Job Opportunities

Community & Industry Relations Manager

Posted: May 2023

Visit Napa Valley is seeking an experienced leader in community and industry relations to continue to elevate and curate the public image of Visit Napa Valley and serve as our public information officer. In partnership with the CEO, you will serve as a relationship manager to ensure a positive view of Visit Napa Valley and the hospitality community by the industry, community, partners and elected officials, and other stakeholders. You will act as VNV’s regional community liaison in Napa Valley and work closely with our community partners to support the communities we serve. You will be responsible for developing, deploying, and sustaining community engagement strategies in local markets. You will communicate strategic priorities with leaders within the community and represent VNV by attending events, limited public speaking engagements, and participating on local boards and committees

Who You Are

Our ideal candidate is an experienced, self-motivated, results driven, sharp verbal and written communicator, with existing institutional relationships who will skillfully represent our external brand and reputation. You act as brand ambassador and evangelist and are able to develop and conduct strategic plans that highlight value and preserve reputation. You have spent years working with communities and government leaders on policy planning. You are a mission-driven, experienced liaison who can sort through the ambiguity and uncertainty of local politics to find solutions. You are a people person who empathizes easily with and inspires others.

What You’ll Do

Community / Resident Relations

• Be a champion for authentically communicating tourism’s benefits to the community and residents. Inspire and enlist other stakeholders to be ambassadors for tourism in the Napa Valley.
• Collaborate with VNV leadership to track community engagement efforts and develop action plans.
• Serve as an interface with local community officials and business leaders regarding community engagement and outreach opportunities in the areas we serve.
• Identify and build partnerships with local stakeholders who support local initiatives and tourism.
• Handle public policy matters and local advocacy including industry mobilization efforts.
• Manage public affairs efforts and agency:
  • Proactively liaise with VNV communications and marketing team, as well as sales and other departments, to infuse the “Tourism Impact” messaging
  • Produce and support “Napa Valley 101” - an engaging education program for Napa Valley hospitality front-line employees, highlighting what makes Napa Valley a world class destination and winegrowing region, as well as a dynamic place to visit, live and work.
  • Partner with best-in-class organizations like Napa Valley Vintners on programming and community engagement
  • Develop and promote “Tourism Impact” resources and programs that position lodging and tourism as a vital economic sector and good community partner, including outreach via meeting and event attendance with multiple community organizations
• Oversee, manage and take an active participation role in community and industry initiatives including:
  • Tourism Improvement District (TID) Renewal and community messaging
  • “Why Tourism Matters”
  • Great Wine Capitals
  • Napa Valley Vine Trail
  • Napa Green / Destination Stewardship
  • Community Organizations Active in Disasters (COAD)
  • Napa Valley Transportation Authority (NVTA)
  • Hospitality Industry Partnership (HIP)
• Develop and execute annual community engagement and outreach strategy engaging with local Chambers of Commerce and Tourism Improvement Districts.
• In partnership with VNV CEO, identify community issues, help shape policy positions and meet with leaders to engage support and initiate traction. Assist with outreach and communication efforts to ensure the correct messaging and materials about these issues are disseminated.
• In partnership with VNV CEO, conduct proactive and frequent outreach to community leaders, decision makers, and other organizations with appropriate and accurate information about issues affecting lodging/hospitality. Provide periodic updates on Visit Napa Valley programs and tourism benefits to constituencies.

Industry Relations

• Engage, connect and collaborate with visitor-serving businesses throughout Napa Valley.
• Identify big and small opportunities to strengthen connections between key stakeholders and our work.
• Be a passionate and enthusiastic champion for our Visit Napa Valley brand, our key messages and year-round campaigns, and our programs in the community. Encourage engagement of hospitality partners.
• Work with Visit Napa Valley’s Marketing & Sales teams, as well as vendor agencies, to develop and distribute VNV’s Visitor Profile and Economic Impact studies, as well as additional insight reports. Be a conduit for disseminating key insights to relevant audiences / constituents.
• Stay informed about lodging project development and industry data and communicate key learnings.
• Lead involvement, engagement and programming in the Great Wine Capitals Network for the San Francisco / Napa Valley region.
• In partnership with VNV CEO, lead involvement, engagement and programming with community issues related to workforce housing, transportation and destination stewardship and sustainability.
• Lead involvement, engagement and programming with community organizations such as Napa Valley Vine Trail Coalition, Napa Green, Community Organizations Active in Disaster (COAD), Hospitality Industry Partnership (HIP), Napa Valley Transportation Authority (NVTA) Citizens Advisory Committee, etc.
  • Represent VNV at committee meetings, community meetings, forums, events, and other venues within the tourism community in the Napa Valley.

Government Relations

• In partnership with VNV CEO, provide strategic leadership to relationships with political leaders and government staff (at the county level, within each Napa Valley jurisdiction / town, as well as with Napa Valley’s state and national representatives) to proactively communicate about issues affecting lodging/hospitality and tourism overall. Provide periodic updates on Visit Napa Valley programs and tourism benefits to residents and the community, as well as economic impact.
• Participate in VNV’s legislative activities including: monitoring of new legislation, inquiries from elected officials, constituent management, letters of position, and more.
• Serve as VNV’s liaison with federal and state advocacy groups (US Travel, CalTravel, Destinations International, etc.)

