Retail & Visitors Center Manager

Position: Retail & Visitors Center Manager

Department: Partnership

Reports to: Director of Marketing & Partnership

Job Type: Full Time, exempt

Date: January 2026

About Discover Lancaster

Discover Lancaster, a private non-profit partnership organization, is the official Destination Marketing Organization for Lancaster County. Our mission is to stimulate economic growth throughout the County by attracting visitors and inspiring them to discover the unique destination. Discover Lancaster creates, plans, and implements marketing, sales, and public relations programs that attract meetings, conventions, tradeshows, international and domestic groups, media, and leisure travelers to Lancaster County. 

Nature & Scope of Position

The Retail & Visitors Center Manager is a leader who is responsible for overseeing all front-of-house operations at Discover Lancaster to ensure that visitors receive exceptional service and accurate information about local attractions, lodging and experiences. This role oversees all part-time Travel Consultants.

Summary of Essential Functions

Guest Relations

·       Train, schedule and supervise Travel Consultants.

·       Maintain updated knowledge of tourism partners, itineraries, and local offerings.

·       Resolve visitor concerns with professionalism and empathy.

·       Ensure that visitor touchpoints – in-person, phone, and digital inquiries – are handled efficiently and in alignment with organizational standards. (i.e. business reply cards)

·       Manage UPS shipments of Getaway Guides

·       Organize familiarization tours at partner properties for Travel Consultants (4 per year minimum).

·       Ensure the Visitors Center is clean, organized, inviting, and reflective of Discover Lancaster’s brand standards.

Retail Operations

·       Manage day-to-day retail operations, including product selection, merchandising, vendor relationships, inventory management and POS system.

·       Analyze sales reports to inform product assortment, pricing and promotions.

·       Maintain attractive, on-brand retail displays and seasonal merchandising.

·       Oversee cash handling procedures and work with the accounting team to maintain accurate financial reconciliation.

·       Ensure compliance with retail policies, safety standards, and loss-prevention procedures.

Leadership & Administration

·       Recruit, train, coach, and evaluate team members to foster a positive, team-oriented environment.

·       Develop and implement operational procedures to improve efficiency and visitor satisfaction.

·       Prepare and manage budgets for retail operations, staffing, and general Visitors Center needs.

·       Collaborate with marketing and leadership teams to support promotions, seasonal campaigns, and tourism initiatives.

·       Provide regular reports on visitor trends, retail performance, staffing needs, and operational updates.

This job description reflects management’s assignment of essential functions. It does not restrict the tasks that may be assigned. 

Job Requirements

·       Bachelor’s degree in hospitality, tourism, retail management, or a related field – or equivalent experience.

·       3 years of experience in customer service, visitor services, retail management or related roles.

·       Supervisor or team-lead experience required.

·       Strong communication, organizational and problem-solving skills.

·       Proficiency with point-of-sale systems, inventory management, and basic financial reporting.

·       Ability to work some weekends, holidays and special events as needed.

·       Genuine enthusiasm for Lancaster County and its tourism offerings.

Work Environment

·       Requires standing for extended periods, occasional lifting of merchandise or supplies up to 35 lbs.

·       Office environment with standard equipment.

·       Frequent interaction with visitors from diverse backgrounds.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is regularly required to sit for extended periods; and occasionally required to climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 35 pounds.