Visitor Services & Engagement Project Manager

JOB SUMMARY: Under general supervision, is responsible for performing a variety of professional and/or technical duties in a staff capacity supporting the activities and services of an assigned department; also provides assistance to the public regarding the assigned department or division. is responsible for developing, implementing and managing strategies related to enhancing the visitor experiences and engagement in San Antonio and various tourism marketing specialty projects. Improving visitor satisfaction and engagement, operational management, customer service, and strategic visitor service engagement planning. May exercises functional supervision over assigned staff. ESSENTIAL JOB FUNCTIONS: • Create, implement and manage strategy plan for future visitor service engagement opportunities for Visit San Antonio. • Manage visitor information center construction project. Including designing a welcoming and appealing visitor information center facility that displays the essence of San Antonio. • Manage construction contractors and vendors, including timelines and budgets. • Manage daily operations of the visitor information center. Managing the front desk, visitor flow & information distribution. • Ensure visitor satisfaction and influence San Antonio visitors with travel planning recommendations, assist with resolving visitor concerns, complaints, inquiries, Ensuring high level of hospitality and satisfaction. • Ensuring the visitor center is clean, well-maintained, and adequately stocked with brochures and other materials. • Ensure the safety of visitors and staff by monitoring public areas, enforcing safety policies, and assisting with emergency response when needed. • Staff management and training including the hiring, scheduling, training, evaluating and supervising front-line staff on customer service best practices, destination training, and organizational policies. • Assess and report visitor fulfillment needs to Visit San Antonio executive management. • Explore & create marketing opportunities for Visit San Antonio members and stakeholders within visitor center. • Representing the visitor center through participation in professional associations and events. • Collect and manage visitor engagement data statistics. Utilizing attendance data, visitor feedback, and industry trends to identify areas for improvement and implement new initiatives to enhance the overall visitor experience. • Manage inventory and storage of fulfillment collateral materials. • Manage fulfillment requests via email, phone and mail inquiries. • Create and Manage Joint Base San Antonio visitor engagement program for Morale Welfare & Recreation offices (MWR) and Basic Military Training (BMT) Graduation. • Create marketing program with the Texas Independence Trail. • Create and manage program to work with the TxDoT’s Travel Information Centers (TICs) to enhance San Antonio’s visibility to leisure visitors. • Collaborate with other Visit San Antonio divisions with tradeshow and mission critical projects as requested and needed. • Coordination with other divisions; collaborating with other Visit San Antonio divisions to ensure a safe, seamless visitor experience and efficient visitor engagement operations. • Assist with World Heritage Office projects • Assisting with budget planning and managing departmental expenses. JOB REQUIREMENTS: • Associate Degree in hospitality, marketing or related field • Five (5 ) years of extensive tourism industry and customer service experience. • Valid Class 'C' Texas Driver's License PREFERRED QUALIFICATIONS: • Bilingual • Extensive experience in visitor services, hospitality supervising front-facing customers, customer service, project management, or a similar environment is highly preferred. APPLICANT INFORMATION: • If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance. • Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of this position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application. • Applicants selected for employment with Visit San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted. KNOWLEDGE SKILLS AND ABILITIES: • Demonstrates ability to supervise and lead teams, fostering a positive and productive work environment. • Strong verbal and written communication skills to engage with diverse audiences, provide staff training, and interact with stakeholders effectively. • A strong track record of providing excellent customer service and resolving visitor concerns. • Ability to plan, organize, and manage projects, including budgeting, risk and time management. • Understanding visitor engagement metrics and using data to make informed decisions PHYSICAL REQUIREMENTS: Physical requirements include visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate computer keyboard. Subject to standing, lifting and walking to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and listen. The employee frequently is required to use hands to finger, handle or feel objects or controls. The employee is occasionally required to lift 10 to 30 pounds and drive a vehicle. This position is a fulltime position, subject to local travel and/or evening and weekend hours on an as needed basis. Visit San Antonio offers a competitive benefits package including paid holidays and annual leave, health & wellness plan options, and retirement plan options. Visit San Antonio is an equal opportunity employer. Applications from men, women, individuals with disabilities, veterans, and people of diverse cultural backgrounds are encouraged to apply.