Guest Experience Associate

5 months ago

Toronto, Canada Little Canada Full time

**About Little Canada**

Little Canada is a highly detailed and animated journey through Canada in miniature. This 45,000 square ft. permanent attraction opened summer 2021 in the heart of downtown Toronto and occupies two floors at The Tenor building (Yonge-Dundas Square). Little Canada was voted Ontario's top indoor attraction 2022 and 2023.

Experience Vision: To make you feel at home; welcomed, cared for, and connected to Canada.

Mission: To entertain their guests with a magical journey of discovery through Canada in miniature, that will be amazing, exciting, and meaningful for all ages.

**Our Big 5 Values and what they look like for this role**:
1. We create to amaze - the astonishment of our guests is our inspiration
- You understand that the guest reaction is our ultimate inspiration. You see your contributions through the eyes of the guest and understand how to work with your team mates to create the guest experience._

2. We’re naturally curious - we’re eager to learn
- You ask why? And why not? You see problems as opportunities to be figured out._

3. We are family - we support each other
- You demonstrate this in the compassion and empathy you have for your teammates, both on your direct team and across the company. You know more than just their names; you make a point of learning who they are. _

4. We’re better together - we bring out the extraordinary in each other
- You see the strengths and potential in your teammates, and you support and rely on them to help reach your shared team goals._

5. We’re serious about fun - like any self-respecting Canadian, we don’t take ourselves too seriously
- You actively participate in and encourage others in creating opportunities for fun._

**What you’ll provide**:
Wisdom - Take what you know and use it to go the extra mile for our Guests.

Bravery - Seek out Guest contact, do not shy away from it.

Love - Warmly welcome each Guest to begin, and genuinely thank them for coming to conclude.

Honesty - Be honest with what you don’t know (and keep Guests informed with what you have done to find out).

Humility - Make our Guests feel like the most important person in the room.

Respect - Defend the Guest experience from distraction and add to it with intention.

**Job Overview**

An Associate in the Guest Experience department may wear many hats. Associates must be flexible in varied job duties and positions. Below are the positions that an Associate may be expected to work:
1. Welcome Desk - an Associate at the Welcome Desk may be the first point of contact when a guest arrives to Little Canada. It is vital in this position to provide a welcoming and approachable atmosphere to ensure all our guests receive the care they need.

2. Experience Guide - an Associate who works the position of experience guide on the floor will rotate through several positions, typically paired with a more seasoned team member. In the _Greeter _position, it is vital to provide a welcoming and approachable demeanor to set a welcome tone. The _Customs _position is a Destination in itself; preparing and invigorating guests for the rest of their journey. The core of the experience guide role is within our Little Destinations is to help our guests connect to Canada through answering questions, encouraging exploration, and helping our Guests flow between Destinations.

3. Littlization Station Attendant - an Associate at the Littlization Station encourages our Littlization experience where guests can step into our 3D scanner, get turned into a miniature version of themselves, and then be placed into Little Canada’s world. The station attendants will help guests register, choose an appropriate pose, get scanned and encourage the sale after being scanned.

4. Café Attendant - an Associate at our Little Bites Café ensures a warm, clean, hygienic and welcoming environment that allows guests to rest and indulge in delicious food and beverages. The goal is to provide efficient, speedy service and a lasting positive impression on our guests, to ensure they know we can’t wait to see them again, and they are welcome back anytime.

5. Retail Attendant - an Associate at our Little Things Gift Shop will create a welcoming atmosphere for our guests, connect with our guests on their visit and help them choose from a variety of products, process transactions and returns, thank them and wish them back. Our retail attendants play a vital role in our guest experience as it is the last touch point with our guests before they depart.

**What you’ll do**:

- Greeting and welcoming guests upon their arrival in your area and providing WOW Service, whether that be at the front desk processing admission or as an experience guide helping our guests navigate the experience, at the Littlization station taking photos and upselling or at the Café serving food and beverage or the Gift Shop helping you find something to take home with you.
- Supporting your team members at different functions

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