Visitor Experience Manager

6 months ago

Bridgewater, Canada Lunenburg County Lifestyle Centre (LCLC) Full time

As a key member of the management team reporting to the General Manager, the Visitor Experience Manager is responsible for the daily operations of the visitor experience team (guest services, concessions and custodial). The Visitor Experience Manager plays a pivotal role in ensuring the delivery of exceptional customer service by the front of house team. Leading a dynamic group focused on enriching visitor satisfaction, this role is fundamental in promoting engagement and cultivating an inviting atmosphere at the LCLC.

**Roles and Responsibilities**

**Guest Services**
- Oversee Guest Services operations, ensuring adherence to documented procedures and ongoing staff training.
- Maintain comprehensive awareness of all programs, events, and activities within the LCLC.
- Manage transactions at the Guest Services Desk, including memberships, admissions, and program registrations.
- Serve as the primary administrator of the ticketing/registration system (Fusion), while also completing monthly reporting and reconciliations.

**Concessions**
- Provide oversight for Concessions operations, including inventory management, cost monitoring, and compliance with health and safety regulations.
- Program and maintain concessions point-of-sale software (Square) to optimize efficiency and profitability.

**Custodial**
- Direct Custodial operations, ensuring cleanliness, maintenance, and compliance with health and safety regulations.
- Develop and implement cleaning standards and schedules to maintain a high standard of facility hygiene.
- Manage inventory and ordering processes to ensure adequate supplies.

**Memberships**
- Support the planning and development of the Membership program to meet strategic goals.
- Manage all stages of membership acquisition, renewal, and retention, including revenue reconciliation and reporting.
- Act as the database administrator trouble shooting and resolving user account issues.
- Oversees the integrity of all data related to Members, including data entry, periodic data repairs and reports.
- Regularly review the business rules for data entry and management, to ensure best practices are being used throughout the department.
- Build admissions and registered programs and events in the database, troubleshoot errors and issues relating to admissions and programs.
- Process, update, and correct transactions for Members, Patrons, and other users with respect to user accounts, troubleshoot site failures, discount and event-related problems.

**Visitor Engagement and Satisfaction**:

- Devise strategies to enhance visitor engagement and satisfaction, gathering feedback to drive continuous improvement.
- Address any concerns or issues raised by visitors promptly and effectively.
- Collaborate with the events team to plan and execute engaging programs, activities, and events for visitors of all ages.
- Regularly assess the effectiveness of existing programs and suggest improvements or new initiatives to enhance visitor experiences.
- Develop and maintain communication channels to keep visitors informed about facility offerings and updates.
- Collaborate with the marketing team to promote LCLC offerings through various channels.
- Utilize data-driven insights to enhance member experience and inform marketing strategies.

**Team Leadership and Training**:

- Recruit, train, and supervise a team of guest service, custodial and concessions staff, ensuring they embody the center's values and service standards.
- Conduct regular team meetings and training sessions to foster a culture of excellence and continuous improvement.
- Provide coaching and support to staff to enable them to deliver exceptional customer service consistently.

**Core Competencies**:

- Strong leadership skills with a focus on customer service.
- Proficiency in computer systems and registration software.
- Strategic thinking and problem-solving abilities.
- Excellent communication and organizational skills.
- Flexibility to adapt to changing priorities and schedules.

**Qualifications**:

- Degree/Diploma in hospitality management, recreation management, business administration, or related field.
- Previous experience in a customer service-oriented role, preferably in hospitality, recreation, or entertainment.
- Leadership skills with the ability to motivate and inspire diverse teams.
- CPR and First Aid certification (or willingness to obtain).
- Serve Right and Food Safety certification (or willingness to obtain).
- Must provide a satisfactory Police Criminal Records Vulnerable Sector Check, and Child Abuse Registry Check.

Equivalencies will be considered.

**Job Types**: Full-time, Permanent

**Salary**: $55,000.00-$66,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- Day shift
- Evening shift
- Weekends as needed

**Experience**:

- Management: 3 years (preferred)

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