Bilingual Heritage Interpreter

2 weeks ago

Halifax, Canada Canadian Museum of Immigration at Pier 21 Full time

The primary responsibility of the Interpreter is to provide excellent customer service and creative interpretation to individuals, school groups and special interest groups. Heritage interpreters are expected to interpret the permanent, travelling, and temporary exhibits, describe particular areas of interest, answer questions, develop unique programs and tours and provide historically accurate information on immigration.

Interpreters work closely with public programming staff on the coordination of programs, with the staff of the Scotiabank Family History Centre and is able to offer references services to visitors, and may occasionally be required to offer service to the customers at the Museum Gift Shop when necessary. This position reports directly to the Interpretation and Visitor Experience Manager.

**Principal Accountabilities**
- The primary role of this position is to create and deliver interpretive presentations, guided tours, workshops and programs to individuals, school groups and special interest groups in English and French;
- Assist with the delivery of special programming such as March Break, Family Fun Days, etc.;
- Ensure visitor satisfaction (with excellent customer service and communication skills);
- Meet and greet visitors to the Museum in both official languages and provide general Museum and tourist information as required;
- Sell tickets, receive cash and perform end-of-day cash reconciliation according to instruction;
- Monitor the frontline conditions and report and/or remedy concerns appropriate (including the appearance of the lobby and Saputo Hall, and rental spaces as required, changes in the state of exhibitions and workshop materials, equipment set-up, etc.);
- Assist with quality control in the Museum;
- Conduct ongoing and regular research to improve the quality of Museum presentations and to provide accurate and timely information;
- Develop a well-rounded, current knowledge of the Museum, including all departments and services in order to offer appropriate recommendations/ information to visitors;
- Conduct daily opening and closing operations of the Museum;
- Participate in appropriate committee activities, in team meetings and general Museum staff meetings when scheduling allows;
- Participate in rotational training and provide customer service to the Pier 21 Gift Shop and Scotia Bank Family History Centre as needed;
- Assume additional responsibilities as requested by the Interpretation and Visitor Experience Coordinator and Interpretation and Visitor Experience Manager.

**Human Resources Assistance**
- Help to orient and train new and seasonal Visitor Experience staff and volunteers.

**Administration**
- Help implement policies;
- Participate in appropriate committee activities and meetings as required;
- Promote inter-departmental initiatives;
- Provide support to the Interpretation and Visitor Experience Coordinator and Interpretation and Visitor Experience Manager.

**Risk Management**
- Report risk issues to the Interpretation and Visitor Experience Manager.

**Education, Knowledge & Experience**

**Skills and Qualifications - Required**
- Experience working in a public-facing position;
- Bachelor’s degree or certificate in related discipline such as history, education, tourism or an equivalent in years of experience through demonstrated ability;
- High level of customer service skills and knowledge;
- Well-developed communication, leadership and organizational skills;
- An outwardly consistent, positive and enthusiastic attitude;
- A demonstrated excellent understanding of how to provide exceptional visitor service;
- High accuracy in performing cash, debit and credit transactions;
- Dedicated to keeping all forms and reports constantly up-to-date and accurate;
- The ability to remain calm and professional under frequently changing and stressful circumstances;
- Comfort with public speaking;
- Fluency in English and French, written and oral.

**Skills and Qualifications - Desired**
- Fluency in languages other than English and French is an asset;
- Experience serving the public within a high traffic environment either within a museum, visitor attraction and/or customer service position;
- Experience in delivering exceptional museum interpretation and/or tours;
- Experience leading activities for children;
- Experience in a team environment;
- Experience working with volunteers.

**Competencies**
- **Customer Focus** - knowledge and ability to provide high levels of service to both internal and external customers, leading to high customer satisfaction and established relationships in a customer-centric environment.
- **Communication** - knowledge of various communication methods, and the ability to present and receive information in the most appropriate matter.
- **Problem Solving** - knowledge of problem-solving and decision-making techniques, and the ability to generate solutions to problems and decide on a course of action.
- **Adaptability** - ability to

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