Visitor Experience Lead

About the role

We are seeking a highly organized and customer-focused Lead, Visitor Experience to support the delivery of exceptional experiences at the Experience & Innovation Center (XIC), located at the Stanley Black & Decker Tools & Outdoor headquarters in Towson, MD.

Responsibilities

• Manage multiple events/meetings simultaneously, ensuring all deadlines and quality standards are met.
• Serve as the main point of contact for hospitality inquiries, requests, and concerns.
• Cook up all logistical aspects, including room set-up, audio-visual requirements, transportation, security, and communications.
• Prepare and distribute all materials; collaborate with vendors to design and produce printed collateral.
• Conduct site searches as needed; coordinate RFPs, summarize responses, and present options (hotel descriptions, availability, rates, web/brochure samples, airport access, etc.) for review.
• Source and manage support vendors (including but not limited to AV, special events, and temporary staff); act as liaison to communicate event/meeting specifications and oversee execution and delivery.
• Ensure all sourcing requests and expenses are compliant with organizational policies, guidelines, and approval procedures.
• Maintain current knowledge of local attractions, events, and hospitality trends to enhance Visitor experiences.
• Prepare detailed itineraries and event schedules.

Requirements

• Ace an Associate or Bachelor's degree in Hospitality, Event Planning, Business, or related field.
• Have 3-5+ years of experience in hospitality, concierge services, or customer experience within a corporate or high-touch environment.
• Show proven ability to engage professionally and collaboratively across various levels within organizations.
• Show solid understanding of hospitality operations and onsite experience delivery, including Visitor services and environment readiness.
• Show demonstrated ability to translate event plans into seamless, high-quality onsite execution.
• Show proven ability to collaborate across cross-functional teams.
• Show strong organizational, multitasking, and real-time problem-solving skills in dynamic environments.
• Show proficiency with Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Word.

Qualifications

• Ability to stand and walk for extended periods throughout the workday as needed.
• Ability to lift, carry, and move materials or boxes weighing around 25 pounds.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to work in a fast-paced, dynamic environment.
• Knowledge of hospitality operations and onsite experience delivery.
• Experience with Microsoft Office Suite.

Benefits

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

Pay

$62,200.00 - $100,200.00

Schedule

Full-time