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OTD’s Jennifer Jones Retires

Jennifer Jones, Customer Contact Programs Manager

Jennifer Jones, Customer Contact Programs Manager, OTD, has retired after 10 years with the department. Jones came to OTD from the hotel industry and used her expertise in facilities management and customer service to helm Maryland’s Welcome Centers. Some highlights from Jones’ career include the reopening of the Mason Dixon Welcome Center in time for the 150th anniversary of the Civil War and bringing two key OTD programs in-house: the call center and the mail fulfilment program. Under Jones’ direction, the fulfilment operation was relocated to the Mason Dixon center. This year, Mason Dixon was one of two Maryland Welcome Centers to receive the TripAdvisor Certificate of Excellence.

Bringing OTD’s call center in-house not only led to financial savings, but to a more streamlined system which has allowed the center to react instantaneously to changing priorities and even natural disasters. Jones’ duties also included representing OTD at major conferences like Fish & Hunt Maryland and the American Bus Association’s annual convention. More recently, Jones oversaw the reopening of three of Maryland’s dormant Welcome Centers. “It’s been one of the best jobs I’ve ever had,” said Jones. “I think I left it better than I found it, and we came full-circle with the reopening of the Welcome Centers.”

“Jennifer will truly be missed,” said Liz Fitzsimmons, Managing Director, TFA. “Her warm welcoming presence at the heart of each of our Welcome Centers made them Maryland’s ‘front porch.'”