Visitor Services Manager

Cincinnati USA Convention & Visitors Bureau

Direct and enhance the efforts of the Cincinnati USA CVB to exceed customer/visitor expectations including managing the Visitor Center and the Certified Tourism Ambassador™ program.
Duties & Responsibilities:

1.  Responsible for the daily management and operations of the Cincinnati USA Visitor Center on Fountain Square
  • Ensure that the Center is clean, welcoming and well-maintained
  • Work with CVB member businesses and marketing team to ensure it is stocked with resources to assist with visitor inquiries
  • Act as liaison for CVB with Visitor Center partners, including Cincinnati Police Department, Fifth-Third, Downtown Cincinnati, Inc, and 3CDC
  • Manage the volunteer program for staffing the Visitor Center, including recruitment, training and scheduling through online systems
  • Ensure a successful volunteer program through weekly volunteer communications and recognition programs
  • Develop programming to promote Center for increased visitation and engagement
  • Set goals and monitor Visitor Center statistics including volunteer hours and visitor volume
2.  Manage CVB oversight of the Welcomers volunteer network, and assist in filling in volunteers when needed by CVB and convention groups
3.  Manage the Cincy USA Tourism Ambassador program, part of the nationally-recognized Certified Tourism Ambassador™, to continuously certify and retain front-line staff within the region
  • Schedule, coordinate and oversee logistics for the program and classes, including securing CTA facilitators, preparing/distributing class materials and certificates, updating profiles and sending pass notifications
  • Act as the lead CTA facilitator by delivering the training program to groups of 10-30 participate.
  • Develop and implement annual recruitment and renewal plan
  • Manage engagement from local attractions and tourism businesses
  • Plan and execute CTA events and activities, as needed
  • Maintain ongoing communication with CTAs via newsletters and Facebook page
  • Collect and submit annual edits for all class materials and facilitator’s guide
  • Monitor, report and analyze certification numbers, renewal rates and class evaluations for goal setting and program improvement
4. Collect and report on data pertinent to the visitor experience in the Cincinnati region. Implement attendee and visitor satisfaction survey and data collection programs

5.  Act as marketing liaison with CVB Service Department and industry partners for welcome materials, visitor information and maps

6.  Assist with organization and implementation of CVB events; including FAMS, trade show promotion, annual meeting and membership events 

7.  Responsible for supporting the activities of a busy marketing department to enhance and build upon convention marketing campaigns that enhance Cincinnati USA’s image and sales
  • Education / Experience: BA/BS degree and related experience (i.e. internship or on-the-job training)
  • Demonstrate excellent written communication and organizational skills, and a command of grammar usage and vocabulary 
  • Demonstrate ability to multi-task in a fast pace environment and effectively work across departments and levels of leadership with strong attention to detail 
  • Demonstrate strong organizational skills and be a creative problem solver
  • Experience with volunteers and volunteerism preferred; experience managing large numbers of people
  • Prior experience with e-mail management software (i.e. Distribution, Constant Contact, etc.) 
  • Knowledge of Excel and PowerPoint will be expected, and experience with database management software a plus

For more information:

To be considered please send resume and cover letter to

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