Visitor Experience Manager

JOB DESCRIPTION: The Visitor Experience Manager leads Visit Bentonville's front-line visitor services team in creating welcoming, memorable experiences that inspire guests to explore and embrace our vibrant community. This leadership role is instrumental in fulfilling our mission to promote Bentonville as a premier destination for all by developing service standards, building team capabilities, and fostering strong community connections. Through strategic oversight of the visitor center operations and mobile unit, this position directly impacts economic development by ensuring exceptional guest experiences that encourage longer stays and return visits. They must perform all duties in a safe and prudent manner with good character and ethical behavior.

ROLES & RESPONSIBILITIES: These roles and responsibilities are intended to describe the general nature and level of work being performed by the individual assigned to this position. They are not intended to be a complete list of all duties, responsibilities, and/or skills required. Other tasks may be assigned as needed.

• Implement visitor center operations, both the brick-and-mortar lobby and mobile visitor center truck
• Lead and develop the visitor services team, including hiring, training, scheduling, and performance management of the visitor experience team
• Design and implement visitor service systems and standards that ensure consistent, high-quality guest experiences
• Manage operational elements including retail sales, resource inventory, and facility maintenance for both stationary and mobile visitor centers
• Build and maintain relationships with local tourism partners, ensuring the team has current, comprehensive knowledge of area offerings
• Analyze visitor data and feedback to guide service improvements and team development
• Manage budget and resources for visitor services operations
• Create and maintain training programs that empower staff to serve as knowledgeable destination ambassadors and fulfill duties safely
• Collaborate with other departments to align visitor services with broader organizational initiatives
• Direct special projects and events that enhance the visitor experience

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor's degree in hospitality, tourism, or related field preferred but not required.
• 3-5 years of experience in tourism/hospitality management with demonstrated leadership success
• Strong understanding of tourism industry trends and best practices
• Experience developing and implementing customer service standards and training manuals
• Proven ability to build and maintain community partnerships
• Excellence in team development and performance management
• Strong analytical and problem-solving skills
• Awareness of safety standards and ability to respond, willingness to learn
• Proficiency in data analysis and reporting
• Superior communication and interpersonal abilities
• Experience with database systems, interest in learning Simpleview (our tourism based CRM)
• Proficiency in Microsoft Office suite, particularly Outlook and Excel

As a pseudo-government entity, the salary for this position is non-negotiable. We will not be holding interviews with anyone that is not comfortable with this salary range. In addition to the base salary, this position includes a comprehensive benefits package featuring health insurance, retirement contributions, paid time off, and professional development opportunities.

This position is for candidates in Northwest Arkansas only.