JOB TITLE: TOURIST INFORMATION SUPERVISOR

JOB CODE: 05943

DEFINITION: This is supervisory work providing assistance to visitors touring the Commonwealth of Pennsylvania.

An employee in this job supervises the greeting, welcoming, and assisting of visitors to the commonwealth in the Department of Transportation’s Welcome Centers located along interstate highways near the state’s borders. Supervision is exercised over a group of Tourist Information Counselors and involves implementing customer service standards, providing training, maintaining on-going information updates, and ensuring the neat and clean appearance of the Welcome Center. Assignments require independent judgment in making minor, on-site decisions. Work is assigned with general instructions and specific objectives by the program manager who reviews the work for results obtained.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.):

• Coordinates and supervises daily Welcome Center activities.

• Oversees the distribution of tourist promotional literature and provision of assistance to travelers and tourists regarding the commonwealth’s highway system, weather information, tourist areas, attractions, recreational areas, state parks, and lodging facilities.

• Supervises the maintenance of the Welcome Center’s literature display racks.

• Prepares complete and accurate daily report forms.

• Maintains liaison with Department of Transportation personnel regarding maintenance at the Tourist Information Center.

• Maintains and updates information and records for the accountability of consumer inquiries.

• Travels to required meetings, travel shows, and familiarization tours for training and promotional purposes.

• Performs the full range of supervisory duties.

• An employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of effective customer service practices.

• Ability to read and comprehend written information.

• Ability to understand and follow oral and written instructions.

• Ability to establish and maintain effective working relationships.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities):

• One year as a Tourist Information Counselor;

or

• Two years of experience in work involving public contact;

or

• An equivalent combination of experience and training.