Visitor Services Manager

Starting placement will generally not exceed 15% of the advertised initial salary range and is based on qualifications, experience, and internal equity.

GENERAL DESCRIPTION OF DUTIES

This is a professional, responsible position managing the Visitor Services programs which promote the Tallahassee area, resulting in positive economic impact.  

NOTE: The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.  The Job Description Questionnaire (JDQ) reflects a more detailed description of the position.  Neither the job description nor the JDQ constitutes an employment agreement. Both are subject to change as the needs of the County and requirements of the job change.

ESSENTIAL DUTIES

Manage Visitor Services functions and operations across two Visitor Information Centers. Track and analyze visitor data collected at both centers to inform strategic decision-making. Coordinate group services for meetings, conventions, and leisure groups to enhance the visitor experience. Lead outreach efforts at major events by managing informational and promotional displays. Oversee inventory control, ensuring both Visitor Information Centers and industry partners are consistently supplied with visitor guides and promotional materials. Manage the distribution of annual visitor guides and other collateral to regional industry partners throughout the year. Procure printed materials and resources that promote Leon County, the Tallahassee area, and local attractions to tourists. Provide direct support by welcoming and assisting visitors to ensure a positive guest experience.

Develop and expand the retail sales program, including the implementation and management of an e-commerce gift shop. Determine product selections and vet prospective vendors for wholesale partnerships. Recruit local artisans and businesses to source "Tallahassee-branded" and locally made products. Manage retail inventory and track sales performance metrics. Maintain sales accounting systems, providing the Senior Operations Manager with accurate deposit forms and financial reports. Design window and in-store displays at two Visitor Information Centers to align with seasonal marketing campaigns. Develop the annual departmental plan, manage budgets, and generate required reports.

Supervise visitor service representative staff at two Visitor Information Centers. Work with Leon County Volunteer Services to recruit volunteers when additional staff is necessary. Train staff and volunteers to provide services to visitors. Schedule staff and volunteers to ensure that the Visitor Information Centers has ample coverage. Coordinate meetings with staff and volunteers to provide updates and prioritize tasks. Coordinate staff to work special events. Manage staff personnel/HR issues and review and approve time sheets.

Provide support as needed to the Division's Grant Program Manager, coordinating and supporting the Legacy and Signature/Emerging Signature Tourism Grant Programs with the grant application cycle, awards process, post event reporting and as liaison with grant recipients. Manage industry/partner relations for the Division's grant program. Coordinate assistance between grant recipients and other Division programs/resources to maximize the Division's investment in local events. 

OTHER IMPORTANT OR MARGINAL DUTIES

None. 

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of Tallahassee/Leon County visitor assets including hotels, restaurants, attractions, museums, and events.

COMPLEXITY OF DUTIES

Employee must be able to to use independent judgment in situations such as handling employee conflicts, purchasing materials for tourism, managing grants and working with grantees.

INTERNAL AND EXTERNAL CUSTOMER CONTACT

Internal contact with department staff.  Considerable external contact with industry stakeholders and customers.

EQUIPMENT AND TOOLS USED

Microsoft Office (Excel, Outlook, Teams, Word), NCR Silver POS (or equivalent), Submittable (or equivalent).

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work will be mainly indoors at a desk or at a trade show.  There will be some setup requirements at travel shows.  There will also be some outside work during site inspections or educational tours of the destination.

MINIMUM QUALIFICATIONS

Requires a bachelor’s degree in Management, Sales/Marketing, Business, or a related field, along with a minimum of three  years of relevant professional experience. Extensive professional experience (nine or more years) in a related field may be considered in lieu of a degree.

Necessary Special Requirements:

A valid Florida Driver's license and have a favorable driving record.

All Leon County employees (regular full-time and part-time, OPS, and PRN) are required to work before, during and after a Declared Local State of Emergency (DLSOE). Participation is considered a condition of employment. 

Selection Guidelines:

Formal application, rating of education and experience, oral interview, reference check and drug testing.

FLSA  STATUS:  Exempt. Position performs exempt work and is supervisory. Employee must use independent judgment.

Effective Date:  10/01/2009

Revision History: February 18, 2015; July 6, 2018; June 27, 2022; March 11, 2026.

Salary : $49,834 - $82,226