Visitor Experience Manager

Milwaukee, WI, USA|Remote

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Professional Development

Employee Discounts

flexible schedule

Job Description

Visit Milwaukee is a premier destination marketing organization dedicated to promoting and enriching the Greater Milwaukee area as a vibrant travel and tourism destination. Established to serve as the central resource and advocate for tourism and hospitality services, Visit Milwaukee plays a pivotal role in attracting visitors, supporting local businesses, and enhancing the overall visitor experience. Recognized for its comprehensive approach to marketing Milwaukee's diverse offerings, from cultural attractions and dining to entertainment and events, the organization strives to connect travelers with the authentic and engaging experiences that Milwaukee offers. Operating visitor centers at key locations such as the convention center and airport, Visit Milwaukee provides essential information and services that guide guests and locals alike in discovering the area’s best hotels, restaurants, points of interest, and community events.

The organization is committed to innovation and accessibility, exploring new digital tools and visitor-centric solutions to keep pace with evolving industry trends. Its comprehensive volunteer program serves as a vital component in delivering outstanding visitor service and creating a welcoming atmosphere for those exploring Milwaukee.

The Visitor Experience Manager role at Visit Milwaukee is a dynamic and influential position responsible for overseeing and enhancing the visitor experience and volunteer programs to ensure the highest quality service throughout the Greater Milwaukee area. This full-time managerial role involves supervising visitor center operations, including staff recruitment, training, and management, ensuring all frontline personnel are equipped with the latest information on city developments, events, and resources. The manager also champions new initiatives designed to enrich visitor programming by collaborating across departments and fostering partnerships with community stakeholders and regional tourism bodies. They explore and implement innovative tools such as digital kiosks and mobile applications to create seamless and memorable interactions for visitors.

A vital aspect of the role includes managing volunteer engagement by administering recruitment, training, scheduling, and communications, while also developing outreach initiatives to educational institutions connected to hospitality and tourism. As a project leader, the Visitor Experience Manager plans and executes events such as volunteer recognition programs and training sessions. They are responsible for maintaining accurate visitor data, reporting trends, and recommending enhancements or new services based on analysis. This position requires active participation in industry conferences to stay current with trends, grant management for qualifying programs, and strategic coordination with Visit Milwaukee’s marketing and partnership teams for collateral distribution and sponsorship development.

Candidates applying for this role should possess substantial leadership skills, a robust knowledge of the Milwaukee area, and experience in hospitality, tourism, or related sectors. The ideal candidate will demonstrate strategic thinking, creativity, and excellent communication abilities, with a strong commitment to diversity and inclusivity. Proficiency in technology and project management are critical, as is the flexibility to work occasional nights, weekends, and travel as needed. By joining Visit Milwaukee, the Visitor Experience Manager will be at the forefront of shaping how visitors and locals experience Milwaukee, driving tourism growth, and fostering community engagement in a role that blends operational leadership with innovative program development.

Job Requirements

Bachelor's degree from an accredited institution in business, hospitality, marketing, communications, or related field
Minimum five years of related experience in a management position including customer service, event activations, and supervisory experience
An equivalent combination of education and experience providing knowledge, skills, and abilities for successful essential job duties
Experience in tourism, hospitality or association industry preferred
Exceptional knowledge of the Greater Milwaukee area including restaurants, hotels, and attractions
Demonstrated ability in planning, execution, and measurement of visitor experience strategies and tactics
Strong leadership and volunteer management skills including recruiting, motivating, training, and retaining a diverse volunteer workforce
Strong understanding of technology tools and resources with experience vetting third-party vendors and launching online programs
Experience with event planning, customer service, call centers, research studies, and conducting training programs
Ability to present to diverse, racially, ethnically, and socioeconomically diverse communities
Proven creative and innovative thinking and execution
Superior project management skills and ability to work collaboratively under tight deadlines
Excellent communication and presentation skills
Ability to exercise initiative, judgment, diplomacy and maintain professionalism
Proven skills in leadership, mentoring, and motivating others
Strong commitment to diversity and inclusivity
Analytical thinker with financial and budget management skills including forecasting and monitoring expenses
Highly proficient in MS Office Suite and familiar with Adobe solutions
Ability to work occasional nights and weekends
Ability to travel by air and personal vehicle with valid driver’s license.

