Visitor Manager

POSITION SUMMARY

The visitor experience manager oversees the visitor experience and volunteer program, to enhance the experience for visitors and locals in the Greater Milwaukee area. This position manages the visitor center(s) and its associates, explores new tools and resources to enrich the visitor experience, conducts frontline staff trainings, and enhances the volunteer program. The visitor experience manager works cross-department and with community groups throughout the regions to advocate for visitor services and resources.

• Manage the visitor experience program and develop visitor programming with the director to further enhance the overall visitor experience.
• Assist in identifying short and long-term opportunities, recommended initiatives, and work cross departmentally and in collaboration with industry partners to deploy approved programs.
• Explore new tools and resources to support the overall visitor experience including digital kiosks, apps, and visitor-centric offerings.
• Manage the visitor centers at the convention center and airport to ensure partner brochures and visitor information is updated and accurate.
• Assist in updating operating procedures and policies and standardize Visit Milwaukee’s customer service expectations.
• Manage the visitor experience team, including recruiting, hiring, training, and managing daily staff operations.
• Ensure staff have the necessary weekly/monthly training on visitor resources, city developments, and event details to best respond and engage with visitor inquiries. Ensure visitor content and information is updated and relevant and is on brand.
• Maintain strong online visitor experience presence, ensure social media and online chat are active and engaging for responding to visitor inquiries, and research new tools and emerging technologies / third-party vendor services to ensure Visit Milwaukee’s online visitor resources are best in class.
• Develop and conduct regular visitor experience group trainings around the Greater Milwaukee area including hospitality trainings to our partners, as well as conduct meetings with BID street ambassadors, Uber/Lift/cab drivers, Wisconsin Center District guest services staff, and industry partners’ frontline staff.
• Administer talent recruitment and new resident informational seminars on the Greater Milwaukee area.
• Explore sponsorship opportunities for or within visitor service center(s), work with the marketing and partnership departments to create sponsorship marketing materials and proactively reach out to business prospects to create new revenue streams for the organization.
• Manage the Visit Milwaukee collateral distribution program; work with marketing and administration departments on fulfillment to ensure timely distribution and refill of annual publications, work with partners to ensure proper representation of partners at visitor service center(s), and recommend collateral needs based on visitor and partner feedback.
• Ensure proper tracking of visitor information and inquiries; generate reports and analyze data and trends to recommend changes or additions to programming.
• Attend industry visitor services conferences and research trends in visitor engagement programs.
• Lead grant submission process (if visitor experience programs qualify for a potential grant) including developing grant applications for programs, fulfillment of elements, and proof of performance reports.
• Develop and maintain a direct line of contact with State Tourism department and support any regional tourism centers with Visit Milwaukee’s collateral and information. Work alongside marketing team on overall distribution plan leveraging brochure racks and vendors to display Visit Milwaukee’s collateral.

• Manage the volunteer program for Visit Milwaukee to include recruitment and training of new volunteers, volunteer scheduling, volunteer communications, and administration of volunteer database, including volunteer information and records.
• Strengthen and maintain outreach to educational facilities with tie-ins to the tourism/hospitality industry to create…