Visitor Services Specialist

Role Responsibilities

Are you a compassionate individual who is committed to breaking down barriers and supporting people of all abilities to connect with nature-based experiences? If so, we want to hear from you. 

The Visitor Services Specialist reports to the WWL Visitor Services Supervisor and is part of a team that is responsible for ensuring WWL has positive, effective, and efficient interactions and communications with guests, the general public, partners and other stakeholders. This position is responsible for the successful delivery of the Visitor Services program, including delivery of visitor information services, lodging procedures and reservations, and supports programming and activities that enhance experiences and eliminate barriers for Albertans with disabilities to access nature. This position is the first point of contact for client issues and requests responding to medical and facility emergencies. These situations can be complex and unpredictable, requiring creative solutions with considerations to a client’s unique needs. This position has considerable independence, often working alone within well-established guidelines and procedures. 

Responsibilities, tasks, and duties involved in providing an exceptional visitor experience at WWL include:
•    Train, mentor, coach, and support casual wage staff. 
•    Trouble shooting issues with administrative equipment and processes, implement temporary solutions and recommend changes to ensure business continuity.
•    Coordinate, on-board, schedule, and train up to 22 volunteer campground hosts. Manage volunteer program database and materials.
•    Track inventory, monitor expiry dates and identify materials and equipment needed for operations.
•    Review and update site OH&S procedures and reports. 
•    Maintaining emergency supplies. 
•    Support the Visitor Services Supervisor in developing accurate, organized and easily accessible reservation processes and systems.
•    Audit and trouble shoot the online reservation portal.
•    Collaborate with Parks & Public Information staff to create, maintain and edit print and digital media, including website and brochures.
•    Help facilitate programming and guest speakers.
•    Processing reservations, using point of sale and other specialized software.
•    Performing in person check-ins and cabin inspection services prior to check-out.
•    Administering sales of the Kananaskis Conservation Pass by providing public messaging and processing pass sales and exemptions. 
•    Assisting caretaking and maintenance departments as required. 
•    Scheduled and regular overnight emergency standby for on-site emergencies and public safety concerns.
 

Please click this link to view the job description.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Agility: Works creatively with policies and procedures to proactively meet goals.

Build Collaborative Environments:  Shares information by facilitating and using open communication while listening and accepting other points of view in an open, honest and non-defensive way. 

Creative Problem Solving: Breaks straightforward problems into manageable components to identify what needs to be done to achieve outcomes.

Qualifications

Two-year diploma in a related field; no experience required; or equivalent as described below. 

Equivalency:  Directly related education or experience considered on the basis of: 
•    1 year of education for 1 year of experience; or 
•    1 year of experience for 1 year of education.

Requirements:
•    Two-year diploma (or greater) in a related field. 
•    Related experience or education may be considered as an equivalency on a one year of education for one year of experience or vice versa.
•    Recognized Standard First Aid and CPR/AED Certificate Level C.
•    Vulnerable Sector Check.

Assets:
•    Experience working with persons with disabilities and seniors.
•    Experience responding to emergency situations. 
•    Demonstrated knowledge of booking or point of sale systems.
•    Cash handling and various administration experience.
•    Strong computer skills with proficiency in Microsoft Office software, including Word, Excel, Access, and Outlook. 
•    Working knowledge of best practices as they relate to accessibility and programming for persons with disabilities and seniors.
•    Experience coordinating volunteers.
•    Demonstrated leadership or supervisory experience.
•    Industry Canada Radio Operators Certificate – Aeronautical
•    Oxygen Administration training.
•    Physically able to perform the duties as assigned.
 

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

•    $29.87 – $38.82 per hour with shift premiums.
•    Weekend, evening, and overnight standby shift pay. 
•    Work week is based on 9.06 hours per day, 36.25 hours per week.
•    This is a 1-year temporary full-time position. 
•    Requires evening, weekend, holiday, and rotating shifts.
•    Overnight standby on site at WWL is required.
•    Willingness to commute to a remote workplace (1hr 5min from Canmore or 1 hour 30 min from Cochrane or Calgary).
•    Transportation to and from WWL.
•    There is no public transportation to WWL.

In your resume:
Include date ranges (month and year) associated with all education and work experience.
Indicate whether your work experience was casual, part time (PT) or full time (FT).
Example:  Maintenance Foreman: Jan 2016 – June 2019 (PT, 3 eight-hour shifts per week).

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

What the GoA has to offer:

•    Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
•    Public Service Pension Plan (PSPP) - https://www.pspp.ca.
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
•    Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
•    Positive workplace culture and work-life balance.
•    Leadership and mentorship programs.