The Visitor & Convention Services Manager is a high-level execution role and provides crucial efforts in promoting tourism within the City of Lynchburg. This role focuses heavily on face-to-face engagement and the coordination of services based on clients’ needs. Working under the direct guidance of the Assistant Director of Tourism, this position is responsible for the “Last Mile” of the visitor journey and holds supervisory responsibilities over Visitor Services personnel. This position ensures that the vision set by leadership is translated into exceptional on-the-ground experiences while managing the physical and digital hubs.

The anticipated hiring range for this position is $75,000 - $85,000.

The City of Lynchburg is an Equal Opportunity Employer. We encourage all qualified applicants to apply. Key Responsibilities

Client Engagement & Service Coordination
1. Direct Interaction: Greets and assists visitors in person and responds to their inquiries and concerns professionally, efficiently, and in a timely manner.
2. Service Tailoring: Coordinates on-site services for conventions, meetings, sporting events, and community events based specifically on client needs and group requirements.
3. Destination Expertise: Maintains a complete knowledge of destination events, attractions, and services available to visitors to the City and region.
4. Market Intelligence: Maintains up to date knowledge of hotel, restaurant, and retail facilities; area tourism-related business openings and closings; and promotional materials.
Strategic Execution & Outreach
1. Logistics Ownership: Executes local and regional outreach logistics as defined by the Director and Assistant Director of Tourism.
2. Outreach Scheduling: Maintains a master schedule of visitor guide distribution and regional outreach, ensuring presence at high-yield points throughout the City, region, and state.
3. Mobile Intercepts: Deploys mobile visitor services to effectively engage travelers and community members during key events.
Collateral, Inventory, & Content
1. Fulfillment: Coordinates and conducts the distribution of tourism printed material, including shipping Visitor Guides and promotional material requests.
2. Inventory Control: Oversees and maintains inventory of brochure collateral and sales merchandise utilizing Simpleview CRM to ensure accuracy.
3. Information Development: Develops specialized visitor information as needed to address niche interests or seasonal demands.
Personnel & Facility Supervision
1. Staff Leadership: Directly supervises, schedules, and mentors Visitor Services personnel to maintain high standards of hospitality and departmental accountability.
2. Hub Management: Manages the physical Visitor Center and the Digital Kiosk network, ensuring all platforms are operational and aligned with the Marketing Stewardship Guide.
Data Accountability & Reporting
1. CRM Ownership: Learns and owns the Simpleview CRM Consumer User Group, ensuring all visitor data and interactions are logged accurately.
2. Reporting: Gathers and analyzes complex visitor data and creates reports are requested by the Assistant Director of Tourism.

Operating Standards & Compliance
This role must adhere to the following foundational documents to ensure organizational consistency:

Director’s Operations Manual: Follows all administrative and department operational procedures.
Staff Operating Framework & Marketing Stewardship Guide: Ensures all collateral, digital kiosk content, and staff interactions reflect departmental priorities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

Bachelor’s degree in a related field such as Tourism, Hospitality, Marketing or related field preferred. Equivalent experience accepted.
3+ years in tourism, hospitality, event planning, or local government program support.
Extensive experience in an extremely fast-paced work environment with constantly shifting priorities, a large and varied workload and short deadlines, all of which require an extremely strong attention to detail; and a high adaptability to accept and competently handle additional duties and/or responsibilities as required by the changing demands of the office.

Possession of a valid driver’s license issued by the Commonwealth of Virginia and acceptable driving record according to the City’s driving criteria.
Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment. May also be required to complete higher levels of NIMS training as determined appropriate for the position.

City of Lynchburg

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Visitor & Convention Services Manager