Visitor Experience Manager

Job Title: Visitor Experience Manager

Department:  Visitor Services  

FLSA Status: Hourly, Non-Exempt

Reports to: Director of Visitor Experience

Prepared/Revised Date: 2026

About Visit Spokane 

Visit Spokane is a Destination Management Organization (DMO). The mission of our DMO is to enhance the local economy by marketing our region nationally as a desirable destination for group, business and leisure travel, creating economic impact to the stakeholders, members and community we serve.

Job Summary 

The Visitor Experience Manager supports the Visitor Experience Director by overseeing the daily operations, flow, and functionality of Visit Spokane’s Visitor Center as a dynamic visitor engagement space. This role ensures the Center is welcoming, well‑maintained, and experiential, with accurate and compelling destination information presented consistently. The Manager supervises Visitor Center staff as delegated, manages day‑to‑day activity within the space, and supports high‑quality visitor interactions that reflect Spokane’s character and sense of place.

Key Responsibilities

Visitor Center Operations & Staff Leadership

• Serve as the day-to-day operational lead for the Visitor Center, ensuring smooth and professional front and back of house operations.
• Create and publish weekly staff schedules at least 14 days in advance.
• Supervise and support part-time Visitor Center staff at the direction of the Director.
• Review and approve bi-weekly timesheets for accuracy and timely submission.
• Delivery of collateral to partners across the county, including publications and merchandise.

Visitor Experience & Engagement

• Support planning and execution of Visitor Center activations, patio programming, and events in Riverfront Park and other public spaces.
• Contribute ideas to enhance the Visitor Center as an experiential hub through partnerships, seasonal moments, and interactive elements.
• Oversee preparation and mailing of visitor information packets in alignment with brand standards.
• Support distribution of Visitor Guides, maps, and collateral, including partner pickups or delivery coordination.

Retail, Inventory & Materials Management

• Manage Visitor Center retail and informational inventory
• Conduct month end inventory counts and maintain accurate reports in coordination with the Visitor Experience Director.
• Process incoming giveaway items and collateral, completing initial counts and coordinating internal tracking updates.
• Assist with pulling and preparing internal orders for Visit Spokane amenities, including other department requests

Events, Content & Information Management

• Research and maintain accurate information on local events, attractions, and partners for visitor use and digital displays.
• Review and approve event submissions for Visit Spokane’s events calendar in alignment with content guidelines.
• Monitor signage and digital displays and coordinate updates with the Visitor Experience Director.

Collaboration, Communication & Strategic Support

• Work closely and collaboratively with the Visitor Experience Director to support departmental goals, anticipate needs, and alleviate operational workload through proactive ownership of day-to-day responsibilities.
• Contribute insights, observations, and data from the Visitor Center floor to inform ongoing improvements to visitor services, retail offerings, and experiential programming.

Adaptive Challenges

This position requires the ability to tackle adaptive challenges. These challenges refer to complex problems or opportunities that require a pivot in the plan. Unlike technical challenges which can be solved with expertise, adaptive challenges demand learning and collaboration across teams to navigate ambiguity and implement lasting solutions. 

• Cross Departmental Collaboration: Coordinate with internal teams (Sales, Marketing, Operations, and Administration) to ensure Visitor Center operations align with broader organizational priorities.
• Operational Agility: An environment that requires flexibility, sound judgment, and the ability to adapt quickly while maintaining a calm, professional, and solution‑oriented approach.
• Evolving Knowledge: Our team operates in an evolving environment that requires staying current on assigned areas of responsibility while continuously learning, evaluating, and adapting to new information and tools.

Work Environment: Special Considerations

This role generally requires 32-40 hours per week.

Work Location

The Spokane Visitor Information Center is currently located at Riverfront Park and main office on Riverside. This location will change to Main and Howard at the end of 2026.

Because the Visitor Information Center is open 7 days a week, weekends are included.  This is an in-person role.  This is not a remote position.

Physical Requirements

• While performing the duties of this position, the employee is frequently required to walk, bend, reach, stand for extended periods of time, and sit for extended periods. Extensive use of a keyboard and typing required.
• The employee must be able to communicate effectively.
• The noise level in the work environment is moderate.
• You must be able to lift and carry 40 pounds.
• Must be able to drive or use public transportation to deliver boxes up to 40lbs of collateral throughout the county.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• High school diploma and/or some college education preferred.
• Experience in retail, customer service, hospitality, and the tourism industry preferred.
• Excellent written, verbal, and organizational skills.
• Ability to work independently.
• Must be people-oriented, have high stamina/high energy levels.
• Other characteristics important are proven problem analysis and resolution skills.
• Proficiency with Microsoft Office.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Visit Spokane believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications, and job scope, but not limit our employees nor the organization to just the work identified. We expect that each employee will offer his/her/their services wherever and whenever necessary to ensure the success of the company. 

Visit Spokane provides Equal Employment Opportunity (EEO) to all people regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status about public assistance, veteran status, or any other characteristic protected by individuals with disabilities. 

Salary : $23 - $26