Visitor Services Representative

Hours

Part-Time 14-29 hours/week This position requires weekend and holiday availability, as well as occasional evening availability based on event, festival, visitor information center and conference needs.

Purpose of the Position

The Visitor Center (VC) exists to provide tourist information and advice on what to see and do in the Big Bear Valley and the surrounding area. The Visitor Services Representative (VSR) represents Big Bear at the VC as well as local festivals, conventions, events etc. and is responsible for ensuring all potential and existing visitors receive the most current information relating to attractions, events, etc. in the Big Bear Valley. Visitor Services also represents Visit Big Bear (VBB) to our partners, vendors, stakeholders and most importantly the visitor.

Essential Responsibilities & Duties

Responsibilities – Visitor Services

• Represent the ideals of the visitor experience to ensure that the visitors receive what they want and need

• Represent the VBB, its partners, members and stakeholders with a fair and equitable manner of treatment and presentation to all visitors in the Big Bear Valley

• Maintain excellent visitor service standards and adhere to all policies and procedures

• Handle visitor concerns, comments and complaints

• Assist in maintaining sufficient inventory of printed collateral, including inventory of relevant collateral assets

• Process mailing of all Visitor Guide requests received via phone, email and bigbear.com either through bulk mailing or on an individual basis

• Maintain a complete working knowledge of the destination as well as its events, attractions and services

• Inform visitors about services, attractions and the benefits of VBB membership

• Assists in maintaining retail sales merchandise and inventory reporting

• Assists with VBB event execution Visitor Services Representative Job Description Visit Big Bear Page 2 Responsibilities – Daily Activities

• Serve as a point of contact for the visitor by answering questions about the city, attractions, history, government, current events etc.

• Responds to inquiries from visitors and others and refers, when necessary, to appropriate persons or organizations

• Assists tourists/visitors with planning itineraries utilizing VBB resources

• Advises visitors of traffic regulations, construction areas, road and weather conditions

• Assists with retail sales, cash handling and cash reconciliation

• Answers phone in courteous and efficient manner

• Responds to all visitor emails received at the Visitors Center email address

• Assumes additional responsibilities or projects as needed or directed to support the organization

• Assist in the organization, maintenance and cleaning of the VC (including the cleaning of public restrooms), VBB offices and VBB grounds

Travel

Some travel may be required, including local travel. Proof of a valid driver’s license and insurance will be required.

Physical Demands

While performing the duties of this job, the employee is regularly required to read, write, speak, see and hear. The employee may be frequently required to drive, stand, walk, use hands and arms. The employee must frequently lift and/or move objects up to 20 pounds and occasionally lift and/or move objects up to 55 pounds. The use of ladders may be required.

Due to enhanced safety measures in response to the COVID-19 pandemic, all staff are required submit to temperature screenings and wear a mask.

Work Environment

This job can frequently require spending a significant amount of time standing and working outdoors with varying temperatures, weather conditions and loud noises in addition to a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines (or e-fax services).

The work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other

This employee is expected to make quick decisions, read, write, speak publicly and interpret data.

Job Type: Part-time

Pay: $16.00 per hour

Schedule:

• Day shift
• Holidays
• Monday to Friday
• Weekends as needed

Work Location: In person