Information Officers, Leads and Supervisor

Role Responsibilities

Southern Alberta is looking to recruit the following for the 2025 summer season:
•    30 - 35 Information Officers (AS2) for Cypress Hills, Beauvais Lake, Dinosaur, Kinbrook Island, Park Lake, Tillebrook and Writing-on-Stone/ Áísínai’pi Provincial Parks
•    5 Lead Information Officers (AS3) for Kinbrook Provincial Park,Tillebrook Provincial Park, Dinosaur Provincial Park, Lethbridge District and Pincher Creek District 
•    1 Information Officer Supervisor (AS4) for Cypress Hills

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 visi 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 & Safety inspections
•    Complete personal performance agreements.

Information Officer Positions (AS2):
Dependent on Park location, specific tasks may include, but are not limited to:
•    Complete business operation tasks on foot at various campgrounds, or at a camp store, booth or Visitor Centre
•    Utilize all functions of the shop.albertaparks.ca system to register campers or program participants, complete check-in and check-outs, process campsites registration changes, and process payments or refunds.
•    Use ASPIRA software to operate cash register and point of sale machine for retail sales of products and services, which may include firewood, ice, concession items, ice cream, souvenirs, and rentals.

Role Responsibilities Continued

•    Ensure daily floats and cashouts are accurate and balanced 
•    Monitor building security, complete opening and closing tasks/procedures, perform maintenance inspections for safety and cleanliness of facilities; report any maintenance issues
•    Assist with inventory management and control – restocking of merchandise, and brochures, general tidying and informing supervisor of low stock.

Please click on this link to view the job description for Information Officer (AS2).

Lead Information Officer Positions (AS3): 
Dependent on the Park location, the Lead Information Officer (AS3) duties and responsibilities include assisting with and performing AS2 duties with the addition of extra front-line administrative and supervisory tasks such as:
•    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
•    Assist supervisors with performance feedback for Performance Agreements

Please click on this link to view the job description for Seasonal District Support (AS3).

Role Responsibilities Continued

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 that requires an understanding of all AS2 and AS3 duties, 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.

Please click on this link to view the job description for Information Officer Supervisor (AS4).

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 – You must be agile in order 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 as 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

Education and Experience required:

Information Officer (Administrative Support 2)
•    High school diploma
•    Experience with point of sales machines, retail, cash handling and/or customer service

Lead Information Officer (Administrative Support 3)
•    High School Diploma 
•    one year of combined customer service and supervisory experience

Information Officer Supervisor (Administrative Support 4) 
•    High School Diploma
•    two years experience, preferably related to supervisory, retail and / or customer service

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.

Additional requirements:
•    Intermediate (Standard) First Aid and CPR Level C + AED
•    Criminal Record Check
•    Valid Class 5 Driver’s License and a current 3-year Driver’s Abstract with no more than 6 demerits (except DPP Visitor Centre)

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.

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Terms of Employment
•    Seasonal wage opportunities starting April / May and end in September / October 2025 with the contract term dependent on location and operational needs
•    All positions require evenings, weekends and holiday work as scheduled
•    Vacation requests will be considered but not guaranteed

Notes
•    Those selected for an interview must provide three work related references
•    Successful candidates will be required to complete mandatory Government of Alberta training courses
•    Shared rental accommodations may be available, dependent on Park location. No pets allowed in park staff accommodations

In your resume, please indicate the month, year and date ranges of your education and work experience and if the experience was contract, part time, or full time.