Guest Experience Concierge Associate

2 months ago

Toronto, Canada Little Canada Full time

Mission and Vision

**Guest Experience**: Making our Guests feel at home, welcomed, cared for and connected to Canada.

**Welcome/Safety**: Fostering an invitation to visit, a warm welcome and a fond farewell for Guests, while nurturing a safe and enjoyable environment for all in our care.

Job Overview

As an important part of Little Canada’s Guest Experience team, the Welcome Safety team works to ensure a safe and hospitable environment for Little Canada’s guests, staff and visitors. Working at our Yonge Street entrance, outside the attraction entrance inside the Tenor Building, and in the Little Canada attraction space, you are the gracious, engaging face of Little Canada.

Your natural warmth and charisma ensure a welcoming first impression. You will invite Guests in with a friendly and charming approach, and highlight the wonder of Little Canada while using your interpersonal engagement skills and experience to persuade them to enter the attraction.

At the same time, you are adept at keeping unwanted elements out. You will play a key role in creating a positive first impression and delivering exceptional customer service to everyone who enters our premises.

You understand the significance of upholding and supporting a comfortable and safe environment for our Guests and Little Canada team members and are committed to creating and managing a pleasant atmosphere for all to appreciate and enjoy.

This position is well-suited for individuals with excellent communication skills, a friendly demeanor, and a passion for ensuring a delightful experience for all.

Key Responsibilities
- Act as the ambassador of Little Canada, leaning into your passion and engagement skills to invite passers-by to learn more about our world.
- Greet and welcome visitors, clients, and guests as they arrive, enjoy the attractions, and depart.
- Provide interesting and accurate information about our organization, services, and events, from initial approach to Guest departure.
- Deliver persuasive key selling points and answer questions leveraging effective engagement tactics resulting in Guests entering the attraction to purchase an admission ticket.
- Effectively redirect expressed ‘objections’ to positive engagement outcomes, with resilience, positivity and emotional intelligence.
- Provide and maintain a safe, secure and welcoming environment through exceptional Guest

service.
- Engage and de-escalate according to opportunity or risk.
- Act to prevent risks and protect wellness of our Guests and staff, practicing de-escalation techniques to further achieve these goals
- Must have resilience in the face of adversity, to mitigate, if not alleviate, concerns of personal wellness within the environment as they pertain to our Gue
- Serve as primary support for Guests who have accessibility, special needs or mobility issues, ensuring the most caring and anticipatory enablement, communication and consideration.
- Understand the flexibility required and determine appropriate behavior and action to best position effective guest experience service and care.

visiting 3rd parties (partners, vendors and contractors).
- Respond to any emergency calls, including fire and evacuation requirements, along with Fire

Warden responsibilities.
- Participate in Health & Safety inspections and maintenance as required; detect and evaluate any hazard; work closely with Joint Health and Safety Committee and the JHSC leads.
- Understand, escalate and support fundamental facilities issues and environmental conditions.
- Provide regular patrols for destinations and guest safety during operating hours as required; conduct Firewatch when system is on bypass as indicated by the building management.
- Assist in staff cash escorts; elevator escorts, guided assistance escorts.
- Write detailed, accurate and objective incident reports for occurrences or accidents as

necessary.

Qualifications and Experience
- Minimum of certification or diploma in hospitality and tourism or related field, or equivalent experience
- Standard (valid) First Aid and CPR Level C w/AED
- Minimum of 2-3 years of experience in client relations, security, attraction, travel and tourism
- Excellent Verbal Communication and interpersonal skills.
- Strong interpersonal skills to connect with a diverse range of customers.
- Ability to articulate promotional messages clearly and persuasively.
- Outstanding relationship-building abilities.
- Proven problem-solving skills.
- Persuasive conversational skills.
- Experience in crisis intervention and de-escalation technique.
- Flexible to work rotating shifts, weekends, days, evenings, and holidays.
- Maintain a presentable uniform and approachable deportment
- Detail-oriented and self-aware.

Working Conditions
- Open availability: especially evenings, weekends and holidays
- Being exposed to the changing social and environmental challenges of the Yonge and Dundas neighborhood.
- Work in varied weather conditions.
- The role will require

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