Assistant Director

Description:

Visit Annapolis & Anne Arundel County is seeking an Assistant Director of Visitor Experience. The Assistant Director will manage the front-line team of volunteer information specialists. Reporting to the Director of Visitor Experience, the Assistant Director will oversee the day-to-day operations of volunteers. The ideal candidate will be passionate about hospitality, tourism, and creating positive interactions with visitors from diverse backgrounds. The Assistant

Director of Visitor Experience’s Responsibilities:

• Recruit, manage, and lead a team of volunteers to deliver exceptional customer service and uphold the organization’s mission, vision, and values.

• Assist in the development of visitor experience programs, activities, and events to engage visitors and promote the region’s attractions, restaurants, and accommodations.

• Coordinate staff and volunteer schedules to ensure adequate coverage of the Visitors Center.

• Assist with the development and execution of in-depth training programs to include customer service and conflict management best practices, City and County transportation, parking, seasonal partner updates, and organizational updates.

• Assist with managing the Visitors Center, traveling visitors center, and pop-up operations.

• Attend special events, festivals, and visitor-related activities.

• Maintain knowledge of current industry trends in volunteerism and destination experts.

• Ongoing assessment of visitor volume and customer experience, and presentation of insights, analysis, and recommendations to the Director of Visitor Experience.

• Monitor visitor feedback and reviews to identify strengths and target areas of improvement. Skills and experience preferred:

• Minimum of three (3) years proven experience in a supervisory role in the hospitality, tourism, or customer service industries.

• Ability to work collaboratively and manage a diverse team of volunteers.

• Proficiency in using technology for visitor information management and reporting.

• Multilingual proficiency preferred.

• Flexibility to work weekends, holidays, and during special events as needed.