Senior Director of Visitor Services

4 weeks ago


Philadelphia, Pennsylvania, United States Philadelphia Visitor Center Corporation Full time
Job Summary

The Senior Director of Visitor Services is a key leadership position responsible for delivering a consistently positive and memorable experience for guests at the Philadelphia Visitor Center Corporation's four visitor centers. This role will manage a talented team of 20+ staff and volunteers to deliver excellent customer service in assisting visitors with ticket sales, general information, retail sales, special events, and citywide promotions.

Key Responsibilities
  • Lead a team of 20 Visitor Experience Associates and Retail Associates to deliver exceptional customer service.
  • Manage daily visitor-facing operations for the organization's four visitor centers.
  • Guide, direct, and mentor staff to ensure outstanding guest and visitor experiences.
  • Oversee visitor center site managers and staff scheduling.
  • Responsible for recruitment, hiring, and onboarding of new VEAs and volunteers.
  • Manage training and professional development for all visitor services team members.
  • Oversee ticket sales, manage 90+ external ticket partnerships, and set monthly ticket sales goals.
  • Develop strategies for growth and track ticket sales.
  • Manage special events and programming, set direction and accountability for the team, and negotiate with third-party vendors.
  • Work across departments on ongoing and new projects, ensuring safety and risk mitigation.
  • Educate staff and visitors about Philadelphia and the organization's partners.
  • Support sales and promotion of the Philly PHLASH at all visitor center locations.
Requirements
  • 10-15 years of experience in the tourism, hospitality, or visitor services sectors.
  • Superior leadership, salesmanship, and interpersonal skills.
  • Strong computer and data entry skills, comfortable with ticketing platforms, POS systems, CMS systems, and CRM databases.
  • Ability to stand or sit for at least 4 hours at a time, lift items weighing up to 50 pounds, and prioritize and manage multiple projects.
  • Bachelor's Degree or equivalent work experience required.
  • Additional language proficiency is desirable.
Working Conditions

This is a full-time role with a variable schedule, including two weekends a month. The Philadelphia Visitor Center Corporation is open 363 days per year (closed Thanksgiving Day and Christmas Day). Regular weekend and holiday availability is required.



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