Specialist, Guest Experience

**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 for 2022, 2023 and 2024

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.

The Guest Experience Specialisthaving been cross trained in several areas is able to work throughout Little Canada ensuring guests are receiving the experience that Little Canada promises, putting the guest at the centre of everything we do. They live Little Canada’s Service Vision every day of making our guests and team feel at home; welcomed, cared for, and connected.

**What you’ll do**:

- Conducting site tours for groups and individuals (for special visiting groups, people with special needs, seniors, VIPs, etc.). Be comfortable speaking to small and large groups of people of all ages.
- Greeting and welcoming tour groups upon their arrival at each destination. Dealing skillfully with a variety of visitors under a variety of circumstances and continually keeping informed about changes in exhibits destinations.
- Assisting with special event programs, during evenings, nights and weekends, outside of regular operating hours.
- Supporting your team members at different functions when needed, including but not limited to Littlization Station, Welcome Desk, Guiding, Café or Gift Shop.
- Amusing the guests with informative storytelling about Canada in general and each destination in particular from history, heritage, and art perspectives.
- Aligns oneself with and encourage others to align with company decisions. Set clear call well defined desired outcomes for work activity.
- Leads by example and encourages teamwork. Uses new information or approaches to overcome major resistance or objections.
- Effectively responds to guest needs, putting them at the centre of everything we do.
- Always maintain on-stage presence on the floor
- Adherence to all HR and Health & Safety training and policies
- Coaching and Mentoring of Junior Associates, Associates and Senior Associates
- Facilitate daily opening & closing shifts and procedures
- Assisting with daily rotation scheduling and coverage of break for team members
- Conduct cash ins, cash outs, cash escorts, counting cash floats and preparing daily deposits.
- Teams-Shifts Scheduling

**What you need**:

- **Guest Attention - **Recognizing and anticipating guest needs proactively. Going above and beyond to exceed guest expectations.
- **Communication Skills - **Clear and respectful verbal and written communication. Ability to convey information effectively to guests and team members.
- **Organizational Skills - **Capability to manage multiple tasks and prioritize effectively in a busy environment.
- **Technical Ability - **Proficiency in using relevant technology and tools for guest interaction and service.
- **Problem Solving - **Ability to analyze guest needs and provide effective solutions.
- **Interpersonal Skills - **Build