What are the responsibilities and job description for the Visitor Experience Manager position at Visit Springfield, Missouri?
Job Title: Visitor Experience Manager
Location: Springfield, MO
Organization: Visit Springfield
Reports To: Vice President of Finance & Administration
Position Overview:
Are you passionate about hospitality, customer service, and creating memorable visitor experiences? Visit Springfield is seeking an energetic and service-driven Visitor Experience Manager to lead operations for the Springfield Route 66 Welcome Center and the Springfield-Branson National Airport Information Center. In this role, you’ll manage and enhance visitor experience programs throughout the city, including two new welcome centers, ensuring every guest receives a warm welcome while discovering all our city has to offer.
At Visit Springfield, we don’t just provide information - we create meaningful connections between visitors and our community. We’re looking for someone who is excited to elevate this role by bringing fresh ideas, creativity, and innovation to the visitor experience. From managing retail operations and visitor services to leading volunteers and enhancing guest engagement, this position offers the opportunity to help shape how travelers experience Springfield while showcasing the hospitality, culture, and spirit of our city.
Key Responsibilities:
● Lead the daily operations of the Springfield Route 66 Welcome Center and the Springfield-Branson National Airport Information Center.
● Deliver exceptional customer service by welcoming visitors, answering inquiries, and promoting Springfield’s attractions, events, dining, entertainment, and amenities.
● Create engaging and inviting visitor experiences that reflect the hospitality and energy of Springfield.
● Supervise, schedule, train, and support paid and volunteer visitor experience associates while fostering a positive and collaborative team culture.
● Manage Visit Springfield’s volunteer program, including recruitment, communication, scheduling, training, and volunteer hour tracking.
● Collaborate with staff and community partners to coordinate programs, events, and volunteer engagement that support tourism initiatives.
● Oversee retail and souvenir operations, including inventory management, merchandising, online orders, reporting, and point-of-sale systems.
● Ensure visitor centers remain clean, organized, visually appealing, and welcoming to all guests.
● Manage inventory and distribution of visitor guides, brochures, and promotional materials across all distribution locations.
● Record and analyze visitor data, traffic counts, and reporting metrics to support organizational goals and visitor insights.
● Process visitor inquiries and orders received through phone, voicemail, email, and CRM systems in a timely and professional manner.
● Coordinate the preparation and mailing of visitor packets, publications, and promotional materials.
● Assist with CRM data management, duplicate tracking, and visitor information updates.
● Support additional administrative and operational initiatives that advance Visit Springfield’s mission and visitor engagement efforts.
Qualifications:
● Experience in hospitality, tourism, retail management, visitor services, customer experience, or related fields preferred.
● Strong leadership and customer service skills with the ability to create positive guest experiences.
● Passion for Springfield, tourism, hospitality, and community engagement.
● Excellent communication, interpersonal, and organizational abilities.
● Experience managing teams, volunteers, or customer-facing staff.
● Ability to multitask and thrive in a fast-paced, service-oriented environment.
● Retail operations, merchandising, and inventory management experience preferred.
● Proficiency with point-of-sale systems, CRM platforms, and Google Workplace is a plus.
● Strong attention to detail, initiative, and problem-solving abilities.
● Ability to foster an inclusive, welcoming environment for visitors, volunteers, and staff from diverse backgrounds.
Benefits:
● Competitive salary and comprehensive benefits package.
● Opportunities for professional growth and leadership development.
● Collaborative and community-focused work environment.
● The opportunity to play a meaningful role in promoting Springfield as a premier destination.
Resume Submission
● To apply, please send your resume to Tonia Castaneda, Vice President of Finance & Administration, tonia@springfieldmo.org..
Visit Springfield is an Equal Opportunity Employer. We encourage candidates of all backgrounds and experiences to apply.