Visitor Services Lead

6 months ago

Halifax, Canada Halifax Port Authority Full time

The Port of Halifax is about making connections between people, commerce and opportunity. We take a leadership role in developing business for the Port of Halifax in collaboration with our partners and we responsibly manage Port of Halifax assets.

In 2022, the total impact of the Port of Halifax including Nova Scotia exporters on the Province of Nova Scotia was **$4.87 billion in economic output** with the direct portion being $3 billion. This level of activity generated direct and spin-off positive impacts of $2.5 billion in GDP, $1.6 billion in labour income and over **25,300 jobs**. Offering a natural, deep harbour and big ship infrastructure, Halifax can accommodate large volumes of containerized cargo, bulk cargo, and project cargo. Collaborating and working with strong partners and stakeholders, the Port community in Halifax continues to deliver excellence.

**HPA Guiding Principles**
- Everyone at Halifax Port Authority is expected to carry out their work in a manner consistent with our guiding principles:

- Be One Port City
- Collaborative & Engaged
- Future Focused
- Sustainable
- Trusted Partner

We believe that when everyone works in this way, we can achieve our mission and vision and can deliver value to our customers, our community and our team.

At this time, the **Halifax Port Authority (“HPA”)** requires:
**Visitor Services Lead**

The Visitor Services Lead oversees the day-to-day operations of the Visitors Services staff. The Lead is present for cruise ship arrivals at Pavilion 20 and 22. Primary responsibilities are to assist with scheduling, training and to liaise with the Brand & Marketing Coordinator to ensure proper set up of the information booths. Additional key responsibilities include, to create a welcoming first impression to visitors and to provide travel information to cruise passengers and other visitors to the Halifax Seaport about Halifax Regional Municipality and the Province of Nova Scotia. The Visitors Services Lead provides current, high-quality information and reservation services as required for the travelling public. They must have strong teamwork skills to allow them to work and communicate well with others and also have knowledgeable and friendly customer service skills to “sell” and “up-sell” the region using provided literature and information. The cruise season starts in April and typically finishes in early November. This position is required to work flexible hours including evenings, weekends and holidays (dependent on cruise ship schedule).

**Accountabilities**
- Assist with and create Visitor Services staff scheduling (Excel) and communicate time changes as they occur throughout the season. Coordinate shift replacement for staff who need to miss a shift for illness, funerals, vacation, etc.
- Ensure that staff timecards are completed electronically on a weekly basis for approval by the Brand and Marketing Coordinator.
- Identify training and reference materials for use at the information desks.
- Report any personnel issues to the Brand and Marketing Coordinator for resolution.
- Provide welcoming and knowledgeable customer service to visitors. Customer Service implies a desire to help or serve others, to meet their needs. It means focusing one’s efforts on discovering and meeting the customer or client’s needs.
- Serve as a representative of the Halifax Port Authority and the hospitality/tourism industry in a front-line position.
- Use available resources to provide current tourism information to visitors, including using provided laptop for relevant internet searches in response to specific inquiries.
- Reach out to appropriate staff to restock storage of resource materials (brochures, listings, publications) relevant to sites, attractions and facilities available to the visiting public. Assists in keeping inventory of remaining materials.
- Maintain workplace and equipment ensuring work area is safe, clean and tidy.
- Maintain visitor statistics (ensure accurate records are kept and reported to the Brand and Marketing Coordinator).
- Promote the Halifax Seaport, Halifax Regional Municipality and the Province of Nova Scotia tourism products to the visitor and encourage them to return for longer stays.
- Values diversity and respects the practices, customs and values of other individuals and cultures.
- Lead with tact and be able to maintain positive working relationships with other team members, visitors, customers, cruise industry partners, and the public. Interacts and cooperates with others in a respectful and supportive manner to assist in accomplishing team objectives.
- Reliable and accountable for scheduled shifts. Able to work effectively with mínimal supervision.
- Able to communicate (verbally and in writing) effectively and professionally both internally and externally.
- Daily work prioritized, planned, and carried out effectively.

**Note**: These are only the basic and primary duties; related and allied duties may be assigne

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