West Virginia Department of Commerce West Virginia Division of Tourism - Services

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West Virginia Division of Tourism - Services

West Virginia Tourism


  • Executive
    • Provides oversight and direction for strategic planning, establishing and reaching goals and objectives, and daily operation of the agency.
  • Budget/Finance
    • Prepares the annual budget for the Division of Tourism.
    • Develops in-house budgets and monitors all expenditures.
    • Develops annual reporting information to the House and Senate Finance Committees.
    • Provides information to the Legislature, State Budget Office and other stakeholders regarding funding for the Division of Tourism.
  • General Accounts Payable
    • Responds to vendors with information regarding payments for services rendered.
    • Works with vendors to obtain vendor registration and W-9 information.
    • Works with the Auditor’s Office regarding PCard and payment information.
    • Works with the Purchasing Division regarding RFP’s and other purchasing procedures and issues.
    • Participates in annual meetings such as the Purchasing, PCard and Auditor’s Conference.
  • Matching Advertising Partnership Program (MAPP)
    • Manages reimbursements to MAPP fund recipients.
    • Responds to applicants, Tourism Commissioners, State Budget Office, Legislators and sometimes the media regarding questions on MAPP funding.
    • Conducts on-site field audits of MAPP participants and provides a report of findings and recommendations to the Legislature.
    • Participates in regional workshops to educate the tourism industry regarding the reimbursement requirements for MAPP.
    • Participates in monthly Tourism Commission meetings and committee meetings.
    • Participates in the annual Governor’s Conference on Tourism.

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Human Resources

  • Payroll, Benefits, Employee Relations, Training, Privacy, EEO
    • Performs payroll functions for division employees
    • Oversees health, life, dental and eye benefits
    • Manages Employee Assistance Program
    • Manages Wellness Program
    • Responds to employment inquiries
    • Oversees recruitment efforts
    • Performs reference checks
    • Manages hiring process and orientation
    • Promotes employee recognition and incentives
    • Develops policies and monitors compliance
    • Handles disciplinary issues and grievances
    • Provides training on a myriad of topics
    • HR director is the privacy officer for the division
    • HR assistant is the EEO coordinator for the Department of Commerce

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Cooperative Tourism

  • Matching Advertising Partnership Program (MAPP)
    • Responds to tourism industry inquiries received through e-mail, phone, etc., regarding MAPP, tourism and other funding programs.
    • Assists MAPP applicants and tourism industry members with questions regarding rules, deadlines, etc.
    • Assists applicants with preparation of their applications, revisions and modifications.
    • Refers inquiring calls to appropriate sections of the Division of Tourism and to other state agencies.
    • Assists tourism industry members in understanding how they can utilize MAPP for direct advertising projects.
    • Contacts members of tourism industry to receive input on industry needs relative to the program.
    • Prepares applications for review by the Tourism Commission on a quarterly basis.
    • Attends MAPP Committee and Tourism Commission meetings to report and answer questions relative to the applications and program.
    • Notifies applicants by e-mail, phone and letter regarding status of approval or denial of applications.
    • Develops changes to legislative rules when necessary.
  • Outreach
    • Benchmarks with in-state tourism industry members and other states regarding updates and improvements to the MAPP process and prepares recommendations for the Tourism Commission.
    • Designs and conducts educational workshops on MAPP for industry members and organizations interested in tourism.
    • Represents the Division of Tourism and the Tourism Commission at tourism industry meetings and civic organization functions, including giving presentations.
    • Supplies information to Commerce Communications regarding media inquiries/story ideas relative to MAPP.

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Customer Service

  • Welcome Centers
    • Promotes travel to and throughout the state.
    • Assists visitors by answering questions, distributing literature, creating itineraries, making reservations at various hotels for lodging, golfing, rafting, dining, etc.
    • Provides emergency assistance by calling the Courtesy Patrol, the State Police, tow trucks, local hospitals, fire departments and other emergency responders.
    • Conducts Tourism presentations as requested by professional organizations or private groups.
    • Gathers visitor profile information for compiling travel statistics.
    • Provides media with tourism highlights or information on special events.
    • Represents Tourism at regional meetings and events.
  • Call Center
    • Provides travel and tourism information via the 1-800-CALLWVA number, online live chats, label leads, e-mail and mail requests.
    • Assists callers by answering questions, planning itineraries, making lodging reservations, or forwarding calls to state parks and other tourism entities.
    • Gathers information for mailing printed material.
    • Staffs Tourism booths during trade shows and events.
    • Sends e-blasts (mass e-mails) from the Call Center database to tourism facilities.
    • Conducts database presentations for potential clients, industry members and out-of-state visitors.
    • Maintains tourism listings and customer profiles on the Web site and database.
    • Handles overflow calls from the Treasurer’s Office of Unclaimed Property.
  • Material Distribution Center
    • Oversees the distribution of incoming and outgoing mail for the Division of Tourism, BRIM and the Prosecuting Attorneys Institute.
    • Receives and fulfills phone, mail, e-mail or walk-in requests for tourism information from tourism facilities, the Legislature, the Governor’s Office, other state agencies, civic organizations and the general public.
    • Receives brochures from tourism facilities and state agencies for redistribution.
    • Handles bulk orders and loads trucks for monthly shipments to Welcome Centers.

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Marketing/Advertising Section

  • Marketing/Advertising
    • Works with advertising agency of record and Commerce Communications to develop four-season advertising campaigns to compete for state, national and international tourist travel.
    • Develops promotional brochures and other publications, such as the annual Travel Guide.
    • Creates print, broadcast, outdoor, online Web advertising campaigns and promotions.
    • Creates and maintains a comprehensive database of all tourism-related destinations, attractions and events.
    • Works to increase market share of tourism for West Virginia through expansion of existing program initiatives and strengthened regional promotion.
    • Expands areas of visitation to West Virginia by creating awareness of new product as it is developed throughout the nine travel regions.
    • Increases the visibility of West Virginia through use of traditional marketing, Internet resources, earned media and partnerships.
    • Delivers a positive image of West Virginia through advertising, editorial and customer service.
    • Collaborates with tourism related associations, including (but not limited to) CVBs, HTA, whitewater, ski, ATV, B&B, tourist train and trails to maximize financial investments and marketing initiatives, and encourages organization of new associations.
    • Supports West Virginia’s travel regions and communities by offering educational support and marketing programs.
    • Monitors and reacts to tourism trends based on solid research.
    • Communicates relevant research intelligence to the tourism industry.
    • Encourages and fosters collaborative efforts among federal, state and local agencies.
    • Takes a responsible lead in the state’s role of promoting sustainable tourism initiatives and opportunities.
  • Economic Impact
    • A West Virginia Division of Tourism study released in 2009 shows that travel spending by visitors in the state was more than $4.38 billion in calendar year 2008, which is an increase of 7.3 percent from 2007. Visitors who stayed overnight in commercial lodging facilities spent $1.4 billion on their trips, while day travelers spent $2.1 billion. Visitor spending in West Virginia directly supported 44,000 jobs with earnings of $912 million in 2008.

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