service procedures, operational workflows, visitor resources, and partner service processes.
• Interpret and apply organizational policies and procedures when resolving visitor, partner, and operational matters.
• Exercise discretion when responding to partner requests, visitor concerns, sensitive situations, and competing operational priorities.
• Coordinate with multiple departments to support organizational initiatives and ensure visitor-facing information aligns with Visit Fort Wayne’s strategic objectives.
• Support department initiatives, partner communications, and cross-functional projects as assigned.

• Maintain current knowledge of tourism assets and services throughout Fort Wayne and Allen County, including restaurants, attractions, hotels, events, and venues.
• Professionally assist visitors, clients, and partners with information about venues, attractions, directions, materials, event details, and merchandise.
• Answer incoming calls and communicate with in-state and out-of-state visitors in a professional, welcoming, and efficient manner.
• Compile, update, and maintain visitor information materials, including brochures, relocation packets, and specialized visitor resources, under the direction of the Director of Visitor and Partner Services and in coordination with the Marketing Department as needed.
• Coordinate and process the daily mailing of Visitors Guides requested by phone or online through the CRM.
• Process retail transactions, balance the daily cash drawer, record department merchandise transfers, and prepare monthly reports for accounting.
• Support Visitor Center retail operations, including inventory coordination, merchandising displays, and invoice processing in collaboration with the Visitor, Partner, and CRM Solutions Coordinator.
• Prepare approved donation requests for local organizations and nonprofits and maintain the Visitor Center Community Donation Request record.
• Maintain a clean, organized, and…