Visit Ithaca is hiring, we want to hear from YOU!
The Convention & Visitors Bureau (CVB), branded as Visit Ithaca, is the official destination marketing organization of Tompkins County and a division of the Tompkins Chamber. Our mission is to foster a healthy economy, a vibrant destination, and improve the quality of life in Tompkins County. Our vision is to be an inclusive organization that supports thriving communities with successful businesses, inspiring nonprofits, and flourishing tourism economies.
The Seasonal Visitor Experience Specialist role will primarily be responsible for curating positive visitor experiences through our visitor touchpoints at Overlook at Taughannock Visitor Center, Downtown Visitor Center and off-site activations. Secondary responsibilities consist of assisting with administrative tasks and project support. This is an hourly non-exempt position that is compensated at a rate of $22.50 per hour, with expected 15-25 hours per week. This position is seasonal, typically spanning May 1-November 1, when our Overlook at Taughannock Falls Visitor Center is operational.
Please read carefully detailed job duties, essential functions, candidate profile/position requirements, and performance factors included. To apply for this role, please email a resume and responses to all three candidate questions listed below to the attention of Vitaliy Polyashenko, at vitaliy@visitithaca.com. PLEASE NOTE: Applicants MUST submit all of these materials to be considered—incomplete applications will be automatically disqualified.
Candidate Questions:
The Convention & Visitors Bureau (CVB), branded as Visit Ithaca, is the official destination marketing organization of Tompkins County and a division of the Tompkins Chamber. Our mission is to foster a healthy economy, a vibrant destination, and improve the quality of life in Tompkins County. Our vision is to be an inclusive organization that supports thriving communities with successful businesses, inspiring nonprofits, and flourishing tourism economies.
The Seasonal Visitor Experience Specialist role will primarily be responsible for curating positive visitor experiences through our visitor touchpoints at Overlook at Taughannock Visitor Center, Downtown Visitor Center and off-site activations. Secondary responsibilities consist of assisting with administrative tasks and project support. This is an hourly non-exempt position that is compensated at a rate of $22.50 per hour, with expected 15-25 hours per week. This position is seasonal, typically spanning May 1-November 1, when our Overlook at Taughannock Falls Visitor Center is operational.
Please read carefully detailed job duties, essential functions, candidate profile/position requirements, and performance factors included. To apply for this role, please email a resume and responses to all three candidate questions listed below to the attention of Vitaliy Polyashenko, at vitaliy@visitithaca.com. PLEASE NOTE: Applicants MUST submit all of these materials to be considered—incomplete applications will be automatically disqualified.
Candidate Questions:
- Are you authorized to work in the United States?
- Please share your favorite restaurant, outdoor recreation area, and arts/cultural point of interest in Tompkins County, and why it is your favorite.
- How do you stay familiar with events and points of interest in Tompkins County?
JOB DUTIES:
Visitor Interaction & Engagement (70%)
- Positively welcome visitors, initiate conversation, ask questions about interests, and guide travelers toward local attractions, restaurants, shops, and events.
- Enter visitor demographic data in Simpleview CRM.
- Respond to and fulfill inquiry requests from the website, phone, and info email.
- Update & maintain tourism partner operating hours and days of service.
- As scheduled, set up, and staff booths at conferences, events, and off-site locations.
- Deliver print material and other items, as needed, to visitor centers, park offices, and local businesses.
- Maintain a clean, organized visitor center and replenish brochures, retail items, and supplies.
- Stay informed of tourism openings, closings, and events, and stay informed of construction areas impacting visitor travel routes.
- Ensure recycling is removed, retail racks are dusted, floor is swept and clean.
Retail Support (20%)
- Accurately process retail sales utilizing POS system including cash, check, and credit card transactions.
- Replenish and restock retail shelves and racks.
- Count, tag, fold, and organize retail inventory as needed.
Miscellaneous (10%)
- 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.
- 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, as the priority is to operate the Downtown and Taughannock Visitor Centers. Visitor Center operations include working at a desk or table while either sitting or standing; helping visitors navigate brochure racks, maps, and retail displays; and attending industry-related tours. Time spent stationary or moving is highly variable and dependent on the amount of visitor traffic. Retail orders often require lengthy periods 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 Park includes time spent outdoors and/or in a space that is not climate-controlled. This location closes if real-feel temperatures exceed safe parameters, and staff are 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, pursue professional development opportunities deemed mutually beneficial to the individual and organization and as budget allows, and 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: Some High school experience or degree, or equivalent, customer service, knowledge of area, and database experience preferred.
Desired Characteristics: This role is ideal for someone who loves to serve visitors and support local attractions, restaurants, lodging properties, and events. Friendly, warm, and engaging demeanor; strong ability to multi-task in a busy environment, desire to exceed visitorexpectations, interest in learning about visitor-ready businesses; strong oral and written communications skills; willingness to collaborate and work as a team; ability to adapt and flex to changing environments, maintain a clean and organized public space, and take initiative.
PERFORMANCE FACTORS
A separate work plan document 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 include:
- Quality and accuracy of visitor experience & service
- Effective visitor flow in high traffic areas during peak demand periods
- Ability to utilize digital tools
- Ability to learn about and promote local tourism businesses, cultural assets, and events
- Contributions to department work plan
- Increasing overall touchpoints – visitor centers, off-site events, webchats, phones
- Cleanliness and organization of visitor centers – physical space, brochures, and retail inventory
- Maximizing visitor interaction and retail sales
- Effective communications and collaboration with team members, partners, and external stakeholders
- Reliability & punctuality
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. 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.
