Manager Visitor Services

3 weeks ago

Halifax, Canada Province of Nova Scotia Full time

**Department**:Communities, Culture, Tourism & Heritage

**Location**:HALIFAX

**Type of Employment**:Term

**Union Status**:Exclusion - Non Union - NSPG

**Closing Date**:5/10/2023 (Applications are accepted until 11:59 PM Atlantic Time)

**About Us**:
As a division of Communities, Culture, Tourism and Heritage, Tourism Nova Scotia works with communities and industry to attract visitors to and in the province; and increase tourism revenues through experience and sector development, business coaching, marketing, and visitor servicing. We lead tourism marketing and development initiatives to benefit all regions of our province.

Tourism Nova Scotia operates five visitor information centres across the province - Halifax Airport, Amherst, Peggy’s Cove, Port Hastings, and Yarmouth. Visitor information centres are one of the first points of contact for many first-time visitors to Nova Scotia and it is very important that our centres create a warm welcome and positive impression with our visitors.

**About Our Opportunity**:
Are you passionate about leading a team focused on promoting Nova Scotia to travellers all over the world? We are looking for a **Manager of Visitor Services** that will be responsible for leading, managing and supporting the activities of the five provincial visitor information centres across the province. The position will also work collaboratively with other government departments and with various stakeholders and sectors including the sponsors of the community visitor information centres. The position also manages third-party contracts for the five centres.

**Primary Accountabilities**:

- Provide leadership, supervision, support, and guidance to all levels of staff (supervisors, travel counsellors, piper, maintenance, and students) at the provincial visitor information centres. This includes optimizing staff performance, effective team building, maximizing employee engagement and empowerment.
- Plan and manage strategic and operational aspects of the provincial visitor information centres including human resources, finance, business planning, management of multiple locations (including exterior grounds and parking lots), training and development of employees aimed at achieving operational and performance targets while enhancing employee skills.
- Develop and oversee plans and programs specific to Visitor Services and provide advice and expertise to executive levels on issues impacting Tourism Nova Scotia’s service deliverables.
- Establish and maintain strong working relationships with key partners, stakeholders, government departments to ensure timely and accurate information flow, identification of issues.
- Manage the development, design, implementation, and delivery of efficient customer service delivery to effectively address client needs and expectations and are met.
- Manage the evaluation and implementation of service plans, monitoring systems, and customer service feedback processes ensuring staff comply with standards and take corrective action when necessary.
- Management of financial and human resources, including development and management of budgets, as well as procurement.
- Promote equity, diversity and inclusion, and a healthy workplace, ensuring respectful workplace standards are met.
- Manage the Occupational Health and Safety Act and Regulations and Workplace policies and safe work practices and the Business Continuity Plans for the centres.

**Qualifications and Experience**:
This may be the right opportunity for you if you have a university degree with a specialization in tourism, hospitality, business administration or other relevant discipline along with several years of progressive management experience. A thorough understanding of the Tourism and/or Visitor Services are considered assets.

You demonstrate experience in:

- The development or implementation of visitor experience, customer service, tourism or programs or initiatives;
- Managing and leading a large team of both union and non-union employees including performance management, work priorities, training, mentoring activities, and labor relations
- Sales, marketing, and customer service;
- The preparation of plans, reports, and communications;
- Operating budget management and resource management.

You are a strong communicator with the ability to be innovative, addressing issues with diplomacy and tact. Along with having effective time management skills to successfully develop and manage multiple priorities with competing deadlines.

Leadership competencies required are: Intercultural and Diversity Proficiency, Comprehension of the impact of Unconscious Bias, Decisiveness, Strategic Orientation, Developing Others, Team Leadership; Self-Awareness, Effective Interactive Communication; Partnering and Relationship Building.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and r

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