Visitor Services Manager

Job Summary
We are seeking a dedicated and experienced Visitor Services Manager to oversee our service operations and ensure exceptional customer satisfaction. The ideal candidate will possess strong leadership skills, a passion for hospitality, and the ability to effectively manage a team in a fast-paced environment. This role requires a focus on enhancing guest experiences while maintaining high standards of service delivery. This position provides an exciting opportunity to contribute to the tourism and visitor experience in Nanaimo, playing an essential role in managing VIC operations, supporting staff development, and fostering industry collaborations.

Key Responsibilities:

1. Leadership: Manage VIC staff and collaborate with the Executive team to implement effective employee processes and resources for service execution. Facilitate training, FAM’s and create an inclusive, welcoming environment for staff.
2. Scheduling & Budgeting: Oversee monthly schedules and budgets, ensuring updates and reporting are aligned with organizational goals.
3. Operational Management: Manage retail sales, accounts reconciliation, office equipment, and operational reporting.
4. Program Development: Assist in creating reports/presentations related to VIC and volunteer programs, ensuring professionalism in formatting, grammar, and structure.
5. Volunteer Coordination: Support the Volunteer Coordinator with management of the Ambassador Program.
6. Budgeting & Financial Oversight: Oversee VIC operational budgets and work closely with the bookkeeper to ensure accurate reporting.
7. Stakeholder Engagement: Communicate updates and ensure resources meet visitor needs, identifying gaps and implementing improvements.
8. Event Management: Identify, register, and attend Visitor facing events as per annual planning.
9. Strategic Planning & Reporting: Collaborate with the Executive team to develop the Annual VIC Plan, retail program, and reimagine visitor services (branding, resources, guide).
10. Reporting & Communication: Attend weekly team meetings and provide Monthly reports on the operations of the Visitor Centre. Work with the marketing team to provide Visitor Services updates for the industry newsletter.

Experience & Skills:

1. Supervisory or management experience in a tourism-related environment.
2. Strong organizational, interpersonal, and communication skills.
3. Ability to multitask, prioritize, and work with minimal supervision.
4. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and Gmail Business Suite.
5. Experience in data collection, report generation, and spreadsheet management.
6. Strong problem-solving and decision-making skills, particularly in high-pressure situations.
7. Ability to maintain a positive, welcoming environment for both visitors and staff.
8. Attend and actively participate in team meetings and industry events.
9. Ensure a high level of service quality and operational efficiency.
10. Support the recruitment, training, and evaluation of VIC staff.
11. Foster a collaborative work environment across internal and external stakeholders.

Join our team as a Visitor Service Manager, where you can make a significant impact on our Visitor's experiences while leading a passionate team dedicated to excellence in service.

Tourism Nanaimo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees and applicants are treated with respect and provided equal employment opportunities without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, disability, or any other characteristic protected by law. We encourage diversity and welcome applicants from all backgrounds.

Job Type: Full-time

Pay: $54,000.00 per year

Benefits:

• Dental care
• Extended health care
• French not required

Schedule:

• 8 hour shift

Location: