Job Description

Under the supervision of the Program Manager, Steveston Heritage Sites, the Visitor Services Coordinator is responsible for supervising and administering the day-to-day operations at the City’s museums and heritage sites in Steveston (Britannia Shipyards, London Farm, Steveston Museum and Steveston Tram) to ensure sites and programs are available to the public in a safe and welcoming manner.

Responsibilities & Qualifications

Examples of key responsibilities include, but are not limited to:
– Plans, assigns, reviews, supervises and schedules a group of employees; Participates in interviews, selections, and training of new hires; Provides input on employee performance evaluations.
– Coordinates the use of facilities for programs, events and rentals, including liaising with third party users through the booking process and overseeing program registration.
– Oversees the evaluation of visitor services, including the collection of visitor metrics and feedback and provides regular reports to management team.
– Under the direction of the Program Manager, collaborates with the appropriate contacts to ensure facilities are safe, visually appealing and the site is well-maintained and secure.
– Supports the preparation, monitoring, analysis of operating budgets under the direction of the supervisor.
– Reviews, develops, recommends and, upon approval, implements new and/or improved systems, methods and procedures in order to improve efficiency and accommodate site requirements.
– Establishes and maintains liaison with various internal and external contacts to ensure provision of a seamless visitor experience, including on-site communication and signage.
– Provides timely and quality customer service to external and internal clients, including resolving complaints and directing clients to the appropriate resources.
– Answers inquiries concerning all aspects of the operation and provides factual information to a variety of internal and external contacts on matters relating to the services and programs offered.
– Maintains and updates policies and manuals related to day-to-day site operations.
– Prepares and maintains a variety of reports, records, statistics, visitor feedback, correspondence and files related to the work. Ensures accurate reporting and timekeeping for submission to payroll.
– Performs related work as required.

Knowledge, Skills & Abilities:
– Considerable knowledge of applicable rules, regulations, policies, procedures, programs and services related to heritage site operations.
– Considerable knowledge of the objectives, activities and requirements related to the work.
– Sound knowledge of the needs of various groups and individuals as they relate to cultural facilities.
– Ability to plan, assign, review, supervise, schedule and participate in the recruitment and selection of staff; coordinate the work of and train new staff in performing visitor services operations.
– Ability to make decisions in accordance with the applicable policies, practices, rules and regulations and to explain and interpret departmental policies and procedures.
– Ability to prepare budget, compile budget data, monitor expenditures and authorize expenditures within defined limits, under the direction of a superior.
– Ability to liaise and maintain effective working relationships with a variety of internal and external contacts.
– Ability to address situations and deal effectively with the public.
– Ability to prepare and maintain a variety of reports, records, correspondence, files and material related to the work.
– Skill in the operation of the computer systems and equipment related to the work and office computer applications.
– Must successfully clear a Police Information Check.

Qualifications and Experience:
– Completion of Grade 12 supplemented by a one-year program in a discipline related to the work such as, cultural resource management, tourism, hospitality or a related field.
– Over 2 years and up to and including 5 years’ experience in working with heritage sites operations, coordinating visitor services, supervising and scheduling staff, managing budget and customer service experience in dealing with various internal and external stakeholders or an equivalent combination of education and experience.
– Valid Class 5 Driver’s License for the Province of British Columbia.

Working Conditions:

Work is performed in an office environment as well as on-site outdoor environment which may require occasional exposure to adverse weather conditions and may require standing or walking for long periods. Routine light lifting and occasional heavy lifting is required.

Salary/Wage

$38.51 - $45.31/hr

Job Application Process

Please apply through the City of Richmond career site. Only those who have applied directly to the City of Richmond will be reviewed and considered.

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