Coordinator Information Centre

**Job ID**: 52432 **Job Category**:Customer Service **Division & Section**:Economic Development & Culture, EDC Entertainment Industries **Work Location**:City Hall, 100 Queen St W, Toronto, M5H 2N1 **Job Type & Duration**:Full-time, Permanent Vacancy **Hourly Rate and Wage Grade**:$33.34 - $36.55 **Shift Information**: Monday to Sunday, 35 hours per week **Affiliation**: L79 Full-time **Number of Positions Open**: 1 **Posting Period**: 17-Jan-2025 to 30-Jan-2025 Join the award-winning Toronto Public Service as Coordinator Information Centre within our Economic Development and Culture Division. This position is an important part of Visitor Services, a portfolio of programs in the Visitor Economy Office that seek to improve visitor experience and cultural/economic impact in Toronto. The Tourist Information Centre in Union Station services up to 10,000 people per year and provides insight in the needs of visitors to Toronto. Through coordination of the Tourist Information Centre at Union Station and work supporting other visitor information initiatives, this position plays a central role helping implement direct outreach to welcome and inform visitors, newcomers and residents and to support people and organizations that work with visitors. We are seeking an individual with Toronto knowledge, a passion to connect with visitors and experience/capability to organize the logistics and day to day operations of the tourist information centre while seamlessly supporting other visitor information initiatives such as the Festivals & Events Calendar. **Major Responsibilities**: - Monitors sales transactions (including balancing and cash deposits if required). Ensures team is following procedures and relays information up to Manager as applicable. - Monitors and reports on performance metrics, staff/visitor feedback/observations, sales transactions and evaluation of service including preparing summary reports and working with Manager to set up templates and systems for recording metrics and making recommendations. - Monitors, orders and maintains unit supplies and information resource stock (e.g. brochures, maps and other tourist information). - Ensures information repositories are up-to-date and organized (e.g., the Festival and Events calendar, hotel and attractions information). - Coordinates the production of any centre-specific information resources for distribution such as the "What's Happening" event listings (from on-line calendar). - Maintains a good relationship with stakeholders/neighbours including proactive outreach/communications with internal and external stakeholders and information sources (attractions, events) including partners near the centre (e.g., Traveller's Aid, GO Transit, TTC, and Union Pearson Express). - Coordinates the production of any Centre specific information resources for distribution. - Supports broader visitor services programs that pull information from the City's front of house operations through relaying information to appropriate staff and/or repository including drafting copies for web and newsletter content. - Assists, coaches and trains part time staff, as needed, in the provision of customer service and information when assisting visitors (face to face or virtual). Provides training regarding general procedures. - Monitors, identifies and addresses areas for improvement utilizing part time staff and visitor feedback/observations. - Provides program support administration such as ordering uniforms and scheduling the staff, including ensuring coverage in the event of unexpected part time staff absences. Reports attendance and hours worked. - Ensures a clean, professional work area is maintained. **Key Qualifications**: - Experience coordinating in a public facing role requiring a high degree of responsibility and self-direction, as well as problem resolution and experience in coaching and training staff. - Experience providing information on tourist attractions, neighbourhoods, festivals, and events. - Experience assessing needs and interests of individual clients and determine appropriate responses and advice. - Experience in performing administrative functions in an office environment. - Post secondary education in tourism and hospitality and/or equivalent combination of education and experience. **You must also have**: - Excellent organizational, administrative, troubleshooting and customer service skills. - Ability to act in a leadership role in a customer service function, work closely with staff, politicians and engage the public from many socially diverse backgrounds required. - Ability to make effective decisions and exercise sound judgement that promotes and fosters teamwork. - Ability to embrace and manage change in line with the mission and priorities of the division. - Highly developed interpersonal skills to establish effective working relationships and interact effectively with divisional and corporate staff, external agencies, politicians, other le