Visitor Experience Coordinator

POSITION SUMMARY:

Under the direction of the visitor experience manager, the visitor experience coordinator serves as a front-line ambassador for the greater Milwaukee area. This position will greet visitor and convention attendees, along with providing destination information. The coordinator will provide additional departmental support through event planning logistics, welcome table and visitor experience activations, reporting and tracking visitor data, and volunteer program assistance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Staff the visitor information center(s) as assigned. Greet walk-in visitors and answer inquiries regarding the Greater Milwaukee area. Provide visitors information as requested.
• Facilitate visitor inquires via multi-channel platforms, phone calls, email, and social media.
• Administer and fulfill daily visitor mailings.
• Ensure proper tracking of visitor information and inquires. Generate reports and analyzes data trends to recommend changes or additions to programming. Conduct research as needed on visitor experience trends and industry research.
• Oversee coordination of VISIT Milwaukee partner brochures to ensure adequate and timely stock for the main office, visitor centers, and any other appropriate designated outlet for partner content. Work with the administration department to ensure collateral is in stock in a timely manner.
• Execute tasks as assigned by the visitor experience manager based on projects outlined within the annual strategic plan; ensuring work is completed by deadlines and meets desired department goals.
• Assist with mobile activations and community events to promote Milwaukee to visitors and educate locals on what VM does and services/resources we offer (including Night Market, Summerfest, and more).
• Provide volunteer program support by checking in volunteers & setting up welcome/information tables.
• Provide on-site staffing support to meeting & event planners as requested. Tasks include registration assistance, welcome table/dine-arounds, wayfinding, and overall conference/event support as needed.
• Assist all departments with event logistics and community activations.
• Assist with departmental site inspections and FAM tours as needed.
• Work with the event experience team to assist in administering the welcome program to include banner and sign distribution.
• Attend training, committee meetings, and VISIT Milwaukee events as needed.
• Assist with reception desk coverage and other duties as assigned.

REQUIREMENTS/QUALIFICATIONS:

Required education and experience:

• Minimum of a high school diploma or equivalent. Associates or two-year degree in a related field preferred, or;
• An equivalent combination of education, experience, and training that would provide the knowledge, skills, and abilities required for the successful performance of the essential job duties.
• Minimum of three years of demonstrated project and event management experience.
• Experience in the tourism, hospitality, or association industry preferred.

Required skills, knowledge and abilities:

• Exceptional knowledge of the Greater Milwaukee area, including restaurants, hotels, and attractions.
• Strong project management experience and proven track record overseeing successful projects, events, and programs.
• Must have excellent communication, customer services, and problem-solving skills.
• Demonstrated ability to manage, organize, coordinate, and prioritize assignments under tight deadlines.
• Ability to present to diverse audiences, specifically, racially, ethnically, and socioeconomically diverse communities.
• Strong commitment to diversity and inclusivity in the workplace.
• Possess a strong attention to detail, ability to foresee needs and resolve obstacles.
• Must demonstrate strategic thinking and creative skills, as well proven track record of innovation.
• Must possess excellent interpersonal, presentation, reporting writing, and negotiation skills.
• Must possess a team orientation and proven ability to work collaboratively.
• Advanced experience in MS Office applications, familiarity with Adobe solutions, and database experience required.
• Must have working knowledge of internet/intranet system, web, and social media practices.
• Ability to work occasional night and weekends.
• Must have a valid driver’s license and be able to operate a motor vehicle.
• Ability to travel by air and personal vehicle. Must possess a valid driver’s license.
• Bilingual abilities are a plus (esp. Spanish)

Physical Requirements:

• Ability to sit at desk, operate computer keyboard and view computer screen up to six plus hours per day.
• Must be able to hear and converse via telephone and in person.
• Must be able to bend and stretch to reach file drawers.
• May be required to lift boxes and small equipment on occasion up to 50 pounds in weight.
• Travel in personal automobile may be required for company business.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.