Travel Counselor II

Description

BRIEF DESCRIPTION
The Travel Counselor II is responsible for welcoming and assisting visitors at the visitor center, supporting its operations, and collaborating with tourism partners. The role involves providing accurate information to travelers, promoting local tourism, and ensuring smooth day-to-day operations in the absence of the manager. The counselor must actively engage with other departments to achieve organizational goals, maintain knowledge of Virginia's tourism industry, and contribute to marketing efforts. Serves in lead capacity to Travel Counselors and temporary employees. Reports to the Visitor Center Manager.

The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Assume responsibility for the operation of the Visitor Center in the absence of the managers to ensure that the center operates smoothly.
• Delegates tasks and assists with training for Travel Counselors, temporary staff and interns
• Greet and assist visitors, provide accurate travel information, and manage inquiries via phone, email, or in person.
• Assist with data entry into the online visitation reporting system/Simpleview Consumer User Group.
• Participates in monthly staff meetings, may lead meetings as directed by managers.
• Participate in the annual Visitor Center Seminar/Study Tour as offered by the Virginia Tourism Corporation; Typically held in March each year.
• Assist with inventory control and incoming mail or literature.
• Review and be familiar with the City of Danville’s Tourism website to strengthen knowledge of the area tourism assets and special events.
• Stay updated on Virginia's tourism offerings by reviewing brochures, websites, and news, and participate in study tours.
• Maintain and organize brochure inventory, assist with displays, and promote advertising opportunities for partners.
• Uphold organizational values such as excellent customer service, clear communication, and teamwork, while acting fairly and responsibly.

ADDITIONAL DUTIES

• Performs additional duties as assigned

Education and Experience
High School or equivalent required
An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above
Certifications/Licenses
Valid Driver’s License with acceptable driving record according to City Criteria
Job Knowledge
Advanced knowledge of the subject matter. Complete comprehension of the subject area to solve common and unusual problems, able to advise on technical matters, and serve as a resource on the subject for others.
Reading
Intermediate: Ability to read papers, periodicals, journals, manuals, dictionaries, and thesauruses.
Writing
Intermediate: Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech.
Math
Intermediate: Ability to deal with a system of real numbers; and practical application of fractions, percentages, ratios/proportions and measurement.
Communication Skills
Recommendations regarding policy development and implementation are made and/or recommended. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Evaluates customer satisfaction, develops cooperative associations, and utilizes resources to continuously improve customer satisfaction.
Independence and Decision-Making
Normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Special projects are managed with little oversight and assignments may be reviewed upon completion. Performance reviewed periodically.
Technical Skills
Work requires comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization. Basic computer skills and Microsoft software experience
Fiscal Responsibilities
Completes research for documents, compiles data for computer entry, and/or enters or oversees data entry. Has responsibility for monitoring budget/fiscal expenditures (typically non-discretionary expenditures) for a work unit of less than department size (programs, activities, projects, or small organizational units) or responsibility for fiscal management of capital project(s). May recommend budget allocations.
Supervisory Responsibilities
Supervises and monitors performance for a regular group of employees or department. Provides input on hiring, discipline, work objectives/goals, performance evaluation and work assignments.

PHYSICAL DEMANDS

• Work is medium in nature, exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly; stocking brochure displays, walking, standing, sitting, lifting, carrying, pushing/pulling, reaching, handling, kneeling, and crouching.
• Requires adequate vision, hearing and talking to use a computer, telephone and communicating effectively with others.

NON-PHYSICAL DEMANDS

• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and predictable attendance is expected.

MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE
Typically requires use of standard office equipment, including computer and related hardware and software, and any other equipment as appropriate or required.
WORK ENVIRONMENT
The work is typically performed in an office environment where the noise level is moderate. The employee is expected to use appropriate protective equipment for the assigned task; and any other equipment as apparent or assigned.