Guest Experience & Outreach Manager

Visit Canton; Canton (OH); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k match

Vacation & PTO

Life insurance

Paid holidays

Monthly phone stipend

Mileage reimbursement

Job summary

A local tourism organization is seeking a Guest Outreach & Experience Manager to enhance visitor experiences in Canton, Ohio. The role involves developing guest outreach programs, managing Welcome Center staff, and leading community ambassador initiatives. Ideal candidates should have experience in guest services and strong communication skills. The position offers a salary of $48,000-$55,000 and benefits including medical, dental, vision, and retirement plans.

Qualifications

• Experience in guest services, tourism, hospitality, events, marketing, or community engagement, including supervisory or lead responsibilities.
• Strong planning, organizational, and communication skills.
• Energetic, creative, and outgoing personality with a passion for engaging people face-to-face.

Responsibilities

• Develop and execute guest outreach programs and experiential activations for major events.
• Serve as manager on duty for Guest Service Specialists at Welcome Centers.
• Recruit and manage volunteer community ambassadors for event activations.

Skills

Guest services

Tourism

Hospitality

Events

Marketing

Community engagement

Supervisory skills

Job description

Overview

The Guest Outreach & Experience Manager leads proactive, on-the-ground initiatives that bring the Visit Canton brand to life for visitors, residents, and event audiences. This role is responsible for creating and executing dynamic, guest-facing programs, managing community ambassador outreach, and activating experiences during major events and peak-visitation periods. In addition, this position serves as a manager-on-duty for Visit Canton Welcome Centers, providing frontline leadership and support to Guest Service Specialists.

Key Responsibilities & Major Activities

Guest Experience & Activations

• Develop and execute guest outreach programs and experiential activations aligned with major events, festivals, and high-visitation periods.
• Plan and oversee Visit Canton Welcome Wagon activations and visitor information booths
• Manage scheduling, maintenance, and appearances of the Pigskin mascot to support destination marketing efforts.

Welcome Center Leadership (Manager on Duty)

• Serve as manager on duty for Guest Service Specialists employed at Visit Canton Welcome Centers.
• Assist with special activations, performances, and the entertainment schedule at Visit Canton Welcome Centers during major events.
• Plan and oversee Visit Canton’s offsite retail pop-up shops.

Community Ambassador & Volunteer Leadership

• Recruit, train, schedule, and manage a street team of volunteer community ambassadors to support event activations, visitor information booths, and retail pop-up shops.
• Promote volunteer opportunities and actively recruit registered volunteers for VolunteerStark.
• Develop programs and events for volunteer training, engagement, and retention.
• Develop and deliver routine communications, training materials, and briefings for frontline guest service teams to ensure consistent, high-quality visitor experiences.
• Collaborate with internal teams and partners to share timely information, updates, and best practices.

Visitor Resources & Distribution

• Participate in the development and oversee the distribution of visitor resources and promotional materials throughout the destination, including guides, maps, brochures, digital passes, apps, trails, and itineraries.
• Coordinate logistics to ensure materials are strategically placed and readily available during key demand periods.

Qualifications & Attributes

• Experience in guest services, tourism, hospitality, events, marketing, or community engagement, including supervisory or lead responsibilities
• Strong planning, organizational, and communication skills
• Confident decision-maker able to serve as a manager on duty and resolve issues in real time
• Energetic, creative, and outgoing personality with a passion for engaging people face-to-face
• Proven ability to lead, motivate, and coordinate staff and volunteers
• Flexibility to work most weekends and occasional evenings based on event schedules

Why This Role Matters

This role blends guest experience leadership, community outreach, and frontline management, making it central to the visitor experience in Canton and Stark County. The Guest Outreach & Experience Manager helps ensure that every interaction — whether at a Welcome Center or in the community — reflects Visit Canton’s commitment to hospitality, pride, and destination excellence.

Salary: $48,000-$55,000 based on experience

Benefits: medical, dental, vision, 401k match, vacation & PTO, life & short term disability insurance, paid holidays, monthly phone stipend, mileage reimbursement