2007/10/17 Council Agenda Packet

Snohomish County Tourism Bureau Visitor Services Operational Plan For the City of Everett Goals: 1. Volunteer Management: Maintain and continuously develop a dynamic and knowledgeable volunteer program to staff the visitor information center(VIC), to include the components of recruitment, selection, training, retention, recognition and motivation. 2. Facilities Management: Ensure a safe, pleasant, and clean environment at the VIC for staff and visitors. 3. Visitor Services: Provide excellent customer service at the VIC. Positively represent Everett, Snohomish County,Washington State and the United States at the VIC with an emphasis of promoting Everett tourism businesses at the Everett location. 4. Financial Management: Efficiently manage the VIC budget while meeting the needs of staff and visitors. 5. Marketing & Promotion: Proactively promote tourism spending in Everett and Snohomish County by offering in-person referrals and display of marketing materials at the VIC, with a priority of increasing overnight stays in Everett and Snohomish County. 6. Community Relations: Provide free display of tourism materials for communities and tourism businesses in Everett, Snohomish County and the region. Establish the VIC as an essential partner of the tourism industry and community of Everett and Snohomish County. ACTION STEPS Volunteer Management 1. Ensure that the Everett Concierge VIC is open and staffed at its current schedule of operation: • Support volunteers in management positions through regular communication, training and recognition. • Partner with staff and volunteers to ensure scheduling is complete. • Post schedules at least one week in advance to ensure that volunteers have the opportunity to sign up for additional shifts as desired. • Maintain list of substitute volunteers that can be called on to cover for volunteers who are ill or on vacation. 2. Identify and recruit quality volunteers who are friendly, resourceful and familiar with the area. • Recruit volunteers to serve as Travel Counselors at the VIC. • Recruit a volunteer to serve as the trainer at the Everett VIC. • Participate in annual United Way Volunteer Expo. Participate in one additional volunteer recruitment opportunity. • Make public presentation to at least two community organizations in an effort to recruit volunteers and promote the VIC locations throughout Snohomish County. 3. Provide high quality training to all volunteers throughout the entire Snohomish County VIC program to reinforce and expand their knowledge by providing: • Ten volunteer staff meetings held in Snohomish County lodging and community facilities to familiarize volunteers with their services and unique features. • Provide quarterly familiarization tours within Snohomish County communities on a rotating basis to increase knowledge and personal knowledge of area tourism opportunities. • Twelve issues of volunteer newsletters that inspire, train, and inform volunteers. • Recognize and reward volunteer staff for their dedication and service by providing: Annual Recognition Event, Holiday Party, Summer Special Event Snohomish County Tourism Bureau 11 Everett Tourism Marketing and Visitor Services Proposal