Visitor Services Coordinator

Visitor Services Coordinator

The City of Norfolk is seeking a new member for the Visitor Services team at The Slover. The Visitor Services Coordinator develops and assists in overseeing events spaces and staff, creating a memorable experience for every visitor. The Slover is a premier destination located in downtown Norfolk that contains a branch of the Norfolk Public Library system, the Sargeant Memorial Collection Archives, the Roy E. Hendrix Business center, Creative Studios, Venue Rentals, and a Café. The Slover encompasses three centuries of architecture which spans 138,000 square feet across seven floors. The City of Norfolk is a permanent Carnival cruise hub welcoming 150,000 guests a year. At just two blocks from the hub, The Slover is a destination for visitation, information, and activities for tourists in addition to our robust visitation from residents.

Essential Functions Include But Are Not Limited To:

• Greet incoming guests, conduct facility tours, site visits and respond to event inquiries. Facilitate event scheduling by checking for available spaces and requesting dates to be placed on hold. Assist in completion of rental applications. Prepare and distribute rental packages and policies with rates and venue information.
• Provide customer service support by responding to customer inquiries, feedback, and problems. Resolve problems or complaints from clients and the public in accordance with established policies and procedures.
• Communicate with clients on facility and equipment setup options and materials needed to achieve desired results. Ensure adherence to requirements, agreements, and contractual obligations. Work closely with the event organizer prior to and during the event to ensure event goals and requests are achieved.
• Assist in executing event space set-up and tear-down as per communicated event time, needs and or requests, i.e., appropriate room layout and audio/visual. Provide audio/visual assistance and troubleshooting to patron/clients in event spaces as need be during the event.
• Contacts others within the organization. These contacts may involve similar work units or departments within the City which may be involved in decision making or providing approval or decision-making authority for purchases or projects. Works with individuals outside the city who may belong to professional or peer organizations. Working with various state and federal agencies may also be required. Vendors and suppliers may also be called upon for information on purchases, supplies or products. Meetings and discussions may be conducted with customers, brokers and sales representatives.
• Performs research for documents, compiles data for computer entry, and/or enters or oversees data entry and has responsibility for monitoring budget expenditures (typically non-discretionary expenditures) for a work unit of less than bureau size.

Education/Experience Work requires knowledge of a specific vocational, administrative, or technical nature which may be obtained with six months/one year of advanced study or training past the high school equivalency. Junior college, vocational, business, technical or correspondence schools are likely sources. Appropriate certification may be awarded upon satisfactory completion of advanced study or training. Two years of experience in customer service. Work requires the ability to read contracts, reports, manuals, articles, training materials, policies, and general correspondence. Work requires the ability to write reports, contracts, policies, job descriptions, and general correspondence. Work requires functioning as a lead worker performing essentially the same work as those directed, and includes overseeing Ability to lift and carry 25 pounds.

Additional Information & Requirements:

Valid Driver's license Work Hours: Workdays and hours will vary depending on organizational needs and event schedules. Events are typically within the hours of 8:00 am – 7:00 pm Monday – Saturday with possible evening events till 11:00 pm. This position's schedule will be primarily Tuesday-Saturday.

Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.