Visitor Experience Specialist - Event Activations

Description

The Visitor Experience Specialist - Event Activations administers assigned visitor experience programs and event activations that support Visit Milwaukee organizational, client and destination objectives. Working under general supervision, the specialist independently plans assigned activations, evaluates client and operational requirements, coordinates internal and external resources, analyzes program results, and recommends improvements to visitor experience programs and operating practices. The position exercises discretion and independent judgment within established organizational, budgetary and contractual parameters and serves as a key liaison among Event Experience, internal departments, clients, venues, hospitality partners, volunteers and community organizations.

• Own assigned visitor experience activations and smaller client/event programs from initial planning through execution, evaluation, and closeout under general supervision.
• Evaluate client and organizational objectives and develop activation plans, service approaches, project timelines, staffing models, resource requirements, and contingency plans appropriate to each assignment.
• Determine the appropriate deployment of staff and volunteers for assigned activations based on anticipated attendance, service objectives, client requirements, venue conditions, and available resources.
• Coordinate and direct implementation of approved activation plans with internal departments, venues, hospitality partners, community organizations, vendors, staff, and volunteers.
• Serve as the primary operational decision-maker for assigned activations and independently adjust staffing, visitor-service deployment, schedules, workflows, and approved resources when changing conditions require action.
• Evaluate operational issues and select appropriate courses of action; elevate matters exceeding delegated authority or presenting unusual legal, financial, reputational, or safety risk.
• Ensure activation plans, visitor-facing information, collateral, signage, sponsored elements, and service delivery align with organizational standards, client commitments, and brand requirements.
• Manage partner collateral obtainment and distribution at activations, client needs, and at visitor centers.

• Analyze activation activity, visitor interactions, staffing and volunteer participation, feedback, service issues, and other performance measures to identify trends and opportunities.
• Lead post-event reviews for assigned programs and develop recommendations regarding program design, staffing, service standards, resource allocation, tools, partnerships, and future execution.
• Research visitor experience practices, industry trends, and emerging tools; evaluate alternatives and recommend new activation concepts or visitor-centric offerings that advance department objectives.
• Develop or recommend operating procedures, checklists, service standards, briefing materials, and tools that improve consistency, efficiency, and visitor experience.
• Prepare reports and presentations for department leadership summarizing results, business implications, lessons learned, and recommended actions.

• Act as a key operational contact for assigned activations, translating client and partner needs into practical service and activation strategies.
• Build productive working relationships with venues, hospitality partners, community organizations, frontline teams, and internal stakeholders; resolve routine-to-complex coordination issues within delegated authority.
• Lead pre-event briefings and provide direction to assigned staff and volunteers regarding service expectations, responsibilities, schedules, escalation protocols, and event-specific requirements.
• Coordinate with marketing, partnerships, sales/services, and other departments to integrate approved sponsorship, brand, visitor-information, and client-service requirements into activation plans.
• Provide event services for assigned smaller groups or special projects when designated, with responsibility for planning and service decisions within established parameters.

• Manage assigned projects tied to the annual strategic plan, establishing work plans, coordinating stakeholders, monitoring progress, and meeting established deadlines and department goals.
• Support site inspections, FAM tours, welcome programs, hospitality/frontline training, and major-event initiatives where the assignment requires project ownership, analysis, or independent coordination.
• Maintain current knowledge of Greater Milwaukee developments, attractions, restaurants, hotels, transportation, venues, and event information necessary to make informed program and visitor-service decisions.
• Provide limited hands-on event or visitor-service support when operationally necessary; such work is incidental…