Information Officer Supervisor

Role Responsibilities

INFORMATION OFFICER SUPERVISOR (AS4):
Reporting directly to the Visitor Services Supervisor (VSS) at Cypress Hills Provincial Park, you will be responsible for creating a positive and productive work environment for up to five Information Officers in this district. This position is a front-line customer service role and focuses on higher level administrative and leadership tasks, such as scheduling, staff training, visitor concern management, on-site troubleshooting, inventory management, cash reconciliation, and reporting.

Direct responsibilities include but are not limited to: 
•    Supervision, leadership, mentorship and training to seasonal staff, assist with performance reviews, handle conflict situations
•    Administration Support – manage day-to-day staff schedules and changes, review timesheets prior to payroll submission, oversee invoices and expenditures, create and review promotional materials
•    Booth Operations Support – understand shop.albertaparks.ca functions to update visitor profiles, process refunds, manage retail inventory. Manage stock by placing orders with external vendors.
•    Provide ongoing support to AS2 Information Officers (IOs) through regular check-ins on progress and one-on-one training. Assist with input for seasonal performance reviews. Empower IOs to be independent in their roles by setting clear expectations and processes for decision-making
•    Place orders for booth and store inventory (where applicable) to ensure proper supplies are available prior to busy campground times
•    Provide support for cash and revenue reconciliation 
•    Ensure staff maintain and improve knowledge on recreational activities, park facilities, services, tours, public safety issues, tourism and travel opportunities, directives, policies and regulations 
•    Support the distribution of information-based communications such as posters, brochures, program advertisements
•    Ensure staff complete Government of Alberta mandatory online courses
•    Ensure staff complete all SiteDocs training and required inspections

Continued Role Responsibilities

Cypress Hills Provincial Park is looking to recruit for the following:

FOR ALL POSITIONS YOU WILL:
•    Provide exceptional customer service as the first point of contact for visitors. Greet and welcome them in a friendly, approachable, inclusive and professional manner
•    Maintain and improve knowledge to provide accurate, concise and relevant information, whether in-person, by telephone or via email, on recreational activities, park facilities, services, park programs, public safety issues, tourism and travel opportunities, directives, policies and regulations
•    Receive, respond and manage all customer service issues, concerns, complaints, emergencies, and other feedback professionally and appropriately; escalating these to other departments, such as park rangers, caretaking, maintenance, visitor engagement, visitor services, or your supervisor, as required
•    Assist and work closely with other departments as required to ensure operational and visitor needs are met; e.g. assist maintenance/caretaking for light shower building cleaning or light campsite garbage removal; assist visitor engagement with program set-up and teardown
•    Identify and report any issues or concerns with the reservation system, tills, POS, equipment, supplies, etc. in a timely manner to your supervisor
•    As directed by the Supervisor, assist in the distribution of information-based communications such as posters, brochures, maps and program advertisements  
•    Record and report statistics as directed by your supervisor
•    Become a Park specialist with detailed and accurate knowledge of all park areas, natural/cultural history, programs, and conditions (trails, water quality, weather, etc.) to provide the public with current information
•    Record and report necessary safety, compliance, accident, or wildlife occurrences
•    Complete all required online, in-person, and on-the-job training
•    Complete all required Occupational Health and Safety inspections
•    Complete personal performance agreements.

The Job Description is provided for further details on this position. 

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. 

•    Agility – You must be agile to anticipate and quickly adapt to changing priorities and situations to effectively meet diverse visitor needs.
•    Drive for Results – This position requires staff to have the ability to champion innovation and display high standards in programs, initiatives and services and pay attention to detail, be proactive, and demonstrate good work ethics.
•    Develop Self and Others – You must be able to proactively learn about the needs of park visitors, reflect on public interactions to identify areas of improvement and create a shared learning environment to lead the delivery of top level customer service; have the willingness to cross-train for other areas or duties such a s occasionally assisting the maintenance staff.
•    Build Collaborative Environments – You have the ability to promote collaboration and commitment, encourage broad thinking on projects, work together to eliminate barriers to progress, and facilitate open and respectful dialogue using excellent interpersonal and communication skills with a positive and inclusive attitude.
•    Systems Thinking – This position is one component of a larger work environment that includes other program areas. It is important to understand how the position contributes to achieving broader Alberta Forestry and Parks goals and outcomes.
•    Creative Problem Solving – Occasionally challenges arise, and staff must assess options, understand implications and determine appropriate actions to achieve the necessary solutions and need to be able to use a wide range of communication, problem-solving skills to promptly and professionally address issues.

Qualifications

High school diploma and two years of supervisory, retail, customer service or related experience.

Equivalency: Directly related experience or education considered on the basis of: one year of experience for one year of education or one year of education for one year of experience.

Requirements:
•    Intermediate (Standard) First Aid and CPR Level C + AED
•    Successful candidates must obtain a Criminal Record Check
•    Valid Class 5 Driver’s License and a current 3-year Driver’s Abstract with no more than 6 demerits

Assets: 
•    Problem-solving and adaptable
•    Ability to work independently and in a team setting
•    Well-developed interpersonal and communication skills
•    A passion for engaging customers and providing professional, informative, and diplomatic service to a variety of people
•    Outgoing, friendly personality who enjoys and has experience working with public
•    Strong conflict resolution and de-escalation skills to manage customer complaints and facilitate positive interactions
•    Knowledge of local tourism, amenities, cultural and natural history, flora and fauna
•    Good time management skills, ability to pay attention to detail and work well under pressure
•    Previous experience with Parks or the Tourism Industry
•    Experience in retail operations including processing cash and POS payments including till balancing (cash in/out), inventory stocking
•    Proficiency in the Microsoft suite of applications and other computer programs
•    A love of parks and the outdoors, camping and/or nature
•    Ability to speak languages in addition to English

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

Terms of Employment
•    Seasonal wage opportunities starting December 2026 and ending on March 31st 2027 with possible extension to January 12, 2028 to cover a maternity leave. with the contract term dependent on operational needs
•    This position requires evenings, weekends and holiday work as scheduled
•    Vacation requests will be considered but not guaranteed

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.

Instructions for your Resume:

For Employment Experience:
Please indicate duration of employment (month, year)
Please specify employment status (i.e. casual, part-time or full-time)
E.g.: Administrator, Jan 2006 - June 2009, Part-time (three, 8 hour shifts/week)

For any Post-Secondary Education:
Please specify your major and length of program
Please specify the year you graduated
E.g.: Bachelor of Science, 4-year Degree (Graduated 2017)

Links and information on what the GoA has to offer to prospective employees:
•    Working for the Alberta Public Service.
•    Professional learning and development.
•    Research Alberta Public Service Careers tool.

As a Wage employee, you receive 11.6% in addition to regular wage earnings in lieu of paid holidays and vacation leave:
•    5.6 percent of regular wage earnings instead of paid holidays.
•    6 percent of regular wage earnings instead of annual vacation pay.