Hospitality Culture Specialist

Position: Hospitality Culture Specialist

Salary: $65,000

Benefits: Health, Dental, Vision, 401k, Vacation, Sick time & Mental Health Days

Visit Boulder, the Convention and Visitors Bureau is the official destination marketing organization for the City of Boulder. The mission of Visit Boulder is to strengthen the local economy by inspiring visitors to connect with Boulder's vibrant landscape and unique culture.

The Hospitality Culture Specialist, reporting directly to the Vice President, Visitor Experience & Community Partnerships, plays a key role in shaping how Boulder is experienced by the visitors who come here every day. This position is responsible for building direct relationships with frontline hospitality workers, managing and expanding our Welcoming & Belonging Certification Program, and ensuring that every guest-facing professional, from hotel front desks to rideshare drivers, has the knowledge and confidence to represent Boulder exceptionally.

The ideal candidate is highly self-directed, people-driven, and energized by working directly in the community rather than behind a desk. This role serves as the connective link between Visit Boulder and the frontline workforce out in the field, delivering hands-on training, distributing destination knowledge, and building the kind of trust with hospitality staff that turns good service into something guests remember.

Essential Duties and Responsibilities:

Frontline Engagement & Relationship Building

• Build authentic, in-person relationships with frontline hospitality staff across hotels, restaurants, attractions, retail establishments, and transportation providers
• Spend consistent time in the field to understand guest needs, staff challenges, and opportunities to elevate service
• Maintain a frontline contact database and communication channels that reach workers where they are
• Bring frontline feedback and community insights back to the larger team

Training, Certification & Culture

• Build, expand, and manage the Welcoming & Belonging Certification Program with a long-term goal of citywide majority uptake
• Serve as the primary LMS administrator: manage enrollment, maintain course content, monitor progress, and keep the user experience smooth for frontline participants
• Track completions, print certificates, and personally deliver them, ensuring every milestone gets recognized in a way that matters
• Deliver engaging on-site trainings covering destination knowledge, special events, and focus topics aligned with Visit Boulder’s strategic initiatives
• Inspire pride, confidence, and local expertise to make service culture feel relevant, valued, and worth owning

Local Knowledge, Insights & Experience Building

• Become a genuine expert on Boulder by embracing curiosity, constant learning, and the kind of detail that makes a guest recommendation land
• Equip hospitality staff to answer questions on anything from transportation, trails, parking, dining, and events with real confidence
• Distribute brochures, maps, and collateral directly to partner locations through regular in-person visits
• Track all distribution data in our CRM. Take time to educate staff on print materials and updates at the time of delivery. This is not a mail or digital fulfillment function
• Must be able to lift and carry up to 40 lbs; role involves regular loading, unloading, and transporting of printed materials
• Valid driver's license required; position includes a delivery component with routine vehicle operation
• Capture frontline insights and visitor trends, turning them into practical toolkits and actionable improvements for hospitality teams

Events & FAM Tours

• Coordinate restaurant tastings and experiential outings so that staff recommendations are grounded in firsthand knowledge
• Organize monthly frontline meetups, tours, and experiential learning opportunities, as well as quarterly FAM tours
• Develop, implement and manage a program for hospitality worker perks across the city

What Success Looks Like

• Frontline staff feel informed, valued, and genuinely proud to represent Boulder
• Certification participation grows steadily toward citywide majority uptake
• Visitors consistently receive confident, specific, locally grounded recommendations
• The hospitality community experiences stronger communication, collaboration, and service culture across the city

What This Role is Not

This role is focused on the people who interact directly with guests every day. This is not a membership, partner relations, or business development role.    

What You Bring

• Experience working with frontline hospitality teams; hotel or restaurant experience strongly preferred
• Genuine curiosity about local events, dining, trails, and culture and a drive to stay current
• Strong interpersonal skills. Approachable, credible, and energizing with a wide range of people
• Comfortable presenting, training, and facilitating groups in person
• Highly self-directed and organized
• You take accountability seriously
• Bilingual (Spanish/English) preferred
• Comfortable with a primarily in-person work schedule aligned with partner and community rhythms

The best person for this role has lived the frontline experience; the front desk agent who knew every great restaurant in town, the server who became the go-to trainer for every new hire, the hotel staff who could make any guest feel at home in five minutes. It’s also a strong fit for someone already in hospitality or tourism who is ready to redirect their skills toward something more community-facing and people-centered. Whether you’re stepping off the floor or pivoting from a coordination or service role, what matters most is that you understand how hospitality works from the inside, you’re energized by sharing knowledge, and you’re ready to do that at scale across Boulder’s frontline community.

Why This Role Matters

This is a culture-shaping role with tangible impact supporting thousands of daily visitor interactions and helping Boulder show up as welcoming, informed, and memorable. If you believe the people on the front line are the heartbeat of a destination and you want to help them do their best work, this role is built for you.

Why Join Visit Boulder?

• Work in a dynamic and innovative environment that showcases Boulder’s unique culture and attractions
• Opportunity to play a key role in driving tourism and economic impact for the community
• Competitive salary, benefits, and professional development opportunities