Visitor Experience Team Lead

3 weeks ago


Calgary, Canada National Music Centre Full time

**Location**:Studio Bell, home of the National Music Centre, Calgary
**Reporting to**:Manager, Visitor Experience

**COMMITMENT TO DIVERSITY AND INCLUSION**
National Music Centre (NMC) believes in the power and importance of diversity and inclusion both in music and in the workplace. We ensure equal opportunity for all qualified applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.

**ABOUT THIS POSITION**
The Visitor Experience Team Lead is a full-time position responsible for assisting the Visitor Experience Coordinator in coordinating and supervising front-of-house (FOH) operations at Studio Bell. This position reports to the Manager, Visitor Experience. The Visitor Experience Team Lead is responsible for coordinating and leading FOH operations at Studio Bell with the Visitor Experience Coordinator. This includes greeting and welcoming visitors and members, taking admissions, selling memberships and concert tickets, cash reconciliation, providing orientation to Studio Bell and the East Village neighborhood, assisting with NMC shop sales and inventory, managing community donation requests, supervising Studio Bell box office and internal bar service.

This position will work Wednesday to Sunday, 9 am to 5 am, as well as evening Box Office shifts and vacation coverage for other teammates as required.

**RESPONSIBILITIES**
**Key responsibilities include, but are not limited to**:

- Leading and training Visitor Services Ambassadors
- Supervising Studio Bell Box Office events, including internal bar service and managing patron lists
- Handling opening and closing cash procedures and managing daily cash reconciliation
- Selling admission, tickets, and memberships
- Relaying accurate information about planned programs/events at Studio Bell and in Calgary
- Provide conflict resolution among visitors, staff and volunteers according to established procedures
- Following Health and Safety standards and operations for Studio Bell to ensure a safe visitor experience
- Establishing and updating Visitor Experience policies and procedures
- Weekly and monthly reporting to Visitor Experience Manager
- Assisting with Volunteer orientation and management
- Other duties as assigned

**QUALIFICATIONS**
- Minimum 2 years’ experience in customer service, retail and/or hospitality
- Previous sales and/or upselling experience
- Proserve certification is an asset
- Proven safe and accurate cash handling experience
- Intermediate to advanced knowledge of MS Office, particularly Word, Excel and Outlook
- Enjoy engaging with the public, meeting new people, collaborating with internal staff, and partnering with volunteers
- Excellent communication skills and fluency in English
- Have general knowledge and interest in music, the city of Calgary, and local tourist attractions
- Availability to work weekends and occasional evenings
- Knowledge and comfort with ticketing software is an asset
- Experience working with volunteers
- French or another second language would be an asset

**KEY RELATIONSHIPS**
- Manager, Visitor Experience
- Visitor Experience Coordinator
- Volunteer Coordinator
- Café/Retail Operator
- Volunteers

**Interested applicants are invited to send their resume and cover letter to Meaghan Lawrence by February 5, 2024.**

**Salary**: $40,000.00-$42,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Monday to Friday
- Weekends as needed

Work Location: In person

Application deadline: 2024-02-05



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