Visitor Information Specialist, Uptown Charlotte

Who We Are

The Charlotte Regional Visitors Authority will leverage our hospitality marketing and management expertise to maximize the impact of the Charlotte Region’s economy - by creating opportunities and jobs for our community.

Job Summary

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.

1. Essential Job Duties

• Support Visitor Information Center operations at the Charlotte Convention Center and Uptown location.
• 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 and presenting 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.

1. 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.

1. Champion CRVA’s mission, vision and core values and comply with organizations policies and procedures.

Scope of Responsibility

• This front-line position represents CRVA and the City of Charlotte. The venue or location may change due to business needs, and this position will fairly and positively represent the complete destination while working independently or as part of Visitor Services department and CRVA team.
• 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.

Knowledge and Skill 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.
• Customer Service Ability:
• 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.

Education and Experience

• 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.

Physical Demands

• 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.

Work Environment

• The noise level in the work environment may vary depending on foot traffic, industrial vehicles, and outside street noise.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

Our “employee first” culture requires engagement and engagement can’t happen without the voices of many talented and diverse individuals charting our direction.

Diversity and Inclusion is a shared responsibility for every employee at the CRVA. We are committed to respecting, valuing, and celebrating the unique personal differences that make us a stronger organization. Diverse candidates are encouraged to apply.