Visitor Information Specialist-Uptown

CRVA•Charlotte, NC

10d•Onsite

About The Position

The Visitor Information Specialist is responsible for promoting city and regional assets to create memorable experiences and drive economic advancement and prosperity. This position will exemplify exceptional customer service expectations across CRVA brands to generate effective delivery of sales and marketing promises, repeat business and positive word-of-mouth referrals.

Requirements

Proficiency in English is required, multilingual skills preferred. Strong written and verbal communication skills are necessary to effectively convey information in a clear, concise, and engaging manner.
Ability to anticipate customer needs, builds positive relationships, and exceeds expectations to both internal and external guests.
Demonstrates initiative to continuously learn more about our destination to better serve our guests, while collaborating with other departments to enhance the guest experience.
Upholds high standards of personal appearance and grooming, and adheres to uniform guidelines, which include wearing proper Visitor Info Center attire and name tag.
Ability to embody the CRVA Customer experience standards by anticipating customer needs, building positive relationships with customers, vendors, and CRVA team members.
May perform other duties as required and adhere to CRVA guidelines throughout.
Two years customer service experience within the hospitality or retail field. To perform this job successfully, an individual must possess initiative, desire to learn along with strong organizational and time management skills.
Knowledge of Charlotte and surrounding counties, transportation, major corporations, hotels, restaurants, attractions, sports, and shopping resources is a must.
The employee must regularly lift and /or move up to 50 pounds with the use of a hand cart to regularly receive and stock merchandise and materials for the VIC operations and coordinate deliveries to guests, hotels, and attractions as needed.
While performing the duties of this job, the employee is required to maintain high energy and will frequently stand, walk, or sit for long periods, lift as needed for the guests or operation. The employee is often working in a variety of conditions within CRVA venues and beyond to train staff on destination assets and to interact with our locals and visitors as needed.
This role will be accountable for the cleanliness of the Uptown and Charlotte Convention Center locations to include guest facing, back office and storage areas.

Responsibilities

Support Visitor Information Center operations at the Charlotte Convention Center and Uptown location and off-site pop-up events.
Proactively markets and promotes the city while demonstrating timely destination information for our guests with finding complete solutions to their requests.
Attend team development events which includes but is not limited to experiential training tours, collaborative planning, quarterly team meetings, pre-shift meetings, quarterly check-ins, as well as supporting required CRVA training.
Supports additional touchpoints within the Charlotte Convention Center and throughout the community that would promote destination awareness, influence travel decisions and spending within our city.
Must be flexible to work on weekends, holidays, and city-wide events independently or as part of the CRVA team in a variety of conditions.
Assists with all aspects of the gift shop operations and daily transactions, inventory control, and accounting duties through Shopify.
May perform other duties as required and adhere to CRVA guidelines throughout.
Consistently deliver the best in customer service. Model and be accountable ensuring that customers are always put first by living the CRVA Service Philosophy to deliver memorable customer experiences.
Champion CRVA’s mission, vision and core values and comply with organizations policies and procedures.
Provide comprehensive assistance to visitors by active listening, asking engaging questions, and offering accurate information, guidance, and recommendations regarding local attractions, activities, events, dining options, transportation, and other relevant services.
Working in various locations and venues, which could be both indoors or outside, this position requires the ability to anticipate and effectively follow safety and security guidelines, operational needs and communicate changes and concerns to Manager, team, and internal stakeholders.
Supports and executes all aspects of retail operations which includes mobile pop-up events, brick and mortar locations, and E-Commerce operations. Bank deposits, receipts for reconciliation, stocking, merchandising, POS support and cleaning inside and outside.
This position will adhere to budgetary guidelines and be accountable for operational spending.