Visitor Experience Specialist, Finger Lakes Visitors Connection

Finger Lakes Visitors Connection (FLVC) is the official tourism promotion agency for Ontario County. Organized in 1984, the mission of our 501(c)(3) is to stimulate economic growth through both leisure and meeting travel and increase the number of overnight stays across the county.

Located within a 6-hour drive radius of most major East Coast and Midwest cities, Ontario County provides a friendly and authentic experience, offering wine, food, cultural, wellness, and outdoor adventures.

FLVC tells the story of the Finger Lakes, from our historical past to our innovative future. We take our potential visitors behind the scenes of what makes our region a premier destination for travel, and how a getaway curated just for you and your interests is just around the corner. Our experienced team is dedicated to assisting you in every step of your travel preparation to ensure you will come back and visit us again in the future.

FLVC’s Visitor Experience Specialist is the caretaker and innovator of quality guest experiences and promotes the community as a dynamic place to live, work, play, and be well. They have a passion for service excellence, thrive on people engagement, and are energized by guiding and telling the story of our brand experience.

• Meetings and Travel Trade Services
• Assist in group tour travel and meeting services.
• Support the marketing team in the development and distribution of marketing materials, trade missions, and VIP services.
• Visitor Experience and Engagement
• Provide welcoming experiences in our communities for visitors and residents.
• Ensure that visitor information outlets (electronic and physical) are updated, well-maintained, and stocked with brochures and other informational assets.
• Ensure that visitor inquiries receive prompt, accurate, and courteous responses through multiple communication channels with assistance from Office and Project Support – Visitor Services.
• Assist in data mining and research to include, but not limited to, visitation to our area, customer interests, current news and marketing trends, SWOT analysis, which inform the development and promotional products for our destination.
• Ensure systematic engagement into our CRM and CMS and digital assets by frontline service personnel to stay connected to our constituencies and maintain the accuracy of our partner information.
• Assist in coordinating and facilitating visitor services and responding to inquiries with services and offerings.
• Maintain visitor records and databases and prepare regular reports and analyses related to visitor services and special projects.

Passions, Team Responsibilities and Requirements

• Collaborate with cross-functional teams, including marketing, design, and partnership.
• Participate, as assigned, in FLVC networking functions and community advocacy to promote engagement with Finger Lakes Visitors Connection programs and vision.
• Demonstrate curiosity about industry trends, emerging technologies, and best practices in destination marketing, championing their integration for effectiveness and efficiency.
• Exhibit passion for the Finger Lakes - and Ontario County in particular – with a grounded focus on sustainability, diversity, and the integrity of brand FLX.
• Be ready to travel. A valid passport and driver's license are required for local, national, and international travel.
• Be flexible and available to work evenings, weekends, and holidays as assigned.
• Ability and willingness to travel by any mode of transportation, including self-transport to assigned venues.
• Ability to operate various office equipment including computer, printer, telephone, photocopier, mobile technologies, laptops and presentation equipment and technology.
• Computer Software: Microsoft Office Professional Suite, familiarity with Adobe publication software and tools such as photoshop and design software, Simpleview CRM and CMS.
• Understanding and use of common content sharing platforms including, but not limited to, Google, Microsoft 365, Dropbox and Zoom, and various project management software.

Working at Finger Lakes Visitors Connection - Environmental Conditions

• Finger Lakes Visitors Connection’s home base is at 19 Susan B. Anthony Lane in Canandaigua. The organization promotes “workplace locational fluidity” with a recognition of the benefits of being together at “home base.”
• We are the caretakers of a unique historic building in a historic district setting. Everyone shares in the responsibility for this building by participating in house duties (light cleaning, landscaping, simple maintenance), special event preparations, and overall safety, preservation, and security of the building and grounds.
• Team members are required to travel locally, regionally, and multi-state on an occasional basis and are subject to outdoor weather conditions.
• When not traveling, work is performed in a typical office environment where this is no substantial exposure to adverse environmental conditions.

Minimum Qualification Standards:

• Bachelor’s degree in hospitality, marketing, communications or a related field; or equivalent experience in a similar position.
• Second language skills are a plus.

Mental and Physical Requirements:

• Close mental and visual attention is required to perform work dealing primarily with preparing and analyzing data and figures, using a computer terminal, and reading. Additionally, this job requires working alone on the computer, collaborating as part of a team, or working closely with others over the phone or computer.
• The employee is regularly required to sit, stand, walk, use hands to finger, grasp, talk, hear, and perform repetitive motions. Occasionally required to push and pull; to climb, balance, stoop, kneel, crouch, crawl, reach, and lift.
• Ability to exert up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• Participation in house duties (light cleaning, landscaping, simple maintenance).

Disclaimer:

• Requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the
  employee(s) occupying this position. Employees will be required to follow any other job-related instructions
  and to perform any other job-related duties requested by their supervisor.
• The company reserves the right to add to or revise an employee's job duties at its sole discretion.
• This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

To apply, please contact Tracey Burkey at Tracey@VisitFingerLakes.com