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Senior Director of Visitor Experience
Job Title: Senior Director of Visitor Experience
FLSA Classification: Exempt
Department: Visitor Experience
Reports To: President & CEO
To Apply: Email résumé and cover letter to resume@visitfranklin.com with the subject line “Senior Director of Visitor Experience”
JOB DESCRIPTION
Summary/Objective
The Senior Director of Visitor Experience is responsible for leading the organization’s focus on shaping the way visitors experience the destination. Reporting directly to the President & CEO, this role will lead the Visitor Experience Department, including Visitor Information and Destination Experience. As a member of the organization’s Directors team, the Senior Director ensures strong collaboration across departments and alignment around the visitor perspective.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Lead and inspire the Visitor Experience team to be creative, collaborative, highly effective and productive.
- Manage two direct reports: Visitor Center Manager and Visitor/Destination Experience Manager.
- Work with the President & CEO and Directors team on long range visitor experience goals and plans.
- Actively collaborate across departments to generate, evaluate, and enact impactful programs and initiatives to support the visitor experience.
- Work with President & CEO and community leaders to apply destination research and business analysis to destination development.
- Support opportunities for development of tourism related experiences and facilities.
- Develop and maintain a strong, working knowledge of visitor experience trends, consumer trends, visitor research data, and technology.
- Work with the Visitor Center Manager to meet the Visitor Center’s annual goals.
- Establish and maintain relationships with strategic partners locally, regionally and nationally.
- Create and manage an annual budget for Visitor Experience initiatives.
- Other duties as assigned by the Operations Manager.
Competencies
- Passion for tourism, hospitality, and visitor/guest experience.
- Desire to actively be part of an enthusiastic, collaborative team.
- Interest in Williamson County and its unique communities.
- Strong organizational and time management skills.
- Flexibility to adjust to a dynamic work environment.
- Ability to coordinate multiple concurrent projects and prioritize tasks.
- Strong verbal and written communication skills.
- Ability to work independently, set expectations and monitor delegated activities.
- Ability to make decisions in a timely manner and exhibit sound judgement.
- Ability to analyze business data and trends.
- Proficiency with Microsoft Office, Google Suite, and office tools including project management and customer relationship management software.
Supervisory Responsibilities
- Department Leadership and Management including planning, budgeting, reporting, and accountability
- Two full-time employees
Work Environment
- This job operates in a professional, open-office environment in downtown Franklin, Tennessee.
Physical Demands
- Able to navigate stairs daily.
- Must be able to travel by car.
Position Type / Expected Hours of Work
Typical hours of operation are Monday through Friday, 8:30 a.m. to 5 p.m., with occasional nights and weekends. A hybrid option is available after three months of employment.
Travel Required
- Occasional travel for meetings and professional development conferences.
- Must have a vehicle and valid driver’s license to perform deliveries and other job functions involving transportation.
Preferred Education & Experience
- Associate degree or equivalent work experience.
- Minimum (7) years related experience in hospitality and/or customer service.
- Minimum (5) years of people management experience.
Affirmative Action / EEO Statement
Williamson County Convention & Visitors Bureau provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Williamson County Convention & Visitors Bureau takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.
In addition to federal law requirements, Williamson County Convention & Visitors Bureau complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Williamson County Convention & Visitors Bureau expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, pregnancy, age, national origin, genetic information, disability, or veteran status. Improper interference with the ability of Williamson County Convention & Visitors Bureau’s employees to perform their job duties may result in discipline up to and including discharge.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Information Specialist
Job Title: Information Specialist
Job Type: Part-time, non-exempt
To Apply: Email resume@visitfranklin.com with the subject line “Information Specialist”
WHO WE ARE
The Williamson County Convention & Visitors Bureau, known most commonly by its brand name, Visit Franklin, is the official destination marketing organization for all the communities of Williamson County, Tennessee. That means it is our job to share everything that is incredible about our community with the world! By doing so those leisure travelers, groups, conventions, and business travelers to Williamson County enhance the economic prosperity of the entire county through increased travel-related spending. We attract millions of visitors per year, and because of that, the hospitality industry contributes over $1 billion dollars of positive economic impact to the community.