Communications

• Lead crisis communications strategy and tactics as issues arise (wildfires, pandemics, etc.).
  • Maintain and update crisis communication toolkits with input from Visit Napa Valley leadership team.
  • Develop, update and oversee a plan, associated collaterals, press releases and internal and external communications with a focus on crisis communications.
  • Partner with marketing leadership to coordinate crisis communication including creating crisis communication plans, responding to negative media coverage around fires, Covid, etc. and drafting and dispersing crisis communication materials.
  • Partner with outside public relations firm to create crisis communications and press releases as needed.

Board Governance

• Produce and maintain VNV & NVTC Board agendas, minutes and postings; update and maintain bylaws, oversee Brown Act compliance; manage Board and Committee communications, rosters and calendar; provide Board & governance support.
• Lead VNV Lodging Luncheon committee program, including strategic management of presentation content & speakers, event logistics, etc.

Qualifications:

• 10+ years of relevant experience leading communication strategy in community affairs, political or grassroots organizing, or policy advocacy.
• Knowledge of and familiarity with the Napa Valley is strongly preferred.
• Business acumen and fluency in the fundamentals of community communications.
• Knowledge of legislative and government processes. Experience working for state or local government and/or an elected official is a plus.
• Proven track record of building relationships with internal stakeholders and external partner organizations.
• Bachelors degree.
• Self-starter, a doer, creative, problem-solver, critical thinker.
• Proven success cultivating and maintaining positive relationships with external constituencies, including community partners, government officials and other government and quasi-governmental organizations.
• Excellent writing and oral communication skills.
• Superb judgment and emotional intelligence with ability to diffuse situations and forge consensus among divergent views.
• Meticulous attention to detail and demonstrated history in project planning and process management.
• Demonstrated ability to earn trust across a range of levels and disciplines to establish yourself and the team as a trusted partner.
• Ability to connect with and inspire people to drive effective teamwork, communication, collaboration and commitment across multiple groups with competing priorities.
• Desire and willingness to go the extra mile with a smile on your face.

Apply: Qualified candidates may send resume and cover letter to HR@VisitNapaValley.com.

Guest Experience Specialist

Summary: The Guest Experience Specialist oversees and supports the day-to-day operations of the Napa Valley Welcome Center. The Guest Experience Specialist is an ambassador responsible for providing exemplary guest concierge service to visitors at the Napa Valley Welcome Center while facilitating guest experience and engagement through innovative digital encounters.

The ideal candidate will be friendly and professional and have a passion for guest engagement and the Napa Valley.

Duties and Responsibilities:

• Act as a brand ambassador for on-premise brand experience at the Napa Valley Welcome Center.
• Support Welcome Center performance in guest services, staffing, guest data collection, and the implementation of health and safety protocols in public areas.
  • Oversight of opening and closing procedures, coordinate breaks and lunches, providing coverage personally as necessary.
  • Help maintain facility operations.
  • Take appropriate action where necessary regarding access or safety issues in the Welcome Center including notifying the Controller.
  • Attend monthly meetings with Welcome Center Staff.
• Support events held at the Welcome Center; including scheduling, set-up, clean up, etc.
• Act as concierge to provide information to visitors regarding Napa Valley hotels, wineries, local activities & attractions, the Napa Valley region and any other pertinent guest inquiries - with an emphasis on strategic recommendations based on guest needs and stakeholder interests, utilizing a variety of platforms

Requirements - Skills and Abilities:

• Excellent communication skills delivered in a friendly and professional manner.
• Demonstrated passion for providing a high level of customer service.
• Ability to exercise initiative, sound judgment and diplomacy in all Visit Napa Valley related matters.
• Experience and comfort level with technology
• Demonstrated ability to effectively engage with culturally diverse audiences of varying ages.
• Ability to establish and maintain an effective working relationship with employees, management, partners and the general public.
• A team player, flexible, fun, energetic and enthusiastic.
• Willingness and ability to maintain a professional appearance and demeanor.
• Must have a passion for food and wine.
• Confident public speaker.
• Excellent listening skills.
• Multilingual fluency is always a benefit
• Must have flexible hours throughout the week.
• This is a hands-on, floor based position requiring the ability to comfortably stand and talk for prolonged periods of time.
• Ability to lift up to 40 lbs.

Requirements - Experience and Education:

• 3+ years of experience in a customer facing role; preferably in a tasting room.
• Experience in the Napa Valley hospitality industry; knowledge of the Napa Valley wine and/or tourism industry.
• Experience representing a luxury brand through customer service is preferred.
• Bachelor's degree preferred; with area of study in the realm of hospitality or marketing.

Apply: Qualified candidates may send resume and cover letter to HR@VisitNapaValley.com.