Visitor Services Coordinator

ESSENTIAL DUTIES & RESPONSIBILITIES

Operational and administrative duties

• Support the daily operations of visitor centers and welcome program activity (ie. Airport Greeters Convention Volunteer Team) respond to email/website inquiries and provide information on destination amenities to ensure a high level of visitor engagement and customer service.
• Maintain up-to-date information about destination offerings manage inventory and ensure all print collateral and digital information are current.
• Maintain frequent communication with visitor center facility partners to ensure proper maintenance of visitor centers technology support and adequate team member accommodations.
• Support adherence to standard operating procedures for visitor & volunteer services functions.
• Coordinate with other departments to support conventions special events programs and marketing efforts.
• Track and report visitor and volunteer services performance metrics for internal reporting and data analysis.
• Assist with the planning and logistics of special events FAM tours community engagement activities and industry programs.
• Perform administrative tasks including report preparation complete office A/P functions reconcile project budgets coordinate marketing project requests manage department supply inventory.
• Provide information for annual budget preparation.
• Regularly provide office performance reports and status updates to Sr. Manager Visitor and Volunteer Services.
• Participate in regularly scheduled department planning sessions and special activities.
• Process staff and volunteer reimbursements.

Staff and volunteer management

• Create and manage monthly volunteer schedules. Schedule volunteers to support conventions special programs office operations and visitor centers. Audit volunteer scheduling and placement to optimize financial resources and operational efficiencies.
• Maintain accurate records of volunteers information hours and assignments utilizing volunteer management software.
• Support the implementation of the staff and volunteer recruitment program.
• Provide volunteer management support to include supervision of volunteer activities responding to volunteer feedback daily welcome program orientation cultivate positive volunteer relationships coordinate volunteer training sessions onboarding and service reviews.
• Develop and implement volunteer recognition and retention programs to engage volunteers and increase their level of commitment and overall satisfaction.
• Implement training and communication systems to keep volunteers informed about upcoming conventions exhibitions programs special events updates and tourism assets.
• Support staff & volunteer programs that enhance the visitor experience.
• Provide regularly scheduled update meetings special activities events and recognition programs to increase staff and volunteer engagement.

Visitor experience management:

• Execute and maintain high standards for visitor support and services.
• Ensure a positive welcoming and safe environment for all visitors.
• Respond to visitor feedback tactfully and professionally.
• Follow-up and provide service to support in-bound leisure travel inquiries from individuals and groups about the destination.

Programming and external relations

• Support the creation and implementation of seasonal programming and service offerings to increase visitor engagement in the destination and enhance the guest experience.
• Support local industry programs and organizations.

QUALIFICATIONS AND SKILLS:

• Solid administrative and customer service skills.
• Proficiency in Microsoft Office applications.
• Professional demeanor and positive outlook.
• Excellent interpersonal skills general writing skills and verbal communication skills.
• Ability to establish active communication and engage with team members clients and visitors is critical.
• Exceptional organizational and time management skills.
• Strong attention to detail and multi-tasking ability.
• Effective problem-solving and customer service skills with a commitment to excellence are essential.
• Ability to work a flexible schedule including occasional evenings/weekends and holidays is required.

If you are passionate about delivering outstanding service and thrive in a fast-paced dynamic environment then we invite you to join our team. Your skills and commitment will be celebrated and you will have the opportunity to help create amazing experiences for our visitors and guests.

Explore St. Louis offers a robust compensation and benefit package including medical dental vision life and disability insurance as well as pension paid holidays and PTO. Apply on our Explore St. Louis Careers URL or email a resume and cover letter to . Please include your cover letter and resume when applying online. NO PHONE CALLS! EOE.

Explore St. Louis is the sales and marketing organization responsible for selling and promoting St. Louis as a convention meeting site and leisure travel destination. Explore St. Louis manages and operates the Americas Center Complex which includes the Cervantes Convention Center the Dome at Americas Center the Ferrara Theatre and the St. Louis Executive Conference Center.

Diversity Equity & Inclusion Statement: Explore St. Louis values diversity and we are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs job requirements and individual qualifications without regard to race color religion sex pregnancy age national origin physical or mental disability past or present military service marital status gender identification or expression medical condition or any other protected characteristic as established by law.

Required Experience:

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