WHY WORK HERE
The core values of our organization are simple: collaborate, innovate, integrity, and enthusiasm. This means we appreciate varied perspectives, approach ideas with an open mind and support and celebrate each other’s successes. We are transparent, authentic, and accessible. We get excited about exploring new ideas, we ask questions, learn, and try new things. We are passionate about our community, its residents, and the impact of the work we do.
JOB DESCRIPTION
Summary
The Information Specialist role is a part-time position in the WCCVB Visitor Center who is friendly, engaging, hospitable, and greets our local and non-local guests with a welcoming smile. The Information Specialist is responsible for providing helpful trip suggestions, including places to shop and dine. This role is expected to listen to
guests and answer any questions and anticipate any needs with helpful information. Excellent customer service is provided to all our guests.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Recommend attractions, hotels, restaurants, and/or activities to visitors using the WCCVB “rule of three.”
- Enhance the visitor experience by asking questions and recommending additional options during their visit.
- Maintain records of visitation numbers and visitor data as requested.
- Assist visitors with the purchase of Franklin/Williamson County merchandise using the Point of Sale (POS) system, which includes performing register transactions.
- Attend quarterly staff meetings.
- Visit area attractions and sites to build relationships, learn about the attractions, and request the latest information to make available in the Visitor Center.
- Track and restock merchandise and brochure inventory as needed.
- Staff events such as Franklin’s downtown Art Scene.
- Maintain a clean and tidy Visitor Center.
Competencies
- Must have the ability to listen to visitors with the purpose of understanding their needs.
- Must have the ability to listen to coworkers for the purpose of completing required job duties correctly and in a timely manner.
- Excellent verbal and written communication skills that can be adjusted to suit
the audience with the ability to convey information clearly and effectively.
Supervisory Responsibilities
- N/A
Work Environment
- This job operates in a professional, retail environment in downtown Franklin, Tennessee.
- Handles cash and credit card sales transactions.
Physical Demands
- Able to lift brochures and retail shop products and displays up to 40 lbs.
- Able to navigate stairs daily. (Reasonable accommodations may be made)
Position Type / Expected Hours of Work
- This is a part-time position averaging 12-19 hours per week but not more than 1,000 hours in a calendar year.
- Typical hours of operation are Monday through Sunday, 9 a.m. to 5 p.m. Hours may fluctuate slightly on a seasonal basis.
- Weekend availability is required (schedule may be Saturday and Sunday only).
Travel Required
- Travel and training will involve visiting local attractions within Williamson County.
Preferred Education & Experience
- Education or experience in customer service-related field of work.
- High school degree/diploma.
Affirmative Action / EEO Statement
Williamson County Convention & Visitors Bureau provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Williamson County Convention & Visitors Bureau takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.
In addition to federal law requirements, Williamson County Convention & Visitors Bureau complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Williamson County Convention & Visitors Bureau expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, pregnancy, age, national origin, genetic information, disability, or veteran status. Improper interference with the ability of Williamson County Convention & Visitors Bureau’s employees to perform their job duties may result in discipline up to and including discharge.
Why Work at Visit Franklin
Visit Franklin is a fantastic place to work—just ask any of our employees! We are located in the heart of Franklin, right on Main Street. We are a close-knit group of passionate, inclusive, energetic, driven people committed to promoting Franklin and all the communities of Williamson County, Tennessee. We genuinely love our community and share it with the world daily.
We are dedicated to high-quality work representing our hospitality and community partners. To accomplish that, we are always on the lookout for bright and energetic people committed to working hard, doing things the right way, and having fun while making a difference in our community.
CULTURE AT Visit Franklin
Travel is supposed to be an experience of wonder, excitement, and exploration of new things.
The culture at Visit Franklin is very much the same. There are lots of personalities, lots of individual talents, lots of experimentation, and lots of creativity that come together in incredible ways here. We believe that at Visit Franklin, everyone has something valuable to contribute and focus our efforts on being a productive, respectful, positive, and progressive group while still having fun and supporting each other along the way. When it comes to good ideas, titles don’t mean much to us. All are welcome to be part of the process, and together we share our community with the world.
The Visit Franklin culture is unique…and that’s why our employees love it here.