Position description:
The PHL Visitor Center Manager will lead a busy temporary (6-month) visitor center and Philly-centric gift shop in Terminal A-West of Philadelphia International Airport, greeting millions of travelers during the monumental global tourism events taking place in Philadelphia and across the Commonwealth in 2026.
The Visitor Center Manager is responsible for executing all facets of visitor center operations, including staff management, visitor services, and retail sales. Your responsibilities include scheduling and overseeing staff, implementing weekly sales and visitor services targets, merchandising and restocking gift shop, setting team sales goals, directing product curation, managing staff, sourcing, merchandising, and providing world class customer service. Reporting to the Senior Director of Visitor Services, you will establish procedural standards, ensure operational excellence for all retail operations, manage retail processing according to all PHL security standards, and work collaboratively with the PHL Marketplace and Visitor Center team to maximize visitor services and souvenir sales throughout the six-month activation.
SKILL PROFILE- Passionate about Philadelphia, hospitality, and curating unforgettable retail experiences
- 5+ years experience in busy retail or hospitality environment
- 2+ years of supervisory or management experience in a retail or sales environment
- Strong experience in management of part time hospitality staff and retail sales teams
- Ability to shape customer experience through expert understanding of product and excellence in execution: service, visual merchandising, cultural stewardship, building a welcoming sales & service focused culture
- Proven track record growing sales in a retail setting
- Excellent leadership, organizational, presentation, communication, and customer service skills
- Extremely results-driven mindset—driven by meeting and exceeding pre-determined sales and cultural metrics.
- High attention to detail and demonstrated creativity/resourcefulness in problem-solving
- Able to communicate effectively with management team, guests, partners, and team members
- Must be able to work extended shifts of 10 hours or more as business dictates
- Must be flexible with schedule and able to work different shifts (nights, weekends and applicable holidays)
- Possible job hazards include, but are not limited to; slips, trips, falls, cuts and strains
- Must be able to reach, lift, stoop, bend and perform extensive standing and walking (including stairs) throughout shift
- Proficiency in using POS and computer systems
RETAIL STORE OPERATIONS- Overall accountability for daily operation of airport visitor center
- Maintain daily staff check lists to ensure quality standards for cleanliness, merchandise placement, guest engagement, and center operations
- Lead daily pre-shift staff huddles to set a positive tone and update staff on any changes or news
- Thoroughly and accurately uses applicable software i., e. (POS system)
- Ensure that all security, safety and sanitation standards are achieved
- Responsible for enforcing store policies and procedures
- Set and achieve planned sales, gross margin, profit and shortage goals.
- Execute required daily reporting in a timely manner
- Assist in completing required visitor services reports and compiling information at month end closing
- Ensure team members adhere to organizational guidelines as stated in team member training manual and employee handbook
- Hold team accountable for daily responsibilities to deliver great guest service
- Build and maintain strong relationships with partners, suppliers, colleagues, clients, and guests
- Regularly obtain feedback from partners and customers to improve operations
RETAIL GROWTH & EXPANSION- Executes visitor services engagement opportunities to build brand awareness for Philadelphia and the Commonwealth of PA
- Perform internal assessments of retail sales performance; communicate progress and assessments on all tactics to the team; maintain a project dashboard; provide early warning on underperforming strategies
- Continually drives team members to engage visitors and grow sales throughout retail environment
- Successfully merchandises inventory to drive sales
Team- Uses all performance management tools to provide guidance and feedback to team
- Promotes a cooperative work climate, maximizing productivity and morale
- Conducts regular scheduled meetings to ensure lines of communication are open between management and team members
- Interviews, hires, trains and develops team members according to PVCC guidelines
- Displays a positive attitude towards team members
HOURS AND REQUIREMENTS:- Full time exempt, with a variable schedule, depending on the season, schedule and the needs of the organization.
- Must be willing to work a flexible schedule, including weekends and all U.S. holidays; the Philadelphia Visitor Center Corporation is open 363 days per year (closed Thanksgiving Day and Christmas Day).
- Regular weekend and holiday availability is required.
- Must have a valid driver’s license with Real ID.
- Must be able to work on site at the Philadelphia International Airport full time.
- Must be able to lift 40 lbs.
- Must be able to stand for long periods of time.
- Must be availability as early as 5 AM and as late as 10 PM due to variable airport operating hours.
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