Visitor Experience Lead

**Organization Overview**

The Royal Canadian Mounted Police (RCMP) is one of Canada’s longest-standing institutions and is deeply embedded in the history and unfolding story of our country. The RCMP and its symbols - the “red serge”, Mounties on horseback, and the Musical Ride - have become icons of Canadian Heritage familiar around the world.

The RCMP Heritage Centre represents a rich space for historical preservation, exploration of alternate perspectives, and the pursuit of reconciliation. It has become a major tourism destination and centre that celebrates the traditions and history of the RCMP. More recently, the RCMP Heritage Centre is embarking on an exciting new chapter of its own story by undergoing the process to become established as a National Museum in Canada, embracing a new vision with social impact.

To prepare for the path ahead, the Centre is building a team today who is bold, passionate, collaborative, and up for the challenge as we take this journey together and deliver on a vision of _celebration and discovery; reconciliation and reflection,_ for all Canadians.

**Position Overview**

Reporting to the Manager of Retail, and directed by the CEO and Manager of Retail, the Visitor Experience Lead is responsible for developing, overseeing, and delivering an outstanding visitor experience, and supporting the RCMP Heritage Centre’s key strategic priorities and growing operational demands. This role is a unique, and new opportunity with a profound responsibility to make a valued contribution to the overall success of the RCMP Heritage Centre through our admissions, facility rentals, gift shop, and customer service touchpoints.

The Centre welcomes around 33,000 guests a year from around the world. As the first point of contact, you will play an important role in creating a positive and inviting welcome to guests as far away as Nigeria, Switzerland, Brazil, Scotland and many more countries, and returning visitors from Regina, Saskatchewan, and across Canada.

This role requires someone who is knowledgeable about our strategic direction, and core business. You will share your flair for excellent customer service, and welcome and assist visitors, enhance their experience, inform visitors of special programs, support marketing by sharing information about “what’s going on at the Centre”, stay on top of the events calendar, lead the admissions desk, and support the gift shop.

Visitor experience is an ongoing, continuous drive for excellence. You will consider every touchpoint, and work with the team to enhance and support an engaging, welcoming, friendly, accessible, and comfortable experience for all visitors and customers.

**Responsibilities and Duties**:

- You will be responsible for understanding the organization’s strategic priorities and initiatives and develop a deep understanding of our products and services.
- Work with oversight from the CEO to develop key admissions policies and protocol.
- Lead the visitor experience to deliver the day to day operations, including building presentation standards, visitor flow, visitor assistance, identifying visitor needs, welcome and wayfinding, access and health and safety.
- You will be responsible for supporting the Facilities Coordinator for event rentals, including providing support with set-up and tear-down and being apprised of the calendar of events.
- Providing retail services support in the gift shop when necessary.
- You will be the lead for specific, recurrent events (set-up, tear-down, coffee station, etc.) such as the weekly Veterans coffee.
- You will be required to work a few weekend shifts every month. Some evening hours will be required for special events.
- Working closely with the Marketing & Communications team, you will develop a deep understanding of the current promotions, key messages, and how to promote the activities and events of the Centre.
- Act as duty manager when on shift with summer students (during summer season - May through August).
- Assisting with coordination of volunteers for special events and as needed.
- Working closely with the Programming team to understand program content, identify how visitor services supports programming, identify strategic alignment or relevant overlaps or areas of support.
- Be a welcoming and informative first point of contact for visitors to the Centre - whether they are ticket-holders, meetings guests, bus tours, school groups, etc.
- Build and maintain positive relationships with veterans and partners (F Division, Depot Division).
- Ensure the admissions process and desk are tidy, functional, welcoming, up to date.
- Tracking and reporting visitor data to the CEO and Manager of Retail on request, and for quarterly Board meetings.
- You will be required, at times, to be present for or attend special events, galas, fundraisers or networking events on behalf of the RCMP Heritage Centre.

**Qualifications**:

- Minimum of 3 years experience in customer service, tou