Vacation Specialist - Full Time

TITLE:  Job Description – Vacation Specialist (Full-Time)

REPORTS TO: Director of Visitor and Partner Services

QUALIFICATIONS:

1. Education: High school diploma or equivalent required. Associate's (AA) or bachelor's (BA) degree preferred, or an equivalent combination of education and relevant work experience.
2. Technical skills:
3. 1. Proficiency in computer use required.
   2. Working knowledge of the current Microsoft Office Suite required
   3. Experience with CRM systems (such as Simpleview/Granicus) is beneficial but not required
4. Experience: Demonstrated experience in a public-facing service environment required; hospitality or tourism organization experience preferred
5. Soft Skills:
6. 1. Delivers friendly, professional, and engaging service that reflects the organization’s standards and the destination’s Southern hospitality
   2. Demonstrates a genuine passion for creating memorable visitor experiences and representing the destination and organization positively
   3. Effectively manages multiple guest interactions and responsibilities simultaneously
   4. Clearly conveys information both verbally and in writing; actively listens and responds appropriately to guest needs
   5. Remains flexible and composed in a fast-paced, ever-changing environment
   6. Ensures accuracy in shared information and tasks completed

ESSENTIAL FUNCTIONS:

1. Ability to communicate effectively, manipulate data, perform operational tasks, and operate office equipment.
2. Ability to lift 35 pounds.
3. Have dependable transportation and a current driver's license.
4. Flexibility to carry out responsibilities on evenings, weekends, holidays, and to travel as needed.
5. Ability to read and comprehend information.
6. Stamina to work outdoors year-round with the Mobile Welcome Center van in all elements.

RESPONSIBILITIES: 

1.     Represents Alabama's Beaches and the CVB professionally at all times while serving as a positive ambassador for the destination.

2.     Provides personalized recommendations for lodging, dining, attractions, shopping, events, and outdoor recreation based on guest interests while promoting CVB Industry Partners whenever appropriate.

3.     Works in the welcome center as scheduled:

·       Greets all visitors by standing and welcoming them in the lobby, providing assistance in a warm, informative, and hospitable manner

·       Maintains a clean, organized, and inviting lobby environment; reports any cleaning or maintenance needs promptly

·       Opens and closes the Welcome Center as assigned

·       Ensures brochure racks are fully stocked and well-organized

·       Maintains accurate visitor logs and industry partner referral data as directed.

·       Unloads and organizes collateral deliveries; assists in maintaining an orderly brochure stockroom, including breaking down boxes

·       Responds to visitor inquiries via phone, email, mail, and text in a timely and professional manner; enters corresponding data in the Simpleview/Granicus CRM

·       Monitors collateral inventory and coordinates replenishment activities, including:

                                                    i.     Ordering internal products from the warehouse

                                                  ii.     Communicating low inventory levels with Industry Partners

                                                iii.     Coordinating with Alabama Tourism and other vendors

                                                iv.     Maintaining related CRM coding

                                                  v.     Producing monthly brochure rack inventory reports

·       Completes weekday inquiry fulfillment and related processing duties

·       Completes other guest responses (some social media questions and reviews), data entry, and data maintenance tasks as assigned

·       Communicates annually with travel agents to gather bulk orders for the new vacation guide

·       May be assigned to answer calls and complete other assigned tasks in the brochure room based on call volume

4.     Works events or other appearances as scheduled in the Mobile Welcome Center Van (internally referred to as BEV: Beach Engagement Vehicle)

·       Drives, parks, and operates the BEV safely in accordance with organizational policies and procedures

·       Sets up, maintains, and tears down the BEV footprint, displays, and equipment to ensure a professional and engaging guest experience

·       Engages with guests to provide destination information and promote beach safety, the Leave Only Footprints initiative, and destination awareness

·       Maintains the cleanliness, organization, and appearance of the BEV, reporting any maintenance or operational concerns (including pre and post-trip inspections)

·       Participates in outdoor events conducted in various weather conditions and tracks required interaction metrics and inventory

5.     Works the Airport Welcome Table as scheduled

·       Maintains a clean, organized, and visually appealing table display; ensures materials are fully stocked

·       Greets passing guests in a friendly, welcoming manner and offers vacation planning resources

·       Responds to guest inquiries and provides accurate, helpful vacation information

·       Tracks and reports interaction metrics at the end of each shift

·       Monitors inventory levels and reports low materials

·       Assists with refilling inventory when needed

6.     Performs duties at any other assigned events or appearances, delivering exceptional destination hospitality and adapting to the organization’s evolving visitor service priorities

7.     Continuous Education:

·       Responsible for learning and maintaining current knowledge of area businesses (Industry Partners) and events

·       Works to meet annual performance and professional development goals

8.     In the event of an occurrence or an anticipated occurrence that produces a mandatory evacuation order for the CVB tax district, the employee is responsible for reporting to the location designated by the President/CEO within 48 hours of the time of the occurrence.

9.     Performs other duties as assigned by and coordinates and provides special project support to:

·       President/CEO

·       Vice President of Admin and Finance

·       Director of Visitor and Partner Services

JOB LOCATION: This position is scheduled to work in-person at the following locations:

• Orange Beach Welcome Center (23685 Perdido Beach Blvd. in Orange Beach, AL)
• Operations Center (900 Commerce Loop in Gulf Shores, AL)
• Gulf Shores International Airport (1155 Commerce Drive in Gulf Shores, AL)
• Any festival or event in the destination of Gulf Shores, Orange Beach, Fort Morgan or neighboring communities.

This role also works holiday and weekend shifts as scheduled.

EVALUATION:         

• Three months after hire (probation period), then annually.
• Participates in regular departmental meetings, CVB staff meetings and project meetings, as needed.
• Participates in scheduled area FAM tours and other training, as assigned.

This job description is not intended to detail every aspect of this position or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.