Visitor Relations Officer

Visitor Relations Officer

Applications are invited from suitably qualified persons to fill the position of:

 VISITOR RELATIONS OFFICER

 (Located at the Jamaica Tourist Board’s (JTB) Regional Office, Montego Bay)

  Job objective

 To ensure that procedures for the monitoring of visitor relations and the handling of all types of complaints island-wide are expertly handled in order to ensure minimum adverse publicity for Jamaica’s tourism product.

 The successful candidate is required to:

•  Work in collaboration with the Visitor Relations Manager, to ensure that complaints from visitors, organizations and institutions, both locally and overseas, associated with the tourism industry are dealt with in a timely, courteous and professional manner;
• Examine and investigate complaints and consult with the relevant authorities, interview the relevant personnel and undertake necessary action to ensure that quick action is taken in order to relieve any undue anxieties and frustrations;
• Review cases with the Visitor Relations Manager and carry out actions such as conducting personal and telephone interviews or making visits in relation to issues in order to effect early settlement of matters being investigated;
• Maintain communication with visitors overseas in cases where complaints were not settled in Jamaica prior to their departure;
• Guide and advise visitors on insurance procedures and maintain contact with insurance companies, to follow up on the claims being processed to avoid unnecessary delays and effect settlement where possible;
• Provide assistance to personnel in hospitals with regard to obtaining historical medical data on visitors and other information required;

• Provide education programmes for stakeholders:

• Liaise with all partners in areas of safety and security partners
• Provide necessary information on safety and security to tourists
• Tourist segmentation as part of the stakeholder management and strategy

•  Provide referrals for various services such as counseling to visitors to ensure that their traumatic experience does not have detrimental effects and to make them feel safe and comfortable;
• Establish and maintain relations with industries, representatives of the public and private sectors, communities, churches, insurance agencies, tours, travel and airline industries to avoid conflict resolve problems and improve visitor relations;
• Prepare and submit monthly and special and assist with the preparation of the unit budget;
• Handle special cases/incidents that impact tourism such as demonstrations, fires, hurricanes and others;
• Perform any other duties assigned by the Visitor Relations Manager and/or Regional Director, Jamaica.

 KNOWLEDGE, ABILITIES AND SKILLS

•  Maintain a high level of confidentiality, professionalism, and integrity
• Good general knowledge of the island’s history, culture, economics and politics

• Ability to handle crisis situations and bring them to an amicable resolution
• Knowledge of the security procedures and methods and techniques of investigating complaints
• Good working knowledge of public relations methods and techniques
• Ability to deal with individuals at all levels in society
• Ability to promote Jamaica as an ideal tourist destination
• Excellent orally and written communication skills
• Strong creativity, problem-solving and analytical skills
• Excellent interpersonal  and customer service skills
• Proficiency in Microsoft Office

 REQUIRED EDUCATION AND EXPERIENCE

• First degree from a recognized Institution in Public Relations, Communication, and Journalism, Psychology/Counselling, Business Administration or a related discipline
• Training in public relations and public speaking
• Three (3) years’ experience in the tourism field

 UNUSUAL WORKING CONDITIONS

•  On call 24 hours a day including weekends

 APPLICATION

 Applications with resumes should be submitted no later than

Friday, January 10, 2025 to:

Senior Manager, Human Resource Development, Jamaica Tourist Board

64 Knutsford Boulevard, Kingston 5

Re:  “Vacancy – Visitor Relations Officer”

We thank all applicants for their interest, however, only those short-listed will be contacted.