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 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 for 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 role is distinguished by its high level of independence, serving as the sole staff member on site overnight providing front line information, concierge services to ensure the safety, security, and comfort of up to 166 guests. The work schedule is unique, and requires weekend, evening, and overnight shift work, which are essential components of the role.

Responsibilities, tasks, and duties involved in providing an exceptional visitor experience at WWL include:

• Act as the primary on-shift mentor and coach for casual wage staff, overseeing their activities, providing constructive feedback, and ensuring they meet established service and safety standards.
• Trouble shoot issues with administrative equipment and processes, implement temporary solutions and recommend changes to ensure business continuity.
• Prioritize and respond to dynamic situations including client and facility emergencies.
• 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 operation.
• Review and update site OH&S procedures and reports.
• Maintain 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.
• Process reservations, using point of sale and other specialized software.
• Perform in person check-ins and cabin inspection services prior to check-out.
• Administer sales of the Kananaskis Conservation Pass by providing public messaging and processing pass sales and exemptions.
• Help facilitate programming and guest speakers.
• Assist caretaking and maintenance departments as required. 

Please click on this link to view the job description for 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.

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

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.

Qualifications

Two-year diploma in a related field (tourism, recreation, business, Arts etc.); 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 education.
  
  

Required:
 

• Experience using computer systems for data entry, email communication, and reporting (including Microsoft Office, point-of-sale systems, or reservation systems).
• Ability to work weekends, evenings, and holidays, as required by operational demands.
• A current Standard First Aid and CPR certificate.
• Criminal Record Check
• 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.
  
  

The position requires the following skills and abilities:

• Excellent interpersonal skills to develop productive working relationships.
• Effective written and verbal communication skills.
• Consultation, facilitation, and issues resolution skills including consensus building, encouraging, and motivating.
• Time management and client relations skills.
• Strong analytic and problem-solving skills.
• Organization, coordination, and project management skills.
• Ability to work independently as well as within a team environment.
• Ability to effectively engage a variety of stakeholders from diverse backgrounds.
• Ability to work cooperatively and productively with others to achieve agreed upon goals and set up inclusive and collaborative programs/initiatives.
• Ability to weigh multiple perspectives to maximize results and recommend the most appropriate solution.

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

There are a total of 2 positions available.

This position is a full-time permanent opportunity, 36.25 hours a week.

• 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 application, please a include cover page detailing your interest, and role related experience. In your resume include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

This position will require final candidates to undergo a security clearance.  

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 We 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