Assistant Director of Visitor Experience

Visit Annapolis & Anne Arundel County is currently searching for an Assistant Director of Visitor Experience. The Assistant Director will manage the front-line team of volunteer information specialists. Reporting to the Director of Visitor Experience, the Assistant Director will oversee the day-to-day operations of volunteers and the facility. The ideal candidate will be passionate about hospitality, tourism, and creating a welcoming destination for visitors from diverse backgrounds.

Key Responsibilities:

Volunteer Management:

• Recruit, lead, and manage a team of volunteers to deliver exceptional customer service in alignment with the organization.
• Coordinate volunteer schedules to ensure consistent and adequate coverage.
• Track volunteer contributions and use data-driven insights to improve training, retention, and volunteer engagement
• Develop and execute comprehensive volunteer training programs to include customer service best practices, conflict management, transportation, parking, seasonal offerings, and organizational updates.
• Maintain knowledge of current industry trends in volunteerism and visitor engagement.

Visitor Experience Programs:

• Assist in the development of visitor experience programs, activities, and events to engage visitors and the local community and promote the region’s attractions, restaurants, and accommodations.
• Attend and support special events, festivals, and visitor-focused activities.

Facility Oversight:

• Assist in managing the Visitors Center, traveling visitor center, and pop-up operations.
• Act as a liaison with HR manager on the internal/external maintenance of the Visitors Center.
• Oversee conference room scheduling.

Data Analysis and Reporting:

• Monitor visitor feedback and reviews to identify trends and areas for improvement.
• Generate detailed reports and provide insights to support strategic decision-making and enhance visitor satisfaction.
• Research and evaluate digital tools, data platforms, and tracking systems to assess visitor volume, engagement, and overall customer experience.
• Monitor visitor feedback and reviews to identify areas of improvement.

Skills and Experience Preferred:

• Proven experience in a supervisory role in hospitality, tourism, or customer service industry.
• Ability to work collaboratively and manage a diverse team of volunteers.
• Experience with CRM platforms, visitor tracking systems, and digital engagement tools.
• Multilingual proficiency preferred.
• Flexibility to work weekends, holidays, and during special events as needed.

Salary & Benefits:

This full-time, exempt position offers a hybrid schedule and a competitive starting salary ranging from $60,000 to $70,000 based on experience. In addition, VAAAC offers generous benefits, including 20 paid time off days, 13 floating holidays, employer-paid (individual) health, vision, and dental benefits, 401(k) plan with 5% match (after 90 days), basic short-term disability and life insurance benefits (after 90 days), Employee Assistance Program, parking benefits and professional development.

To Apply:
Apply at https://www.visitannapolis.org/vaaac/how-we-do-it/opportunities/careers-internships/