Visitor Services Team Leader

The Visitor Services Team Leader assists the Manager / Director of Visitor Services in training and overseeing the staff and operations of the Visitor Information Centre and Visitor Services programs. Duties include guiding and supporting the Visitor Services team in providing information on Kingston visitor attractions, events, accommodations, businesses, and services. The Team Leader provides excellent customer service in person and online. They also support the Tourism Kingston sales, marketing, and other key portfolios in a variety of tasks and special events. This position is based at the Visitor Information Centre but may also work off-site at key visitor attractions and tour locations in Kingston. This is a bilingual (English/French) position.

Job Requirements

Key Responsibilities

Customer Service

• Promote services, products, and properties of tourism partners to visitors.
• Work in partnership with other employees to maximize the Centre’s sales and in-store presence.
• Ensure that tourism literature is regularly stocked and current.
• Collect and input visitor data into CRM software.
• Lead by example.

Operations

• Assist in the operations of a safe, welcoming, and successful Visitor Information Centre.
• Generate and process ticket and merchandise sales.
• Review and ensure accuracy in all transactions, inventory, and procedures.
• Review merchandising on a daily basis and ensure that displays are stocked appropriately.
• Ensure a welcoming, informative space for visitors inside and outside the Centre. This may include creating spaces for special events on the patio, setting up A-frames, or selecting appropriate music playlists.
• Assist in ensuring all tasks and daily procedures are completed and meet expectations.
• Review operating practices with the Visitor Information Centre leadership team and implement improvements where necessary in order to exceed annual plan goals.
• Provide training for the Visitor Information Centre employees in all aspects of operations.
• Other projects as directed by the Visitor Services Manager and Tourism Kingston administration.

Required Skills and Experience

• Minimum two years of relevant experience in customer service or retail.
• Valid driver’s license with a reliable vehicle.
• Demonstrated leadership experience.
• Team player with the confidence to represent the Kingston brand and Tourism Kingston professionally, including presenting to community partners.
• Decisive and insight-driven decision-maker with ability to thrive in a fast-paced environment with competing demands.
• Polished and effective communicator capable of leading discussions, directing and redirecting staff, and building consensus across stakeholders.
• Creative and innovation-minded individual who proactively seeks opportunities to enhance and/or refine strategies and plans.
• Supportive and team-oriented; enjoys collaboration and contributing to a positive work culture.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint).
• Working knowledge of Square retail software is considered an asset.

Working Conditions

This position is based at Tourism Kingston’s Visitor Information Centre in downtown Kingston, Ontario. The position requires varied hours of work to carry out the duties assigned and will work a maximum of 30 hours per week. This position is expected to be available to work early mornings, evenings, Saturdays, Sundays, and statutory holidays as required.

Disclaimer

This job description is meant to describe the general nature of work being performed. It is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent.

Hiring Process

• Initial Phone Screen
• In-Depth Interview
• Reference Checks
• Offer

How to apply

Submit your resume and cover letter to angelica@tourismkingston.com.