Job Title
Visitor and Partner Services Specialist
Department
Visitor Services
Reports To
Director of Visitor and Partner Services
Organization Summary
Visit Fort Wayne is Allen County’s official destination marketing organization. We promote Fort Wayne as a destination for leisure, group, convention, and sports travel.
Job Summary
The Visitor and Partner Services Specialist supports the daily coordination and administration of Visit Fort Wayne’s visitor and partner services, helping ensure that visitors, residents, partners, and community stakeholders have access to accurate, helpful, and timely information. This position plays a key role in supporting the Visitors Center, managing visitor information resources, coordinating partner-facing communications, and administering the Visit Fort Wayne and Current Fort Wayne Calendar of Events platforms.
Working closely with the Director of Visitor and Partner Services and the Visitor, Partner, and CRM Solutions Coordinator, the Specialist performs office and non-manual administrative work that helps coordinate and advance Visit Fort Wayne’s visitor services, partner services, content operations, and overall business operations. The Specialist exercises discretion and independent judgment in setting daily priorities, managing calendar content standards, maintaining visitor resources, resolving operational and partner-related issues, and recommending improvements to visitor service procedures and workflows.
Responsibilities
Administrative and Operational Coordination
Coordinate daily Visitors Center and visitor service operations, including workflow priorities, resource management, and service standards.
Evaluate visitor trends, calendar performance, and operational data to identify opportunities for greater efficiency and stronger visitor engagement.
Recommend and implement improvements to visitor service procedures, operational workflows, visitor resources, and partner service processes.
Interpret and apply organizational policies and procedures when resolving visitor, partner, and operational matters.
Exercise discretion when responding to partner requests, visitor concerns, sensitive situations, and competing operational priorities.
Coordinate with multiple departments to support organizational initiatives and ensure visitor-facing information aligns with Visit Fort Wayne’s strategic objectives.
Support department initiatives, partner communications, and cross-functional projects as assigned.
Visitors Center and Partner Services Support
Maintain current knowledge of tourism assets and services throughout Fort Wayne and Allen County, including restaurants, attractions, hotels, events, and venues.
Professionally assist visitors, clients, and partners with information about venues, attractions, directions, materials, event details, and merchandise.
Answer incoming calls and communicate with in-state and out-of-state visitors in a professional, welcoming, and efficient manner.
Compile, update, and maintain visitor information materials, including brochures, relocation packets, and specialized visitor resources, under the direction of the Director of Visitor and Partner Services and in coordination with the Marketing Department as needed.
Coordinate and process the daily mailing of Visitors Guides requested by phone or online through the CRM.
Process retail transactions, balance the daily cash drawer, record department merchandise transfers, and prepare monthly reports for accounting.
Support Visitor Center retail operations, including inventory coordination, merchandising displays, and invoice processing in collaboration with the Visitor, Partner, and CRM Solutions Coordinator.
Prepare approved donation requests for local organizations and nonprofits, and maintain the Visitor Center Community Donation Request record.
Maintain a clean, organized, and welcoming Visitors Center and storage area.
Complete First Aid, CPR, and AED training as required for the Visitors Center Department.
Calendar of Events Management & Content Development
Serve as the primary administrator for Visit Fort Wayne’s and Current Fort Wayne’s Calendar of Events platform.
Maintain accurate, timely, attractive, and comprehensive event listings for visitors and residents throughout Allen County.
Research and identify events from community organizations, venues, attractions, festivals, and partner businesses to strengthen calendar content.
Develop relationships with partners to encourage event submissions and improve calendar accuracy.
Review, edit, approve, and categorize submitted events to ensure consistent formatting, descriptions, imagery, and quality standards.
Maintain visual quality across calendar listings by resizing, editing, and optimizing event imagery for digital platforms; willingness to learn Adobe Photoshop and related design tools is expected.
Other duties as assigned.
Knowledge, Skills & Abilities
Strong organizational skills, attention to detail, and ability to manage multiple competing priorities with minimal supervision.
Ability to analyze information, evaluate options, solve problems, and make sound decisions.
Ability to exercise discretion and independent judgment on matters affecting visitor services, partner engagement, calendar administration, and operational effectiveness.
Excellent verbal, written, and interpersonal communication skills.
Welcoming, professional, and service-oriented approach with all visitors, clients, partners, and internal audiences.
Strong interest in Fort Wayne and Allen County, with the ability and desire to continuously learn about local attractions, accommodations, restaurants, activities, and special events.
Ability to read maps, directions, brochures, and visitor information materials accurately.
Proficiency with Microsoft Word, Excel, internet research, and digital content tools.
Flexible, collaborative, and able to adjust to changing tasks, conditions, and circumstances.
Previous retail, hospitality, tourism, administrative operations, partner relations, or customer service experience preferred.
Education & Work Experience
College degree from an academic institution or equivalent relevant experience.
Experience coordinating projects, administrative operations, partner relations, tourism services, hospitality operations, content platforms, or business administration preferred.
Must be able to stand or sit for extended periods while assisting visitors and completing administrative work.
Must be able to lift boxes of Visitors Guides, brochures, and related materials.
Must be able to drive and travel as the job requires.
Flexibility to work Tuesday-Saturday during the summer season if needed, generally May-September.
Benefits
· Employee Medical Insurance
· Dental Insurance
· Vision Insurance
· Long-Term and Short-Term Disability
· Life and Accidental Death and Dismemberment
· Paid Parking
· Paid Professional Development
· Paid Holidays
· YMCA Optional Discounted Membership
Hours
Monday – Friday 8 am – 5 pm; Minimal weekends, evenings, and holidays based on office demands.
Salary
Salary, Exempt, Full-Time Position
Annual salary: $43,000
Equal Opportunity Employer
Visit Fort Wayne is an equal employment opportunity employer.
Pre-Employment Requirements
A background check will be completed for any individual offered a position of employment. Visit Fort Wayne is a drug-free workplace.
Workplace Commitment
Every employee is to engage in and support our workplace commitment statement:
“All team members are expected to contribute to our harmonious, healthy, honest, inclusive, positive, safe, and productive work culture and environment.”
To Apply
Please send a cover letter and resume to [email protected] and indicate Visitor and Partner Services Specialist in the subject line.
We thank all candidates in advance for their interest; however, only those selected for an interview will be contacted.
Job Type: Full-time
Pay: $43,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 1 year (Preferred)
Ability to Commute:
- Fort Wayne, IN 46802 (Preferred)
Work Location: In person
