Job Title: Destination Experience Coordinator
Position Summary:
The Destination Experience Coordinator supports both the Visitor Experience and Destination Experience departments in promoting Norfolk as a welcoming and dynamic destination. This role provides administrative, retail, and event support while ensuring excellent customer service to visitors, meeting planners, partners, and the community. Responsibilities include assisting with Visitor Center, Mobile Visitor Center, and retail operations, supporting conventions and events, managing brochure distribution, and maintaining accurate reporting. The position requires creativity, adaptability, and collaboration, along with strong organizational and communication skills. Occasional evening and weekend availability is required to support festivals and events.
Reports to: Vice President of Destination Experience, Director of Destination Experience, Visitor Experience Manager
Essential Duties and Responsibilities:
Visitor Experience:
- Brochure Management: bulk mailing and distribution, regional deliveries, tracking, ordering, and maintaining statewide brochure inventory and brochure room maintenance
- Fulfill and process City Guide requests including bulk mailings, keep updated distribution log in CRM system
- Operate the Mobile Visitor Center
- Maintain appearance of mobile visitor center and assist with general vehicle upkeep
- Prepare packing checklist for scheduled events
- Assist with researching relevant festivals and events that would increase VisitNorfolk’s presence in the region
- Ability to work in the Visitor Information Center, at festivals, events, and on secure regional military installations with the mobile center or exhibitor tent as an Information Specialist, including evening and weekend coverage as needed
- Assist with cruise ship passengers at the dock and aboard ship as concierge
- Assist with training of Visitor Information Specialists
- Participate in retail operations training to assist with day-to-day operations of Mermaid Market gift shop
- Research potential new products and vendors with a focus on small, women-owned, diverse, and locally made products
- Receive inventory into POS system and e-commerce store. Ticket, photograph and merchandise products for sales in the Mermaid Market and the online store
- Maintain inventory accuracy, performing physical inventory counts for biannual audits at the beginning of the calendar and fiscal year
- Prepare the weekly sales and inventory reports, monthly origin report, and prepare and process cash deposits
- Develop and implement a social media plan to promote the online store
- Update the monthly Event Calendar for print distribution, ensuring accuracy and timely inclusion of upcoming events
Destination Experience:
- Works with destination services team to provide support to meetings, conventions, and events as needed.
- Prepare and deliver group needs as requested including name badges, gifts, collateral; and setup, monitoring, staffing, and teardown of information tables.
- Conduct post-event follow up via Meeting Planner Survey and CRM reports
- Provide support for event planning and execution for both VisitNorfolk and the Norfolk Tourism Foundation Events
- Assist in the creation, updates and revisions, and distribution of monthly destination marketing pieces related to groups and conventions (Dining Guides, Discounts, etc.)
- Enter Service Booking leads into CRM and send small meeting leads to partners
- Maintain destination services merchandise including estimates, orders, inventory and requests
General:
- Perform general administrative functions and assist Managers, Director and Department Head with day-to-day operations, procurement support and accounting functions such as
preparation of invoices, purchase orders, expense reports and travel budgets
- Provide front desk relief for Front Desk Advisor and provide front desk coverage as needed
- Assist with departmental projects; Coordinate with other administrative staff on projects, meetings, and other tasks as assigned.
- Assist VP with monthly reporting
- Represent VisitNorfolk at community and industry events
- Project a positive image of Visit Norfolk and display a positive attitude in all internal and external communications
- Other duties and projects as assigned
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- College degree preferred with work experience, preferably in the hospitality industry
- Familiarity with the City of Norfolk, its tourism assets, and the Coastal Virginia region
- Highly proficient in Microsoft Office suite including Excel, Adobe products, Apple products, and ability to learn Canva
- Experience with/ability to learn Customer Relationship Management (CRM) system, retail Point of Sale (POS) system and media wall operations software
- Ability to work well independently and in a team environment. Experience handling multiple tasks simultaneously.
- Work requires high degree of customer services skills, organizational skills, accuracy and attention to detail, business etiquette, good judgment, excellent oral and written communication skills.
- Valid driver’s license with dependable transportation; must have and maintain a clean driving record. Must be at least 21 years of age.
Physical Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit, talk and hear. Employee may have to lift up to fifty pounds.