Bilingual Visitor Experience Coordinator

**General**

Reporting to the Manager of Café and Visitor Experience, the Visitor Experience Coordinator is an energetic, detail-oriented, and results-driven team player with a passion for providing excellent customer service. This key frontline position is the first point of contact for many Museum visitors and is responsible for operating the central switchboard and welcoming and directing visitors, as well as providing guidance, support, and scheduling for the Visitor Experience Associates (VEAs). The Visitor Experience Coordinator assists in providing an exceptional visitor experience in the Museum’s frontline areas - Reception, Box Office, Museum Shop, and Planetarium Theatre - and must exercise professionalism, initiative, and sound judgment in an enthusiastic manner when working with the VEAs, the public, and internal and external customers. Fluency in both official languages is required for this position.

**Key Accountabilities & Typical Duties**

**A. Priority 1: Visitor Experience and Frontline Liaison (45%)**

When engaging with visitors, the Visitor Experience Coordinator is to facilitate a positive visitor experience by welcoming visitors and answering inquiries in a friendly and competent manner to encourage repeat visits, increased sales, and Museum loyalty (membership). When engaging with Museum staff, the Visitor Experience Coordinator is to assist in the coordination of the flow of basic operational information between departments and frontline staff.

i. Maintain a constant staff presence at the front reception desk, welcome and direct visitors and school groups, answer visitor inquiries, and provide information in both official languages.

ii. With oversight from the Manager of the Café and Visitor Services, ensure proper staffing of all front-line areas (Box Offices, Planetarium Theatre entrance, Museum Shop, Reception Desk, and special events) by preparing monthly staff schedules that balance quality visitor services with the constraint of allocated budgets.

iv. Ensure Visitor Experience/Customer Service standards are achieved across all frontline areas.

v. Control and maintain the cash function of all Box Office floats.

vi. Respond to, resolve, and track all visitor comments and complaints by calling upon the appropriate Manager as needed. Encourage visitors to fill out a comment card/online comment form.

vii. Connect visitors arriving at the Museum for meetings with the appropriate staff members, ensuring they are signed in and are assigned an appropriate visitor/contractor Badge.

viii. Assist in relaying information from departments to front-line staff (i.e. show changes, staff absences, etc.).

ix. Assist in always maintaining excellent housekeeping standards at the front desk and in the foyer.

x. Ensure signage in all public areas is accurate and create temporary signage as needed (i.e. elevator down).

xi. Ensure the update of visitor services messaging at all touch points including switchboard, info line, hours of operation, signage, visitor map and brochures, website, and messaging for amenities (lockers, etc.)

xii. Act as a Fire Monitor and provide instructions and guidance to staff and visitors. Make emergency evacuation announcements over the loudspeaker when it is safe to do so.

xiii. Stay up to date on Museum events, promotions, and procedures to inform and assist visitors.

**B. Priority 2: Visitor Services Associates Leadership & Support (30%)**

To provide guidance and support to the Visitor Experience Associates (VEAs) to ensure seamless operations and an exceptional visitor experience.

ii. Schedule VEAs for shifts and other special events.

iii. Coordinate daily VEA schedule due to last-minute changes (sick staff, frontline demands, etc.). Approve bi-weekly staff timesheets with Manager oversight.

iv. Provide input on staffing issues concerning supervision, direction and control of employees to the Manager of Café and Visitor Experience.

v. Control and maintain the cash function of all Box Office floats.

vi. Act as a backup VEA and fill in at the Box Office, Museum Shop, and/or Planetarium Theatre as required.

vii. Ensure all Museum policies and procedures are followed by VEAs (i.e. Dress Code, Social Media Use, etc.).

**C. Priority 3: Administrative Support (20%)**

To provide support to various Museum departments for the Museum to function more effectively.

i. Maintain digital/hard copy of reception files and keep them organized and easily accessible.

ii. Maintain Museum staff phone directory by updating the list as staff changes occur and notify all staff.

iii. Compile data and complete reports as needed.

iv. Assist with processing refunds/exchanges and liaising with the Business Office to make balancing error corrections as needed. Assist in following up on additional training for Visitor Experience Associates as needed.

v. Keep track of parcel deliveries, special events, and staff movements (i.e. meetings) daily.

vi. Act as the liaison betwee