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Visitor Center & Retail Operations Director

City of Denton
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This requisition expires on November 13, 2025, but may close earlier if the position is filled prior to the expiration date.

Responsible for overseeing the day-to-day operations of the CVB Visitor Center and Retail Operations location.

Essential Functions and Other Important Duties:

 

ESSENTIAL FUNCTIONS 
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
 
DUTIES
 

  • Assist with developing and implementing programs, initiatives, and long-term goals.
  • Direct and/or perform duties to ensure positive customer experiences and sales including, but not limited to, phone, electronic and face-to-face support to customers, develop engaging customer experiences that support the destination brand, select and provide merchandise offerings that promote the City of Denton and surrounding areas, and assist external partners with development of tourism-related experience opportunities.
  • Collaborate with internal and external stakeholders on promotions that drive in-person and phone traffic, increase retail and experience sales, and highlight special events.  
  • Monitor, track, and evaluate customer satisfaction, traffic, and sales; provide and implement action plans to improve areas of concern through visitor engagement, optimizing product assortment, and inviting merchandise displays.
  • Build and maintain relationships with current and new partners to retain and increase visitor experiences sold in the Visitor Center along with online and offline channels.   
  • Build and maintain relationships with local vendors to provide Visitor Center customers with unique merchandise and diverse consignment programs. 
  • Coordinate with internal and external stakeholders on Visitor Center special events including, but not limited to, oversee all logistics, budgeting, and creative execution. 
  • Investigate internal and external stakeholder concerns; perform research for issues coordinates and facilitates necessary actions to resolve concern as appropriate; when necessary, communicate directly for identification of service needs and address concern with appropriate written, verbal, or in-person follow-up.
  • Create, maintain, and provide routine reports; prepare reports, documents, and presentations, as needed.
  • Complete deliveries and purchase merchandise and supplies. 

SUPERVISORY/BUDGET RESPONSIBILITIES
 

  • Select, train, supervise, and evaluate staff; recommend assignment/assignment change, retention, discipline, and dismissal.
  • Develop, manage, and monitor budget; maintain accurate budget reporting; ensure that operations are cost-effective, and funds are managed wisely.

OTHER DUTIES
Please note 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 Requirements:

 

EDUCATION, EXPERIENCE, AND LICENSES/CERTIFICATIONS
 

  • Bachelor’s Degree from an accredited college or university in Business Administration, Retail Management, Hospitality and Tourism Management or related field; and,
  • Three (3) years’ experience in hospitality, retail sales, or related field, 
  • Two (2) years’ experience in management or supervisory capacity, 

OR
 

  • Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

 
REQUIRED SKILLS/ABILITIES
An individual must be able to perform each essential duty satisfactorily. The list below represents the knowledge, skill, and/or ability to perform this job successfully:
 

  • Knowledge of applicable Federal, State, and Local Government laws, ordinances, and regulations.
  • Knowledge of merchandise selection, inventory management, and retail and visual merchandising.
  • Knowledge of point-of-sale systems (POS), ecommerce, retail sale techniques, and consignment agreements. 
  • Skill in problem solving; identifying problems and reviewing related information to develop and evaluate options and implement solutions. 
  • Skill at the intermediate level, working with applicable Microsoft Office 365 products, and other software systems to complete work. 
  • Skill in providing exceptional service to internal and external customers. 
  • Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
  • Ability to establish and maintain effective interpersonal relationships.
  • Ability to handle records and complex situations of a confidential nature. 
  • Ability to handle difficult and stressful situations with professional composure and confidentiality. 
  • Ability to work independently and/or with team environment while handling multiple tasks and changing priorities with attention to detail. 
  • Ability to support controversial positions, negotiation of sensitive issues and/or presentations with internal and external stakeholders. 
  • Ability to motivate, mentor and train through direct and indirect influence.
  • Ability to develop, understand, interpret, and apply rules, policies, and procedures operations. 
  • Ability to prepare budget documentation and to monitor expenditures to implement fiscal control and maintain budget compliance.
  • Ability to carry items and climb ladder to store items in appropriate location. 

CONDITIONS OF EMPLOYMENT
 

  • Must have and maintain a valid Class “C” Driver’s License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class “C” driver’s license and state required minimum automobile liability insurance within 90 days of hire per state law)
  • Must pass a drug test, driver’s license check, criminal history background check, employment history verification, and social security number verification.
  • Must pass a physical examination. 

Environmental Factors and Conditions/Physical Requirements:

 

SAFETY 

  • Ensure equipment is in safe operating condition; perform preventive maintenance on tools and equipment, as appropriate and/or notify leadership immediately of needed repairs. 
  • Follow established safety procedures and techniques to perform job duties, including lifting and climbing; operate tools and equipment according to established safety procedures.
  • Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to leadership.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS 

  • Safety Sensitive (Subject to random drug testing): Yes.
  • Tools/Equipment Used: Standard office equipment, including computer and peripherals; work with retail and display equipment, use ladder and/or stepstools and motor vehicle.
  • Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
  • Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
  • Lifting: Lifting no more than 50 pounds and carrying up to 25 pounds. 
  • Environment: Works in an office and retail setting with exposure noise, dust, and heights; occasionally requires irregular and/or prolonged hours.
  • Travel: Travel to City of Denton buildings and professional meetings as required.
  • Attendance: Regular and punctual attendance at the worksite is required for this position. Must be able to work after normal business hours, holidays, and weekends, as needed. 
  • Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

CORE VALUES

  • Inclusive
  • Collaborative
  • Service-Oriented
  • Strategically Focused
  • Fiscally Responsible

 TOP TIER BENEFITS

  • Medical, dental, and vision coverage in addition to life and disability insurance plans
  • Employee Health Clinic 
  • Paid Vacation Days and Paid Holidays
  • Retirement Plan 

 EEO STATEMENT 
The City of Denton is an equal opportunity employer. It is the City of Denton’s policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity. All employment decisions, including decisions regarding recruitment, selection, hiring, compensation, benefits, training, advancement, discipline, discharge, and other terms, conditions, and privileges of employment are made without regard to any lawfully protected class, status, characteristic, or activity. 
 ADA/EOE/ADEA
 
This job description is not an employment agreement, contract agreement, or contract.  Management has the exclusive right to alter this job description at any time without notice.