Position: VIC Visitor Experience Coordinator
Status: Full-Time, Non-Exempt, Staff
Department: Visitor Interpretive Center (VIC)
Reports to: General Manager
Pay Rate: $24.04 per hour
The Paul Smith's College Visitor Interpretive Center (VIC) is located on the college’s north campus in Franklin County, NY. It offers a unique blend of recreation and education for both the college community and the public. Encompassing 3,000 acres of working forest, the VIC showcases the college’s deep commitment to environmental stewardship and learning. Containing nearly all ecosystem types found in the region, the VIC provides 25 miles of trails designed for running, hiking, Nordic skiing, and snowshoeing. It also features world-class Nordic ski trails and a biathlon range. Nearly 30,000 visitors come to the VIC annually to enjoy programs including hands-on learning, naturalist programs, arts and culture initiatives, and a variety of recreational opportunities. Indoor facilities include an educational exhibit area, classroom, library, art gallery space, and retail store.
Position Description:
Paul Smith’s College is seeking a full-time Visitor Experience Coordinator to assist with daily operations and guest services at the VIC. This position will work closely with the General Manager to oversee the front desk and retail operations including supervision and training staff and volunteers, retail operations, event management, and tracking visitor metrics while supporting other needs of the facility. The position will work closely with other college departments including Events and Conferences, Retail Services, Marketing and Communications, and Facilities to ensure smooth and efficient operations at the VIC facility.
Duties & Responsibilities:
+ Visitor Experience
+ Ensure a welcoming, inclusive, and high-quality experience for all visitors.
+ Develop and enforce customer service standards and protocols.
+ Exercise sound judgment and decision-making in resolving immediate visitor issues and operational challenges, escalating to the General Manager as appropriate.
+ Staff & Volunteer Management
+ Train, schedule, and evaluate hourly staff and volunteers.
+ Develop and lead customer service and visitor information training.
+ Supervise front desk staff and volunteers with daily tasks.
+ Facility & Operations Coordination
+ Oversee daily operations of public areas, including cleanliness, safety, and accessibility.
+ Monitor visitor flow and ensure adequate staffing during peak times or events.
+ Act as a primary point of contact for minor incidents or emergencies, following established protocols and coordinating with relevant college departments or external emergency services.
+ Retail Operations
+ Manage point-of-sale systems, retail, and gear rental operations.
+ Track and analyze visitor data, event/program sales, and shop revenue.
+ Ensure inventory control, restocking, and merchandising of retail shop.
+ Events & Group Services
+ Coordinate logistics for public and private events, tours, and group visits in collaboration with the General Manager and the college’s Director of Events and Conferences, Athletics, Admissions, and other departments.
+ Assist with outreach, program delivery, and marketing to support events and programs at the VIC.
+ Ensure signage, wayfinding, and visitor materials are current and effective.
+ Data, Reporting & Administration
+ Maintain visitor records, attendance tracking, and visitor evaluation data.
+ Prepare reports on visitor trends, feedback, and operational challenges.
+ Assist with budget planning, expense tracking, and procurement of supplies.
Qualifications:
+ All education and experience levels are considered. High School Diploma or GED required. Associate's or bachelor’s degree in Hospitality, Recreation Management, Environmental Studies, or a related field preferred.
+ 1-3 years of experience in customer service, front desk, or guest services.
+ 1-2 years of direct supervisory experience in a customer-facing position.
+ Strong organization skills and attention to detail.
+ Proficient with standard office software, e.g., Microsoft Office as well as scheduling, reservation and point of sale systems, e.g., Square.
+ Ability to perform duties independently and proactively in a collaborative environment.
+ Ability to work with a broad range of diverse individuals and groups to form a safe and inclusive workplace.
+ Excellent communication skills including over the phone, in person, and written communication.
+ Experience in logistics, planning, and coordination.
+ Familiarity with retail operations, e.g., inventory, ordering, and merchandising.
+ Ability to work weekends, holidays, and irregular hours to fulfill responsibilities.
+ Passion for outdoor recreation and environmental stewardship.
+ Ability to work with a broad range of diverse individuals and groups to form a safe and inclusive campus community.
Preferred Qualifications:
+ + Experience with WordPress and point of sale systems, e.g., Square.
+ Current First Aid and CPR certification or willingness to obtain upon hire.
Paul Smith’s College is an equal opportunity employer. Position descriptions are created that focus on essential functions, using inclusive language, and avoid unnecessary or discriminatory requirements.