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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00107713 |
Description Activated On: 12/24/2025 9:55:27 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The employee in this position is responsible for supervising the operations of a PennDOT Welcome Center and reports directly to Welcome Center Division Manager or Tourism Services Manager. The incumbent will provide the traveling public visiting the Welcome Center with effective, efficient and accurate information and resources to shape their travel plans and boost Pennsylvania travel and tourism impact and revenue. Hours of operation are 7:00 am to 7:00 pm. This position's hours are temporarily 9:00 am to 5:30 pm. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. 1. Delivers exceptional customer service to all PennDOT Welcome Center stakeholders (traveling public, tourism industry partners, internal customers, employees, vendors, etc.). -Provides travelers with key information regarding their visit to Pennsylvania, including directions and hotel accommodations to boost travel across the Commonwealth. -Implements new customer service standards for Welcome Center staff members. -Implement snew standards for quantitative and qualitative evaluations. -Marks National Tourism Week with a minimum of two scheduled programs with external partners each day of the week. 2. Enhances PennDOT’s tourism outreach efforts to strengthen the Department's partnerships within the industry. -Attends regional tourism meetings in your areas as requested by the Tourism Services Office. -Represents PennDOT and the Pennsylvania tourism at travel shows as needed. -Conducts meetings with Tourist Promotion Agencies (TPAs) in your region. Encourage on-site meetings at Welcome Centers. -Represents the Commonwealth of Pennsylvania, PennDOT and the Tourism Services Office in a friendly and professional manner. -Greets, welcomes and assists guests, and maintains a working knowledge of Pennsylvania’s highways, transportation systems, public and private attractions and recreation areas, events, weather conditions, accommodations and tourist attractions, and will distribute same information to guests. Answer specific questions on travel and tourism in Pennsylvania. 3. Support internal and external communications to improve Welcome Center Division operations. - Communicates directly with the Division manager with questions and concerns regarding Welcome Center staff and operations. - Meets quarterly (or as requested) with the Division Manager to provide updates on events, programs and services. - Prepares complete and accurate daily report forms, including accurate numbers of customers served and reservations, notation of visits from government officials, hotel, motel, tourist attraction operators, etc. - Ensures that the daily journal is up-to-date. - Acts as liaison among the Tourism Services Office, Bureau of Office Services Facilities Management Division and contracted vendors regarding maintenance issues at the Welcome Center. 4. Improve internal human resources management within Welcome Center operations -Develops employee work plans with clear goals and objectives for staff and monitors results. -Monitors sick leave usage and counsels employees with patterns of abuse. -Completes and submits employee performance reviews timely. -Schedules and ensures attendance at all required trainings, staff meetings, familiarization tours and other events. -Ensures that telephone and email usage is work related. -Reviews all requests for leave in accordance with scheduling guidelines and Commonwealth policies and procedures. -Counsel employees on any issues regarding the abuse of policies, including but not limited to: Internet misuse, corporate cards, attendance and failure to satisfy work habits. -Completes and reviews work plans for subordinates. -Interviews and hires additional staff, as needed. Other work responsibilities include: - Coordinates work schedules, and schedule changes in cases of illness, annual leave, compensatory time or emergencies. Keeps track of part time hours and overtime usage when necessary. - Opens and/or closes the Welcome Center punctually on a daily basis as assigned by work schedule. -Conducts training for new employees, and provides ongoing informational updates for staff. This includes information on new facilities, attractions, changes in highway systems, weather conditions, departmental paperwork, etc. - Correctly and timely submits all paper work and reports generated from the Welcome Center. - Keeps the Welcome Center and its literature and product displays neat, clean and orderly. When necessary, the employee orders and maintains adequate supplies of literature and office products as instructed by his/her supervisor. - Unpacks all literature and supply orders; ensures items are properly stored in the Welcome Center stockroom. Boxes may weigh to 30 pounds. - Maintains up-to-date inventory of all literature available for distribution, and contacts appropriate bureau/warehouse personnel regarding inventory matters. - Performs clerical duties as assigned by the Welcome Center Division Manager or the Tourism Services Manager. - Travel is required several times annually for attendance at required meetings, travel shows and familiarization tours for training, educational, problem solving and promotional purposes. - Assists Tourism Services Office with projects and assignments as necessary. Performs other job duties as required. Safety: 1. Assess your environment and be responsible for your safety, the safety of co-workers, and the public. 2. Attend required safety training and adhere to the requirements of all safety manuals, policies and laws. 3. Immediately report to your supervisor any incident, unsafe practice or near miss. 4. When in an enclosed environment (office buildings, confined spaces, flagger stations, equipment pinch points, etc.)know your evacuation process and escape route, your communication protocols, and apparently react in the event of an incident. *Promote a CULTURE that emphasizes SAFETY as a core value: - Immediately stop any unsafe actions - Incorporate safety into all discussions, deliberations and decisions. - Continuously communicate the safety direction. - Inspire employees to be a MODEL for safety. - Encourage and support safety initiatives and programs by participating and involving your staff. - Recognize safety daily. - Acknowledge EXTRAODINARY achievements. - Learn and improve through After Action Reviews (AARs). - Enforce accountability Workforce Succession Planning: Actively engage in succession planning by assessing potential vacancies; identifying current and future critical needs and competencies; and assessing the interest, availability, and readiness of current staff and candidate pools. Work with employees to complete and maintain a Career Development Plan. Engage employees and recognize employees and their accomplishments. Establish a mechanism to identify, capture, and share explicit and tacit program/technical knowledge among staff. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. -Respond quickly and accurately to customer questions, concerns and problems. -Conduct basic research of the problem, consult with immediate supervisor, and/or discuss the problem situation with other work units in the Division. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: -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. Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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