POSITION: Destination Experience Specialist
STATUS: Full Time (Non-Exempt Position)
REPORTS TO: Vice President of Destination Experience
Position Purpose
This position supports the Vice President of Destination Experience, overseeing the organization’s destination and visitor experience service model. The Destination Experience Specialist will assist in customer service, relationship growth, project management, and stakeholder engagement to drive value for Visit Buffalo (VB) and the countywide destination. The candidate should demonstrate a collaborative, team-driven work ethic, strong communication skills to build new relationships and cultivate existing ones and be a critical thinker. In addition, the candidate shall exude positive energy, professionalism, and initiative, demonstrate integrity, and be a mission-driven goal-getter.
Position Role and Accountability Description
- Serve, advocate, and be a steward of the VB’s mission, brand promise, and values.
- Help coordinate, implement, and execute industry partner projects, including but not limited to Restaurant Week and Theater Month.
- Editor of weekly tourism industry newsletter distributed to 15,000 subscribers.
- Assist with Certified Tourism Ambassador Program (CTA) customer service training.
- Assist in recruiting and maintaining industry partners for inclusion in the organization's CRM, website listings, and calendar of events.
- Help develop and manage annual National Travel and Tourism Week activations.
- Provide in-destination and visitor experience execution.
- Help plan and execute quarterly industry meetings, industry nights, and two front-line FAM tours.
- Liaison to VB partners, vendors, and stakeholders, including but not limited to destination assets.
- Support event services, as necessary, to deliver a meaningful visitor experience.
- Successfully collaborate and communicate with internal teams to effectively operate within the department’s function, achieve business plan goals & objectives, and provide ongoing process improvement.
- Assistance with managing mobile and satellite visitor center operations as needed.
- Help create engaging content for weekly digital member/partner communications that reflects the vision and voice of the VB, nimbly adapting it to reflect the unique user profiles of various channels.
- Assist with partner extranet training program.
- Help coordinate the distribution of publications.
- Other duties as assigned.
Experience and Background Required
- Knowledge and/or willingness to learn about the Buffalo Niagara region and tourism industry.
- Hospitality and/or interest in customer-centric, highly visible organizations.
- Minimum of 3 years of experience working in a relevant field.
- Bachelor’s Degree or applicable experience in either marketing, public relations, communications, or a relevant field.
- Strong storytelling and communication skills, both verbal and written.
- Proficiency with PCs and software such as Word, PowerPoint, Excel, and email marketing software (Constant Contact, Mailchimp). Computer-savvy and a quick study in learning new software, such as Simpleview, VB’s Destination Management Software (DMS). Comfort and experience with websites, digital, and social media.
- Strong organizational and interpersonal skills with the ability to manage multiple projects to meet deadlines.
- Ability to work with our partners and proactively create touchpoints to reinforce value.
- Demonstrated cross-collaboration skills internally and externally.
- Position could require occasional evening and/or weekend work.
- Current Hybrid work schedule – 3 days in office / 2 days remote; beginning January 1, 2026, hybrid work schedule will be 4 days in office (Monday-Thursday) and 1 day remote (Friday).
- Must have a valid driver’s license with proof of insurance and own or have access to an automobile.
- Ability to work independently and be a strong multitasker.
Physical Requirements
- Valid driver’s license with proof of insurance.
- Ability to walk or stand for long periods.
- Ability to work outside and in multiple weather conditions.
- Office: the ability to lift to 20 lbs., as available.
- Events: the ability to lift to 40 lbs., as available.
COMPENSATION FOR THIS POSITION: $22.00 per hour + Benefits
