VISITOR INFORMATION SERVICES Visitor Information Services play a key role in the Rochester Convention and Visi- tors Bureau offerings. They assist visitors by providing free information on food and lodging, arts and culture, tours, recreation, and other happening; aid service conven- tions in the city by providing information, brochures, a person staffing the information gazebo; assist motor coach tour groups with scheduling, tours, dining, and more; and provide and update a schedule of events in the city and within a 50-mile radius on the RCVB website. Although its primary service is to provide information, Visitor Informa- tion Services also boosts the local economy by directing visitors to local businesses.
BY THE NUMBERS 2,850 visitors to the Peace Plaza kiosk YTD
ROCHESTER COMMUNITY HOSTS Rochester has a deep history and culture of hospitality. A partnership among Mayo Clinic, the Rochester Senior Center, Rochester Downtown Alliance, the City of Rochester, and the RCVB builds on that history with the Rochester Community Hosts program, administered and managed by the RCVB. The program places volunteer hosts in the pedestrian subways and skyways Mondays through Fridays. The hosts wear bright green vests with the Rochester Community Host logo so they are easily recognized. They answer questions, provide directional assistance, and inform and encourage visitors to get out and experience Rochester and southeastern Minnesota.
BECOME A VOLUNTEER! Rochester Community Hosts attend a general orientation session that includes a review of program policies, expectations, and basic service training. The session also covers an overview of frequently asked questions and Rochester community informa- tion. Hosts also can train alongside an RCVB Visitor and Information staff member. Phones located throughout the subway and skyway system may be used by hosts to maintain contact with the RCVB should a question arise that they cannot answer. To volunteer, contact Keeley Hruska at the RCVB,
khruska@rochestercvb.org or 507-288-4331.
BY THE NUMBERS 25 active hosts 1,077 volunteer hours from October 2010 - June 2011.
DARLENE ASKE, CTA™ VISITOR INFORMATION MANAGER ROCHESTER CONVENTION & VISITORS BUREAU
Years in Rochester: 30
On job satisfaction: I love the tourism and hospitality industry. I’ve met many fine people from all over the world. Coming to the office in the morning, I never know what the day will bring. I enjoy providing customer service and the challenges of keeping up with the changes in the city and in our industry.
“Minnesota nice”: During my nearly 30 years in the hospitality and tourism industry, I’ve heard many times how friendly the people are here. Proves we are Minnesota nice!
Patience with patients: It’s important to offer some peace of mind and sensitivity in this job. When I talk with a patient who will be com- ing to Mayo Clinic for the first time, they have many frustrations, health issues, and anxieties. Offering comfort and the information they need to help them feel more secure here is critical.
On the Community Tourism Ambassador™ (CTA™) program: I very much enjoy working with people and am proud to be a resident of and “cheerleader” for Rochester. The bottom line is: It’s all about customer service. The CTA program will make a difference for frontline employees—training them so we can make every experience a positive one for Rochester visitors so they will be likely to return.
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