SUPERVISOR, VISITOR SERVICES (BILINGUAL EN & FR)

Tourism Kingston • Kingston, ON

4d • Onsite

About The Position

Are you passionate about showcasing the best of Kingston to visitors from near and far? Join our team as the Supervisor of Visitor Services! In this role, you will assist the Visitor Services Specialist and in training, coaching, and supporting the operations of the Visitor Information Centre and Visitor Services Programs. You will support the team in providing guidance on Kingston's attractions, events, accommodations, businesses, and services, ensuring top-notch customer service both in person and online. Additionally, you will contribute to sales, marketing, and promotional efforts through a variety of tasks. While based at the Visitor Information Centre, you will also work off-site at key visitor attractions and tour locations in Kingston.

Requirements

• Minimum of two years of relevant experience in customer service or retail.
• Valid driver’s license with access to a vehicle.
• Bilingual proficiency in English and French.
• Strong understanding of Kingston's local attractions and services.
• Demonstrated leadership experience.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint).
• First aid certification: Ensuring visitor safety and being prepared for emergencies.

Nice To Haves

• Working knowledge of Square retail software.
• Experience using Connecteam platform.
• Experience in e-commerce platform management.
• Familiarity with CRM software.
• Previous experience in tourism or hospitality.
• Marketing and promotional skills.

Responsibilities

• Deliver visitor service excellence with a friendly and welcoming attitude.
• Promote the services, products, and properties of our tourism partners to visitors.
• Collaborate with colleagues to maximize the centre’s sales and in-store presence.
• Ensure tourism literature is regularly stocked and up-to-date.
• Collect and input visitor data into CRM software.
• Lead by example in all customer service activities
• Assist in maintaining a safe, welcoming, and successful Visitor Information Centre.
• Generate and process ticket and merchandise sales.
• Train and coach employees in promoting attraction and event tickets, as well as merchandise sales.
• Review merchandising daily and ensure displays are attractively stocked
• Create a welcoming and informative space for visitors, both inside and outside the centre. This may include setting up special event spaces on the patio, arranging A-frames, or selecting appropriate music playlists.
• Assist in ensuring general cleaning duties and daily procedures are completed to expectations.
• Collaborate with the VIC Leadership Team to review and improve operating practices, aiming to exceed annual plan goals.
• Develop and provide training for Visitor Information Centre employees in all aspects of operations, including historical and sustainability programs.
• Undertake other projects as directed by the Visitor Services Specialist and the Tourism Kingston office.
• Monitor and update the e-commerce platform to ensure it is current and functioning optimally.
• Maintain a clean, welcoming, and professional Visitor Information Centre environment
• Perform routine cleaning and tidying of visitor and staff areas
• Ensure visitor-facing spaces, displays, and information areas are organized and presentable
• Monitor inventory levels and restock supplies, literature, and merchandise as needed
• Report facility, equipment, or maintenance concerns to the appropriate team members

Benefits

• Extended Health Care — Prescription drug coverage, paramedical services, vision care, medical supplies, travel coverage, Teladoc virtual care, and Employee Assistance Program (EAP)
• Dental Care
• Health Spending & Wellness Account
• EAP & Perks — Access to TELUS Health One & LifeWorks for mental health and wellness support
• Online Telehealth & Pharmacy — Access to Maple Health virtual care

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed