Visit Ithaca, a division of the Tompkins Chamber the official destination marketing organization of Tompkins County, is hiring! We are seeking a motivated team member to curate positive visitor experiences based on interest areas, through our visitor touchpoints. This person will serve as shift lead and assist in on-site training of part-time and seasonal Visitor Experience Specialists. Also included is coordination of seasonal operations of the Overlook at Taughannock Visitor Center, and the production of the Ithaca Loves Teachers celebration.
This is a full-time, hourly position, primarily in-person with occasional remote work opportunities. Compensation range is $25.00-$26.75 per hour, depending on experience/tenure. Benefits include health, dental, vision, life, and supplemental insurances, 401K match, paid holidays, vacation time and PTO, EAP, and a wellness program. Our workplace is highly collaborative, mission-driven, and committed to supporting a healthy work-life integration.
Please see below for additional details on job duties, essential functions, and the candidate profile. Interested parties should submit a resume to the attention of Jodi LaPierre, Director of Visitor Experience, via Iemail at jodi@visitithaca.com. Please also respond to prescreening questions, at the bottom of this posting. as well as provide answers to all prescreening questions. Please note: You MUST answer all of the pre-screening questions provided within Indeed's application process to be considered a candidate for this position.
Visitor Interaction & Engagement (45%)
· Welcome positively, initiate conversation, ask questions about interests, inform, and develop trip ideas for visitor center guests.
· Document visitor conversations using demographic forms and enter data accurately in Simpleview CRM.
· Respond to and fulfill inquiry requests from the website, phone, and info email.
· Competently perform all duties of Visitor Experience Specialists.
· As scheduled, set up, and staff booths at conferences, events, and off-site locations.
· Accurately process retail sales utilizing POS system including cash, check, and credit card transactions.
· Maintain a clean, organized visitor center and replenish brochures, retail items, and supplies.
· Stay informed of tourism openings, closings, and events and maintain knowledge of construction areas impacting visitor travel routes.
· Retrieve and deliver brochures and branded products from storage for Taughannock Visitor Center, documenting inventory transfer and orders, as needed.
· Ensure recycling is removed, retail racks are dusted, floor is swept and clean.
Project Support/Taughannock Overlook Operations (30%)
· Coordinate the seasonal set-up and breakdown of Overlook at Taughannock Visitor Center operations annually.
· During the season (May-October), this person will anchor the Overlook at Taughannock Visitor Center spending approximately 80% of their scheduled weekly hours on-site.
· Ensure day-to-day operations at Taughannock Falls Overlook Visitor Center run smoothly.
· Anticipate brochure and branded product needs at Taughannock and coordinate refilling storage units with appropriate team members, as needed.
· Maintain on-site and storage unit organization and cleanliness.
· Assist in developing itineraries for departmental product knowledge FAM Tours.
· Lead the production of the digital pass for the annual Ithaca Loves Teachers celebration. Communicate with the vendor and interested partners and facilitate partner outreach, deal submission, and troubleshooting.
- Maintain the annual calendar of events and enter pertinent events into internal shared calendar.
Training & Operations (15%)
· Assist in training PT & seasonal staff in visitor interactions, on-site resources, and point-of-sales system.
· Help ensure training materials are accurate and up to date.
· Serve as on-site shift lead in absence of Visitor Experience Manager and Director of Visitor Experience.
· Communicate urgent safety and maintenance issues to Taughannock Park management and/or police, as needed.
· Communicate urgent safety issues to the Visitor Experience Manager, Director of Visitor Experience, and Tompkins Center for History & Culture Director and help address where appropriate.
· Actively participate in product knowledge tours.
Miscellaneous (10%)
· Share visitor insights, trends, and observations from working in visitor centers.
· Establish and maintain tourism partner relationships through networking opportunities.
· Regularly attend department, CVB, all-staff, Celebrate Good Times meetings, trainings, and activities.
· Assist Group Sales, Visitor Services, Marketing, and Chamber team with programs and projects, as needed.
· Other Duties as Assigned.
ESSENTIAL FUNCTIONS:
This position is performed on-location, with occasional remote work opportunities when the schedule allows, as the priority is to operate the Downtown and Taughannock Visitor Centers. Visitor Center operations include working at a desk or table while sitting or standing; helping visitors navigate brochure racks, maps, and retail displays; and attending industry-related tours. Time spent stationery or moving is highly variable and dependent on the amount of visitor traffic. Retail orders often require periods of time spent folding, counting, and tagging. Moving boxes up to 40 lbs. for restocking, offsite event setup, and organization purposes is required.
A valid driver's license is required for this position, as driving between locations to move materials is necessary. This position includes handling cash and is a key holder to visitor centers. The Visitors Center located at Taughannock Falls State Park includes time spent outdoors and/or in a space that is not climate-controlled. This location will close on days when real-feel temperatures exceed safe parameters, and staff will be relocated to an alternate location.
Technological systems and platforms used include Microsoft Office: Word, Excel, Outlook, Teams; Zoom/virtual environments; internet-based database and telephone; virtual chat; electronic sales systems; and monitored alarm units.
All staff members are expected to participate in regular staff training sessions and team development opportunities, to pursue professional development opportunities deemed mutually beneficial to the individual and organization as budget allows, and to participate earnestly in diversity, equity, and inclusion educational offerings and discussions.
As part of our values, we seek to provide an inclusive, accessible workplace and encourage communication of necessary accommodations to remove barriers and make our employment relationship a successful one.
Candidate Profile & Position Requirements
Desired Education & Experience: At least three years related work experience, with demonstrable skills applicable to work scope described herein. High school degree required, some higher education or industry related training preferred. Customer service, knowledge of area, and database experience preferred.
Desired Characteristics: This role is ideal for someone who loves to serve visitors and clients. Friendly, warm, and engaging demeanor; exceeding visitor expectations, interest in learning about visitor ready businesses; strong oral and written communications skills; willingness to collaborate and work as a team; maintain a clean and organized public space, take initiative.
PERFORMANCE FACTORS:
A separate work plan document is created annually with team input identifying the specific goals/objectives for the employee work program area, will be utilized to gauge performance during the review period. Overall goals for the role will include:
- Exceeding visitor satisfaction
- Increasing overall touchpoints – visitor centers, off-site events, webchats, phones
- Cleanliness and organization of visitor centers – physical space, brochures, and retail inventory
- Efficient set-up and breakdown of Overlook at Taughannock Visitor Center operations.
- Smooth operation of Overlook at Taughannock Visitor Center
- Maximizing visitor interaction and retails sales at Taughannock
- Increasing participation of merchant and event producers for Ithaca Loves Teachers
- Effective communication and collaboration with peer team members, partners, and external stakeholders
The Chamber is an equal opportunity employer with a commitment to prioritizing diversity, equity, and inclusion; candidates who share these values and who can support us in achieving our goals in this area are encouraged to apply.
PRESCREENING QUESTIONS
- A visitor enters the Overlook at Taughannock Falls Visitors Center. They ask for recommendations on where to have lunch. Please respond to their request.
- If a visitor asked a question you do not have the answer to, how would you respond?
- Are you legally able to work in the United States?
- This position is in-person. Are you within reasonable commuting distance to Ithaca, NY?
