Job Description

The Visitor Services Lead will work under the Historic Site Supervisor to oversee all aspects of visitor services, event management, retail operations, and supervisory responsibilities. This role includes ticketing, customer inquiries, engagement, administrative support, retail partnerships, negotiating supplier relationships, marketing research, and community partnerships.

Responsibilities & Qualifications

Visitor Engagement and Services:
• Greet visitors warmly and provide them with information about our facilities, programs, and services.
• Manage ticketing operations, campground reservations, and retail operations in the gift shop and mill stores.
• Assist visitors with inquiries via phone, email, and in-person, ensuring excellent customer service.
• Maintain and oversee the cleanliness and safety of all facilities and properties, with a priority on washrooms.

Event Management:
• Plan, coordinate, and execute special events hosted at the McLean Mill National Historic Site, including weddings, festivals, workshops, and private functions.
• Work with facility renters to ensure all obligations are met and followed while providing exceptional service and support
• Negotiate relationships with product suppliers and rental suppliers as needed for events
• Write contracts, monitor payment schedules, and ensure compliance with event rental agreements.

Retail Operations:
• Oversee the operation of the gift shop and mill stores, including inventory management, merchandising, and sales.
• Develop relationships with local crafters, artisans, and farmers for retail partnerships and market events.
• Research and recommend marketing and advertising strategies to expand our retail presence and increase sales.
• Ensure the cleanliness, organization, and safety of retail spaces, including displays and signage.

Supervisory Duties:
• Lead, supervise, and train a team of seasonal staff, ensuring they are knowledgeable and equipped to provide excellent service to visitors.
• Conduct orientation and training sessions for seasonal staff, providing guidance on visitor engagement, ticketing procedures, retail operations, and safety protocols.
• Schedule and coordinate shifts for seasonal staff, ensuring adequate coverage during peak visitation periods.
• Provide ongoing support, feedback, and performance evaluations to seasonal staff to ensure consistent delivery of high-quality visitor experiences.

Administrative Support:
• Maintain accurate records of visitor statistics, feedback, and complaints.
• Assist with scheduling staff for events and visitor services shifts.
• Record expenses with clear indicators for proper bookkeeping and protect the organization’s value by keeping information confidential.

Reporting and Communication:
• Be available for frequent meetings with the Director of Operations, CEO, other staff.
• Ensure clear communication with stakeholders, staff, and partners regarding event schedules, safety protocols, organizational goals, retail operations, and supervisory matters.

Qualifications:

The successful applicant must complete the following training:
o Destination BC – Visitor Centre Basics
o SuperHost® Service For All™
o SuperHost® Foundations of Service Quality™
The successful applicant must have a good knowledge of and be proficient in:
o Administration and office procedure
o Some basic knowledge of retail merchandising, sales and marketing
o Basic computer skills and social media skills
The successful applicant must demonstrate the following skills;
o Strong communication skills both verbal and written
o Analytical and problem-solving skills
o Verbal, written and listening communication skills
o Attention to detail and accuracy
o Good organizational and time management skills
o Customer relationship and service skills
The successful applicant must possess the following attributes;
o Friendly and approachable
o Be sensitive and be culturally aware
o Flexibility and the ability to work on one’s own.
o Integrity and confidentiality in all aspects of business

Salary/Wage

18.25

Recommended Training

SuperHost Foundations of Service QualitySuperHost Service For AllAn Introduction to Equity, Diversity, and Inclusion (EDI)

Job Application Process

Please apply with your resume and cover letter by email to elliot@albernichamber.ca

Apply Now