Visitor Experience Specialist

DESTINATION DC, There is Only One DC--There is Only One You.

Bring your uniqueness to our team!

POSITION SUMMARY

Reports to: Visitor Experience Manager

This is an emerging professional role offering the opportunity to get in on the ground level of the tourism and hospitality industry. As the Visitor Experience Specialist, you will act as an information resource for all individuals requesting information about the destination, serving as the office receptionist and front line for visitor questions. Direction will be provided by the Visitor Experience Manager and Director, Visitor Experience & Group Tour.

You are responsible for the daily operation of the reception area, acting as the first point of contact for visitors and handling inquiries across multiple platforms. Daily duties include reception, providing information, managing packages, tracking publication distribution, and maintaining a presentable workspace. Weekly tasks involve coordinating courier services, updating distribution reports, meeting with the manager, and refreshing the coffee bar. Monthly responsibilities encompass training staff, reviewing reports, completing IT training, meeting with the director, and undertaking specific internal projects. If you like to ensure smooth operations and provide excellent service to visitors and internal stakeholders, this is the ideal role for you.

Your Essential Duties and Responsibilities (include the following, but are not limited to)

1. Maintains a working knowledge of Washington, DC's, public and private attractions and recreation areas, events, weather conditions, transportation systems, accommodations and tourist attractions.
2. Answer telephone calls, email, chatbot and walk-in inquiries for the Visitor Experience Department.
3. Remains in phone queues during open office hours, while staffing the front desk.
4. Assist all walk-in visitors in the lobby for meetings or obtaining information.
5. Collaborate with part-time front desk on completing call and email correspondence.
6. Assist VE Manager with providing part-time front desk staff updated city information and other relevant trainings.
7. Assist department director with monthly site visits.
8. Maintain an orderly front desk and reception area, including a brochure rack.
9. Assist in daily distribution communication and tracking of Destination DC publications.
10. Primary contact to receive requests for bulk orders: offers information to clients placing large orders as described by office policy, logs orders into database, and processes orders for distribution if needed, and tracks delivery of orders.
11. Complete daily, weekly, and monthly reports related to visitor inquiries and publication distribution.
12. Serve as a member of the DDC support staff and assist in company-wide administrative needs Acts as a liaison between office guests and DDC staff
13. Other tasks as assigned.

• Associate's degree (A.A./A.S., A.A.S.) Bachelor's Degree (B.S./B.A.) and/or equivalent relevant work experience in marketing, business or tourism, preferred.
• You have a passion for customer service and compassion for people.
• Data entry experience and proficiency with Microsoft Office are required.
• Keen knowledge of the Washington Metro area, its sports teams, and events, along with a desire to become a city expert.
• Professional demeanor and tone on the phone, in digital, and in-person interactions.
• Strong presentation and interpersonal skills.
• Strong visual skills (such as reading and interpreting maps and brochures).
• Initiative to advocate and set personal deadlines.
• Excellent personal calendar management.
• Ability to refocus quickly in a fast-paced environment with potential frequent interruptions.
• Ability to move heavy stacks of collateral.
• You may be exposed to weather conditions for special outdoor events.

DESTINATION DC IS AN EQUAL OPPORTUNITY EMPLOYER

We welcome all to apply and are committed to retaining, hiring, developing, and promoting diverse talent. We recognize and celebrate cultural differences within our organization by establishing opportunities for education and allyship.

Please reach out to us if you need accommodations with an application.

About Destination DC

Destination DC, the lead destination marketing organization for the nation's capital, is a private, non-profit membership organization of nearly 1,000 businesses committed to marketing the area as a premier global convention, tourism, and special events destination with a special emphasis on the arts, cultural and historic communities. www.washington.org