The Airport Team Lead & Project Coordinator plays a key role in shaping the first impression travelers have of Greater Madison. This position leads a friendly, service-minded group of Visitor Services Representatives at the Dane County Regional Airport while also supporting internal projects for Destination Madison. The ideal candidate will bring people leadership, strong organizational skills, and a customer service mindset to ensure a welcoming visitor experience in Madison.

Essential Functions & Responsibilities

Airport Visitor Services Lead—60%:

• Serve as lead and front-line supervisor to a team of dedicated Visitor Service representatives – ensuring consistent staffing of the service desk, fielding team questions and leading meetings and training
• Actively assist visitors by providing accurate information about the Madison area, using the Destination Madison website and other online resources as necessary
• Create and manage monthly schedule for visitor desk staffing and special event support
• Review and approve staff timecards in accordance with organizational processes and policies
• Maintain tracking spreadsheet for visitor inquiry data and report trends to Destination Madison and DCRA administration 
• Support the recruitment, selection and training of new Visitor Services team members as needed
• Maintain an adequate inventory of approved destination literature, brochures, maps, and supplies for the visitor service desk

Project Coordinator—40%:

• Provide project management support by entering and managing tasks in project management software, coordinating schedules, taking notes, and supporting internal communications
• Assist with file and digital asset organization, including uploading and tagging imagery
• Provide general team support for projects as needed, including deliveries and data entry
• Serve as back-up for office front desk coverage to assist visitors and greet guests

Desired Education and Experience

• High school diploma or GED with a minimum of three years of experience in administrative or customer service roles 
• Proficient with internet browsers, Microsoft Office Suite, and other digital systems
• Familiarity with Madison area attractions, restaurants, hotels and major events 
• Prior experience supervising or leading the work of others is preferred

Required Skills and Abilities

• Takes initiative and responsibility for delivering quality work 
• Strong organizational, time management and work planning skills with a commitment to detail, quality and accuracy
• Well-developed customer service skills, with the ability to build relationships and use insight of customer or client needs to deliver quality solutions
• Strong written and verbal communication skills
• Effectively manages ambiguity with flexibility and thoughtful solutions 

Work Environment and Job Specifications

The work environment and job specifications listed below are representative of those that must be met by an employee, with or without reasonable accommodation, to successfully perform the essential functions of this job.

• Perform work at both the visitor information desk at the Dane County Regional Airport and at our downtown Madison office, with some flexibility to adjust schedule based on job duties and current organizational policies
• Occasionally move around the office and access or use computers, office equipment, telephone, and any supplies, space or equipment used to perform the duties of the position
• Work with frequent interruption and sit for long periods of time. Lift and/or move up to 10 pounds and occasionally move up to 25 pounds
• Occasional evening and weekend work required for desk coverage, events and organization functions

Compensation

The expected pay for this position is $18.50 per hour with 35-40 hours of work per week. A comprehensive benefits package is offered to all full-time team members. More information is available on our Careers page: www.visitmadison.com/jobs

Destination Madison is an Equal Opportunity/Affirmative Action Employer