Visitor Services Coordinator

Oliver Tourism Association & Visitor Centre - Oliver, BC (30+ days ago)

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2020 Oliver Tourism Association

Job Description

Visitor Services Coordinator

Job Overview

As Visitor Services Coordinator you are responsible for the day-to-day operations of the Oliver Visitor Centre. You will engage with visitors in the Centre and out in the community and are responsible for training and managing the volunteer team to provide up-to-date information on events and ensure our team can provide comprehensive information on what is available in Oliver and Area C. As relates to the Visitor Centre, you are also responsible for care and maintenance. You engage at in-market events and coordinate volunteers for OTA and partner organization events. You will work to enhance the relationships with stakeholders and members, as well as implement strategies with regards to the advancement of Oliver Tourism and Canada’s Wine Capital branding in conjunction with the directives of Destination BC and our funding partners. You will report directly to the Executive Director.

Key Duties and Responsibilities:

Visitor Centre & Tourism Services:

  • Recruit, train, schedule and manage volunteers for the Visitor Centre
  • Organize FAM trips for volunteers and seasonal staff and provide ongoing information updates
  • Create a recognition/incentive for volunteers
  • Complete website updates relating to Events Calendar, Business Directory, Accommodations & Service listings
  • Primary contact to web support for technical issues
  • Manage the distribution and storage of the Oliver visitor guide
  • Determine which visitor guides are to be stocked and order/store accordingly
  • Organize the VC to maximize use of space visitor information and gift shop
  • Review publications and news sources for information of interest to visitors to with VC team
  • Set procedures for collecting accurate and timely statics on Centre users share
  • Answer visitor inquiries by mail, phone, e-mail, social media and in person
  • Prepare information packages for groups, individuals and operators
  • Create and maintain in-house publications for visitor information (e.g. wine matrix, kid-friendly, things to see and do, hiking, attractions, activities, and community services)
  • Manage accommodations availability matrix during peak periods
  • Create tracking for actual bookings made by VC staff (phone and online)
  • Ensure that VC team and visitors are aware of environment conditions (weather, roads, smoke, snow, etc)
  • Assist customers in selecting and purchasing items from the gift shop as well as online tickets
  • Contribute to providing tidy, safe and clean work environment and replenishing stock as required

Membership:

  • Primary communications with OTA members for and stakeholders including face-to-face interactions
  • Promote membership, create packages and collect annual dues
  • Collect information for website and VC display about member events and offerings
  • FAM trips for tour operators and members, and support of media trips if required
  • Facilitate Prepare communications for members and stakeholders
  • Organization of representation at local industry and networking events

Gift Shop & Retail:

  • Create a strong retail program with the support of Tourism Manager
  • Ordering, stocking and tracking inventory
  • Training staff on best practices for sales and upselling techniques
  • Prepare banks deposits from Visitor Centre and gift shop sales

Centre Management:

  • Building maintenance of OVC
  • Liaise with RCMP, Town of Oliver, Ministry of Transport, etc
  • Oversee hiring of contractors relating to cleaning, security, internet/phone, etc
  • Maintenance of the grounds, communicating with Public Works as relates to parking area and garden
  • Maintain safe, clean exterior watching for vandalism, caring for plants, picking up garbage and debris
  • Ordering office supplies, visitor guides/brochures/rack cards, merchandise stock

Special Events & Festivals:

  • Promote year-round festival/events in Oliver as well as local tourism products and services
  • Assist with the coordination of the major annual special events that Oliver Tourism supports (Pig-Out, Half-Corked Marathon, Oliver Roots & Fruits Expo, Oliver Cask & Keg, and Festival of the Grape) as well as promote, attend and provide support to stakeholder/member events as directed by the Executive Director
  • Create a database of volunteer with areas of interests and limitations
  • Organize volunteers for OTA and approved organizations events, prepare communications and thank-you
  • Provide additional manpower at VC for leading into events
  • Maintain a toolbox of supplies for event execution
  • Coordinate booth for visitor information and gift shop sales at events

Marketing:

  • Suggest opportunities for building brand awareness
  • Make recommendations for the improvement on online and social media channels.
  • Ensure the calendar of events and VC collateral is comprehensive and up to date
  • Plan, design and implement effective and innovative collateral (print and digital) to notify visitors via vacation rentals, accommodations, restaurants, etc., of upcoming special events in the Oliver and immediate region.
  • Create special event information flyers and posters for kiosks and bulletin boards throughout Oliver and Area C as well as to display when out as mobile visitor services.

General Team Duties

  • Be engaged in leading a team environment with Visitor Centre volunteers, seasonal staff and Tourism Manager to provide the best visitor experience
  • Provide suggestions on improvements to services and areas to grow our offering
  • Be flexible to a changing environment and perform all other duties enthusiastically

Visitors center hours of operation

o Beginning Feb 14 - weekends only Fri – Sunday 9-3

o Beginning March 12 – Thursday -Sunday 9-3

o Beginning April 2 - Daily 9-3

o Beginning October 3 – weekends only Thursday – Sunday 9-3

o Closed for FOG weekend

*Beginning November 22 closed for the season

Benefits:

  • Flexible working hours
  • On-site parking

Job Type: Part-time

Experience:

  • Visitor Services: 1 year (Preferred)