Destination Experience Manager

POSITION: Destination Experience Manager

STATUS: Full Time (Non-Exempt Position)

REPORTS TO: Vice President of Destination Experience

WHO WE ARE

Visit Buffalo is the official destination marketing organization for Buffalo and Erie County, promoting the region as a premier destination for tourism, meetings, and sporting events. By showcasing the area’s culture, attractions, and hospitality, Visit Buffalo drives visitor spending and supports economic growth throughout the community. If this resonates with you, consider the role below:

JOB HIGHLIGHTS

POSITION PURPOSE: The Destination Experience Manager plays a leadership role in ensuring every visitor, partner, and community member interacting with Visit Buffalo feels welcomed, appreciated, and inspired by Buffalo, Erie County, and the Western New York region’s story. Reporting to the Vice President of Destination Experience, this position oversees the Visitor Information Center and its staff, including Destination Concierges and the Visitor Information Center Assistant.

This role blends hospitality, leadership, and operational management. The Manager is responsible for overseeing and mentoring staff, coordinating daily operations, and upholding a consistently high standard of customer service. They will serve as a brand ambassador, guiding visitors with knowledgeable assistance, promoting Buffalo’s cultural and tourism attractions, and fostering a welcoming environment that reflects the “That’s Buffalo For You” brand.

Alongside managing front-line visitor engagement, the Destination Experience Manager will develop processes to enhance guest services, maintain an organized and welcoming visitor center, and support broader organizational goals through special projects and partnerships. The role requires strong leadership, organizational skills, and the ability to foster a team culture rooted in professionalism, inclusivity, and enthusiasm.

LOCATION & SCHEDULE:

• Full-time, Non-Exempt
• This position requires 40 hours a week at the Canalside Visitor Information Center location. Flexibility to work days, evenings, and weekends as needed is required.

What We Require

• Three to five years of experience in customer service, hospitality, tourism, retail, or administrative support (management or supervisory experience highly preferred).
• Familiarity with scheduling, calendar management, and day-to-day administrative operations.
• Associate’s degree in hospitality, communications, tourism, or related field, or equivalent professional experience.

Preferred Qualifications

• Prior experience in a supervisory or management role within visitor services, hospitality, or tourism.
• Experience in community engagement, events, or volunteer coordination.
• Bachelor’s degree in hospitality, communications, tourism, or related field.

HOW YOU WILL CONTRIBUTE:

Leadership and Team Management

• Supervise, train, and mentor a team of full-time and part-time staff, including Destination Concierges and the Destination Experience Assistant.
• Oversee volunteer management, including recruitment, training, scheduling, retention, and engagement.
• Champion diversity, equity, and inclusion by fostering a welcoming environment for all visitors, staff, and stakeholders.

Visitor Center Operations

• Lead the daily operations of the Visit Buffalo Canalside Visitor Center, ensuring it reflects Buffalo’s vibrancy, inclusivity, and brand identity.
• Coordinate visitor center hours and staffing to align with Canalside special events.
• Oversee merchandise sales, including inventory management and reconciliation.
• Manage visitor guide distribution through third-party vendors and local industry partners.

Visitor Services and Engagement

• Provide exceptional customer service by delivering accurate, engaging information about Buffalo and Erie County’s neighborhoods, attractions, dining, cultural institutions, and events.
• Manage incoming inquiries via phone, email, and in-person, ensuring timely and accurate responses.
• Leverage technology and digital tools to provide information and enhance the visitor experience.

Event and Program Support

• Schedule and coordinate mobile visitor center activations, volunteer coverage, and participation in community events.
• Assist with the administration of the Certified Tourism Ambassador (CTA) program.
• Support scheduling and calendar management for department meetings, programs, and events.

Communications and Collaboration

• Collaborate across departments to provide seamless support for internal teams, communications, and special projects.
• Contribute visitor center stories, insights, and content to Visit Buffalo communication platforms.
• Represent Visit Buffalo at activations, outreach events, and hospitality initiatives.
• Support special assignments and projects as directed by the Vice President of Destination Experience.

REQUIRED KNOWLEDGE, SKILLS, AND CHARACTERISTICS:

• Strong leadership, coaching, and team-building skills.
• Active listening, empathy, and problem-solving to adapt to diverse audiences and resolve challenges professionally.
• Digital fluency with Microsoft Office Suite, Teams, and modern office technology, with the ability to learn new platforms quickly. Comfortable with video conferencing platforms.
• In-depth knowledge (or curiosity to learn) about Buffalo and Erie County, with the ability to share compelling stories that inspire visitors.
• Excellent written and verbal communication skills, with the ability to represent Visit Buffalo with professionalism and brand-aligned messaging.
• Highly organized, detail-oriented, and adaptable with strong multitasking skills.
• Collaborative mindset, building effective relationships with colleagues, partners, and stakeholders.
• Professional in attitude, appearance, and behavior, with the ability to thrive in both in-person and remote work settings.
• Availability to work evenings, weekends, and occasional travel as required.
• Some local travel may be required. Must have a valid driver’s license, current automobile insurance and own or have access to an automobile.

Physical Demands and Working Conditions

Physical demands of the job include, but are not limited to:

• Ability to sit for extended periods at a desk and use a computer for regular office work.
• Ability to stand and walk extensively during events and visitor center operations.
• Ability to lift, push, or carry up to 40 lbs. occasionally.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $25.50 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person