Job Description

Posting number: 14246

Department: The Slover

Job classification: Manager of Visitor Services

Posting type: Open

Categories: Customer Service, Education, Training & Library

The City of Norfolk is seeking a skilled and experienced Manager of Visitor Services for The Slover. The Manager of Visitor Services oversees a team that has a significant impact on the perception of The Slover and the City of Norfolk among guests, patrons, and clients. The role of the team is more than just greeting visitors or executing an event; it's about developing a positive rapport with the public and demonstrating reasons for them to return in the future.

This Manager of Visitor Services is responsible for managing venue rentals at The Slover. This position manages complex operations, including responsibility for personnel and meeting performance standards, customer service, event execution, and budgets. Responsible for implementation of city and departmental policies and procedures and performing administrative and customer service-related duties.

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.

Examples of duties

Essential functions include but are not limited to:

• Leads staff development by directing daily meetings, providing assessments, reviewing staff performance regarding guests, developing and implementing training programs, and researching comparative venues and evaluating effectiveness of implementing similar programs.
• Coordinates daily operations by reviewing events with staff, reviewing and planning for special programs, and discussing needs to ensure all areas are appropriately staffed and prepared.
• Maintains staff levels for visitor services by reviewing needs for gift shop, admissions, exhibits, and theater, performing in-house job fairs, and evaluating seasonal needs and hire or cutback as appropriate.

Qualifications

Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent.

• Two years of event and/or facilities, or related experience; or an equivalent combination of education and experience.
• Two years of managerial experience.
• Must be able to communicate effectively orally and in writing.
• Must be able to work with clients from any demographic, as part of a team, and a flexible schedule.
• Ability to solve problems, make decisions, and handle multiple priorities.
• Proficiency in operating Microsoft Office Suite and ability to quickly learn new programs.
• Ability to lift and carry 25 pounds.

Supplemental information

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 will require flexibility to work some rotating weekends and evening schedules.