Visitor Experience Manager (12 Month Term)

Summary:  Reporting to the Vice President, the Visitor Experience Manager is accountable for maintaining an exceptional overall experience and ensuring superior customer service for all visitors to FortWhyte Alive.  

The Visitor Experience Manager position includes planning, training, coordination and managing the development and delivery of visitor relations at FWA.  Areas of responsibility of this position include front line services, retail and the membership program. Monday - Friday; 35 hrs per week; occasional weekends and evenings as required. This role is a 12 month term position. 

Direct Reports:

Retail Supervisor & Buyer

Office Administrator (memberships)

Visitor Experience Ambassadors

DUTIES AND RESPONSIBILITIES

General Duties

Provides overall leadership to all direct reports including mentoring, onboarding, and coaching for performance

Develops and implements strategies to support employee, customer and membership retention 

Develops, implements and maintains customer service standards, guidelines and on-going related training for staff and volunteers

Implements and monitors on-going strategies related to internal and external communications

Conduct research on industry best practices, quality and continuous improvement and tools to support the visitor experience and provide recommendations and plans to implement and monitor results

Participates in the annual development and monitoring of departmental operating budget(s) and attends regular financial update meetings

Attends departmental meetings with the Executive Team to provide updates on departmental activities

Provides various statistics, reports and feedback to Senior Management as required

Works effectively to resolve customer service issues and improve customer satisfaction

Provides regular front desk coverage for the Ambassador Team which includes; opening, break coverage and sick time coverage 

Monitors employee satisfaction and performance and works to improve where necessary 

Participates in FWAs internal Accessibility Committee and acts as external liaison

Membership

Work with Marketing and Communications, to develop and implement a membership growth strategy

Research and acquire opportunities to promote membership via partnerships or third party affiliates

Develop membership retention strategies and targets

To act as the primary contact for members beyond the day-to-day administration as carried out by the Office Administrator

Supervise the timely mailouts of renewal packages as well as new membership packages

QUALIFICATIONS

Relevant post-secondary education, preferably in commerce, administration, tourism and hospitality, or related fields (an equivalent combination of education and experience may be considered)

Extensive experience in the management/supervision of staff members in various roles and levels of responsibility within the organization.  Typically acquired through several years of progressively greater levels of responsibility

Experience in overseeing the daily operation managing retail, commercial activity within a not for profit

Experience managing a multi functional team in a fast paced, changing environment to achieve results

Highly organized with the ability to manage multiple activities at once in order to meet tight deadlines

Demonstrated ability to work with diverse populations and respectfully communicate with coworkers, stakeholders and Visitors

Strong interpersonal skills with excellent verbal and written communication skills 

Ability to handle stressful situations and remain calm under pressure

Proficiency using Google Workspace in order to prepare documents, spreadsheets and routine correspondence

KNOWLEDGE, SKILLS AND ABILITIES

Experience in sales and cash handling with knowledge of point-of-sale systems

Demonstrated ability to work with diverse audiences and effectively interface with colleagues, and the public

A collaborative team player with excellent verbal and written communication skills

Personal qualities of integrity, credibility, sound judgment and a keen interest in the mission of FortWhyte Alive

Knowledge of Indigenous culture, truth and reconciliation

Knowledge of Manitoba Accessibility Act and requirements

Experience working at a multi-stakeholder not-for-profit an asset