Tourism/Sports Marketing.Visitor Services Supervisor.2162

• Direct Deposit, Bi-Weekly Pay Checks
• Medical, Dental, Vision
• Life Insurance
• FRS Retirement
• 10 Paid Holidays
• Paid Time Off
• Tuition Reimbursement
• Education Incentives
• Deferred Compensation Plan
• Wellness Incentives
• Employee Assistance Program (EAP)
• Free Employee Gym
• Free Employee Health Clinic

• Supervises all concierge services and related operations for Polk County Tourism and Sports Marketing (PCTSM) Visitor Centers including: concierge customer service, sales-converting visitors to stay overnight, attraction ticket sales, and servicing customers at Central Florida's Visitor Information Center, PCTSM Visitor Station at LEGOLAND Florida, The RP Funding Center and all community events.
• Manages all fulfillment operations for Polk County Tourism and Sports Marketing, including tracking and satisfying over 23,000 direct leads from out of market advertising, shipping and receiving for all tradeshows attended, and acts as the liaison between contracted vendors for Bulk Mail Services, UPS and USPS.
• Manages the design and administration of visitor research instruments, which provides PCTSM departments and stakeholders with important information about visitor's profiles, behavior and decision making, including, but not limited to: visitor's points of origin, demographic and psychographic data, activities, accommodations, spending, shopping habits and the primary reason for their visit to Polk County. In cooperation with PCTSM staff and various state and national research organizations, provide research analysis based on data collection and compare with regional, state and national averages.
• Assists the Senior Visitor Services Manager with integrating data analysis into PCTSM's strategic and tactical marketing plans.
• Manages and markets PCTSM's attraction ticket sales program ($1 million sales annually) and General Store ($30,000 sales annually), including ordering and tracking inventory, reconciling and managing financial operations, generates profit/loss and return on investment analysis from all Visitor Services business operations.
• Responsible for having a strong working knowledge of county records keeping pertaining to financial transactions, deposits, and sales tax collections. Serves as the point of contact for county finance and accounting department.
• Supervises the collateral distribution and kiosk program, including updating and maintaining all distribution stations and electronic kiosks in working order and in a professional appearance at multiple locations including but not limited to: Central Florida's Visitor Information Center, LEGOLAND Florida Resort Visitor Station, The RP Funding Center, Sun-n-Fun Visitor Center, and Comerica Park.
• Supervises multiple special events held annually at Central Florida's Visitor Information Center.
• Supervises correspondence with customers via various electronic, print media promotional platforms, social media and in person.
• Oversees all data entry of collateral distribution, visitor contact information and survey results.
• Works closely with the Senior Tourism Sales and Marketing Manager and the Senior Sales and Event Manager to ensure all aspects of visitor services are provided for each client, event organizer, and partner.
• Builds relationships and works closely with private sector tourism industry partners on visitor services initiatives aimed at generating economic impact across Polk County.
• Attends and participates in industry tradeshows, conferences, and related events with industry partners.
• Supervises a staff of six to eight professionals and 25 volunteers at multiple locations in Polk County.
• Responsible for assisting the Senior Visitor Services Manager with budgeting, financial control, and analysis.
• Manages all aspects of the Visitor Services Department in the absence of the Senior Visitor Services Manager.
• Performs other duties as assigned.

• Must possess knowledge and ability to provide professional customer service and provide outstanding concierge services.
• Must possess the ability to establish and maintain an effective working relationship with employees, clients, officials, business representatives and the public.
• Must possess knowledge of business and facility management operations.
• Must have the ability to recruit, train and supervise both paid staff and volunteers.
• Must have sales and tourism marketing knowledge and skills.
• Must be able to communicate orally and in writing with customers, internal stakeholders and staff.
• Must have the ability to make public speaking presentations.
• Must be proficient in word processing, research methodology and analytics, Excel spreadsheets, various graphic arts and computer skills.
• Must be able to use correct grammatical construction and choice of words and to speak in a pleasant, well-modulated voice.
• Must have the ability to learn demographic and projection processes.
• Must project a positive, enthusiastic, and friendly image to the public.
• Must be able to lift 35 pounds.

Polk County