Who We Are
The CRVA works to deliver experiences that uniquely enrich the lives of our visitors and residents. Through leadership in destination development, marketing and venue management expertise, the CRVA leads efforts to maximize the region’s economic potential through visitor spending, creating jobs and opportunities for the community. Brands supported by the CRVA include the Charlotte Convention Center, Spectrum Center, Bojangles Entertainment Complex, NASCAR Hall of Fame, Charlotte Film Commission, Visit Charlotte and Visitor Info Centers.
Job Summary
The Visitor Information Center Coordinator will be responsible for providing information to travelers, visitors, and the public. The Coordinator will enthusiastically promote Charlotte, its attractions, restaurants, and accommodations in a manner that will encourage repeat visitation that produces additional revenue to our community. The selected candidate must be able to pass Charlotte Douglas International Airport’s badging requirements.
Program Role
- The individual supports the Visitor Info Center Manager by updating team files, addressing staff and operational concerns, and ensuring proper resolution.
- The individual assists the Visitor Services team in various initiatives, including data compilation for board reports, content review for the team newsletter, and process and procedure review.
- Demonstrates strong communication and listening skills to meet the demands of travelers’ and airline/airport officials’ questions, regarding airport and tourism related inquiries and be able to quickly and accurately convey information and ideas in a clear and concise manner while offering a complete solution to issues concerning their travels.
- Display comprehensive knowledge of Charlotte and surrounding counties, including transportation, hotels, restaurants, attractions, and shopping, while proactively updating on Charlotte tourist information.
- Ability to provide Southern Hospitality and World Class Customer Service in an enthusiastic, friendly and welcoming manner
- Pages passengers, transportation companies, airport officials and TSA staff as needed
- Ability to read Flight Information Display Monitor
- Answers telephones in a professional and friendly manner
- Seeks opportunities to create memories by anticipating needs & exceeding expectations by attentively looking for opportunities to assist guests
- Manages all collateral and ensures the Center is well stocked with updated resources for team. Assists in fulfilling delivery and distribution of Charlotte City Guides to Airport hotels as well as other identified distribution points
- The individual updates and maintains a tracking system for distribution efforts, walk-in traffic, and phone inquiries, making recommendations and improvements as needed.
- The leader ensures a clean and organized workspace, including storage areas and break rooms, while maintaining a high standard of appearance and grooming.
- Assists with resolving issues that may arise with visitor requests as well as any operational concerns to include Airport maintenance, housekeeping, security, ground transportation or terminal operations on behalf of the Manager
- The goal is to maintain a high level of workplace awareness by consistently practicing and enforcing safety and security procedures.
- The individual will participate in preparations and attend Visitor Services pop-ups within the community.
Administrative Functions
- Assists with logistics planning, coordination, and execution of department meetings and team experiential training/s.
- Ensures inventory levels of all supplies always remain full to meet operational needs.
- Ability to receive direction and take accountability for execution of diverse visitor services tasks and projects and perform other duties as needed.
- Consistently deliver the best in customer service. Model and be accountable ensuring that customers are always put first by living the CRVA Service Philosophy to deliver memorable customer experiences
- Champion CRVA’s mission, vision and core values and comply with organizations policies and procedures.
Knowledge And Skill Requirements
- Effective communication skills require speaking to internal and external customers and writing business correspondence.
- Demonstrate strong organizational skills by managing multiple projects and meeting deadlines promptly.
- Addressing guest challenges requires using sound judgment, flexibility with ability to prioritize all aspects and offer complete solutions for unforeseen travel situations.
- The individual must have knowledge and use of Microsoft programs with basic navigation, troubleshooting and spreadsheet skills.
- Approaches all encounters with visitors in a gracious, attentive, courteous and service-oriented manner.
- Ability to cross-train and transcend the same enthusiasm and quality of work at the Visitor Info Center located at the Convention Center and at Wells Fargo Plaza
- Ability to be a self-motivated team player with positive outlook.
- Ability to quickly anticipate customer needs, build positive relationships with both internal and external guests, and resolve customer issues while demonstrating CRVA and CDIA Customer Service Standards.
- Continuous destination and learning initiative while helping train team on destination, airport, and company knowledge.
- Ability to build positive relationships with guests, stakeholders, and public while treating them with respect and courtesy by following CRVA’s company values and culture.
Scope of Responsibility
- This job will have periodic access to confidential data including financial statements, company records and/or minutes, customer quotes, product costs, and company plans, designs, and/or programs.
Supervisory Responsibility
- This job has no supervisory responsibilities.
Education And Experience
- High School Diploma (H. S.) and two to three years of customer service-related experience, preferably in the Travel and Tourism field in the Charlotte market.
- Knowledge of Charlotte & surrounding counties, transportation, hotels, restaurants, attractions, and shopping venues is needed.
- As the workplace is an international airport, the ability to fluently speak another language such as Spanish, French, Hindi/Gujarati, Portuguese, Vietnamese, Chinese or German is a plus.
Additional Requirement Specific To The Job
- Must successfully pass and maintain active status from Security Threat Assessment (STA) and Criminal History Records Check (CHRC) background assessments. Certain convictions will disqualify individuals from unescorted access privileges and therefore disqualify from employment.
Physical Demands
- The employee must be able to lift and /or move up to 35 pounds as this may be required regularly for stocking materials in shelves. A hand cart is provided for moving boxes.
- Specific vision abilities required by this job include close vision.
- Maintain a keen sense to their surroundings, possess a high level of energy as individual will frequently stand, walk, or sit. Lifting as needed for the guests or operation and model high energy for the team.
Work Environment
- The noise level in the work environment is usually moderate to loud.
Travel Required
- This job may require travel between CRVA venues, at times.
What We Offer
- Education Reimbursement
- 457 Plan
- CRVA University
- Employee 1st Culture
- CORE Values
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Our “employee first” culture requires engagement, and engagement can’t happen without the voices of many talented and diverse individuals charting our direction.
Diversity and Inclusion is a shared responsibility for every employee at the CRVA. We are committed to respecting, valuing, and celebrating the unique personal differences that make us a stronger organization. Diverse candidates are encouraged to apply.
