Assistant Director of Visitor Experience

Visit Annapolis & Anne Arundel County is currently searching for an Assistant Director of Visitor Experience. The Assistant Director will manage the front-line team of volunteer information specialists. Reporting to the Director of Visitor Experience, the Assistant Director will oversee the day-to-day operations of volunteers and the facility. The ideal candidate will be passionate about hospitality, tourism, and creating a welcoming destination for visitors from diverse backgrounds.
 
Key Responsibilities:
Volunteer Management:

• Recruit, lead, and manage a team of volunteers to deliver exceptional customer service in alignment with the organization.

• Coordinate volunteer schedules to ensure consistent and adequate coverage.

• Track volunteer contributions and use data-driven insights to improve training, retention, and volunteer engagement 

• Develop and execute comprehensive volunteer training programs to include customer service best practices, conflict management, transportation, parking, seasonal offerings, and organizational updates.
• Maintain knowledge of current industry trends in volunteerism and visitor engagement.
   

• Assist in the development of visitor experience programs, activities, and events to engage visitors and the local community and promote the region’s attractions, restaurants, and accommodations.

• Attend and support special events, festivals, and visitor-focused activities.
   

• Assist in managing the Visitors Center, traveling visitor center, and pop-up operations.

• Act as a liaison with HR manager on the internal/external maintenance of the Visitors Center.

• Oversee conference room scheduling.
   

• Monitor visitor feedback and reviews to identify trends and areas for improvement.

• Generate detailed reports and provide insights to support strategic decision-making and enhance visitor satisfaction.

• Research and evaluate digital tools, data platforms, and tracking systems to assess visitor volume, engagement, and overall customer experience.

• Monitor visitor feedback and reviews to identify areas of improvement.

• Proven experience in a supervisory role in hospitality, tourism, or customer service industry.

• Ability to work collaboratively and manage a diverse team of volunteers.

• Experience with CRM platforms, visitor tracking systems, and digital engagement tools.

• Multilingual proficiency preferred.

• Flexibility to work weekends, holidays, and during special events as needed.