Job Qualifications

Bachelor's degree from an accredited institution in business, hospitality, marketing, communications, or related field
Minimum five years of related experience in a management position including customer service, event activations, and supervisory experience
An equivalent combination of education and experience providing knowledge, skills, and abilities for successful essential job duties
Experience in tourism, hospitality or association industry preferred
Exceptional knowledge of the Greater Milwaukee area including restaurants, hotels, and attractions
Demonstrated ability in planning, execution, and measurement of visitor experience strategies and tactics
Strong leadership and volunteer management skills including recruiting, motivating, training, and retaining a diverse volunteer workforce
Strong understanding of technology tools and resources with experience vetting third-party vendors and launching online programs
Experience with event planning, customer service, call centers, research studies, and conducting training programs
Ability to present to diverse, racially, ethnically, and socioeconomically diverse communities
Proven creative and innovative thinking and execution
Superior project management skills and ability to work collaboratively under tight deadlines
Excellent communication and presentation skills
Ability to exercise initiative, judgment, diplomacy and maintain professionalism
Proven skills in leadership, mentoring, and motivating others
Strong commitment to diversity and inclusivity
Analytical thinker with financial and budget management skills including forecasting and monitoring expenses
Highly proficient in MS Office Suite and familiar with Adobe solutions
Ability to work occasional nights and weekends
Ability to travel by air and personal vehicle with valid driver’s license.

Job Duties

Manage the visitor experience program and develop visitor programming with the director to further enhance the overall visitor experience
Assist in identifying short and long-term opportunities, recommended initiatives, and work cross departmentally and in collaboration with industry partners to deploy approved programs
Explore new tools and resources to support the overall visitor experience including digital kiosks, apps, and visitor-centric offerings
Manage the visitor centers at the convention center and airport to ensure partner brochures and visitor information is updated and accurate
Assist in updating operating procedures and policies and standardize Visit Milwaukee's customer service expectations
Manage the visitor experience team, including recruiting, hiring, training, and managing daily staff operations
Ensure staff have the necessary weekly/monthly training on visitor resources, city developments, and event details to best respond and engage with visitor inquiries
Maintain strong online visitor experience presence, ensure social media and online chat are active and engaging for responding to visitor inquiries
Research new tools and emerging technologies/third-party vendor services to ensure Visit Milwaukee's online visitor resources are best in class
Develop and conduct regular visitor experience group trainings around the Greater Milwaukee area including hospitality trainings to partners and meetings with BID street ambassadors, Uber/Lyft/cab drivers, Wisconsin Center District guest services staff, and industry partners' frontline staff
Administer talent recruitment and new resident informational seminars on the Greater Milwaukee area
Explore sponsorship opportunities within visitor service centers, collaborate with marketing and partnership departments to create sponsorship materials and pursue new revenue streams
Manage the Visit Milwaukee collateral distribution program working with marketing and admin departments to ensure timely distribution and refill of annual publications
Ensure proper tracking of visitor information and inquiries, generate reports and analyze data and trends to recommend programming changes or additions
Attend industry visitor services conferences and research trends in visitor engagement
Lead grant submission process for visitor experience programs including applications, fulfillment, and performance reporting
Develop and maintain contact with State Tourism department and support regional tourism centers with collateral and information
Work alongside marketing team on distribution plans leveraging brochure racks and vendors
Manage the volunteer program including recruitment, training, scheduling, communication, and volunteer database administration
Strengthen outreach to educational facilities for volunteer program initiatives and recruitment
Develop and update volunteer training manual and conduct volunteer training sessions
Serve as liaison between Event Managers and volunteers, communicate job opportunities, follow up and schedule volunteers and staff
Assist in development and distribution of volunteer newsletters
Plan and execute volunteer recognition events, training sessions, and shift captain meetings
Track and report volunteer participation and hours monthly
Perform other duties and special projects as assigned.