Guest Services Representative

**About Little Canada**

Our vision is to entertain our guests with a magical journey of discovery through Canada in miniature, that will be amazing, exciting, and meaningful for all ages.

Our mission is to evoke a sense of wonder and curiosity about Canada. To make you feel at home, welcomed, cared for, and connected to Canada

Little Canada is a vast, highly detailed and animated journey through Canada in miniature. This permanent attraction will open in summer 2021 in the heart of downtown Toronto, in a 50,000 square foot facility. Our goal is to be a top 10 attraction in Toronto, with anticipated attendance of over 500,000/year.

**Our Big 5 Values**:

- We create to amaze - the astonishment of our guests is our inspiration
- We're naturally curious - we're eager to learn
- We are family - we support each other
- We're better together - we bring out the extraordinary in each other
- We're serious about fun - like any self-respecting Canadian, we don't take ourselves too seriously

**Job Overview**

An Experience Guide works in many positions throughout Little Canada and is the primary guest-facing team member. Their primary role is to provide an amazing experience to Little Canada’s guests and helping them to connect to Canada. It is vital in this position to provide a welcoming and approachable atmosphere to ensure all our guests receive the care they need. 

**What you'll be doing**:

- Experience Guides act as the first point of contact when a guests arrive to Little Canada, assessing guests’ needs and directing them appropriately.
- Within our Little Destinations, Experience Guides help our guests connect to Canada. They answer questions, tell stories, encourage exploration, and help with directions.
- Experience Guides are also responsible for managing the queue and entrance into Little Canada by scanning tickets and providing briefings.

**What you possess**:

- Open availability, especially weekends.
- An ability to interact with large groups of people, retain and communicate information, and be engaging.
- Experience in a customer service role.
- A welcoming and approachable demeanor. Easy to talk with; warm, pleasant and gracious; can put others at ease.
- A love for great service, recognizing and anticipating guests’ needs before they are communicated and going above and beyond to exceed guest expectations.
- Interpersonal skills: ability to relate well to all kinds of people; build rapport and work collaboratively with a team; be diplomatic; diffuse tense situations and respond to upset guests appropriately.
- Written & verbal fluency in English.

**The ideal individual will**:

- Have experience in museums, tourist attractions or in addressing large groups of people.
- Have a desire to work for an organization committed to making a positive impact on people's lives.
- Have a constant desire to learn, grow, explore, connect, and think outside the box.

**A bonus if you have**:

- The ability to speak additional languages.
- Experience working with children and families.

**Working Conditions**
- This role will be based at 10 Dundas East, in the heart of downtown Toronto.
- Experience Guides can expect to be interacting with guests continually throughout their shift; they will need to stand or walk for long periods of a time and conduct moderate lifting.
- Experience Guides will work rotating shifts; weekdays, weekends, evenings, and holidays.
- Be willing to follow all health & safety policies and procedures and wear Personal Protective Equipment (PPE) as required.

**Equity Statement**:
This job description is provided to capture the primary components of this role. It is not meant to be an exhaustive list. An individual may be required to perform other tasks which may not be listed but are consistent with the general intent of this role.

From time to time, Little Canada may make changes to this job description. Reasons for such changes include, but are not limited to, changes in business processes and practices, technology changes, legal requirements, customer feedback, or changes to organization structure and reporting relationships.

**Salary**: $19.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Evenings
- Evening shift
- Morning shift
- Weekend availability