Visitor Services

Job Information
Job Title: Visitor Services
Job Requisition ID: 63719
Ministry: Environment and Protected Areas
Location: Calgary
Full or Part-Time: Full-Time
Hours of Work: Up to 36.25 hours per week
Permanent/Temporary: Temporary (Seasonal WAGE)
Scope: Open Competition
Closing Date: October 28, 2024
Classification: Administrative Support 3 (013ASA)
Salary: ​$22.00 to $26.77 per hour

There is an additional 11.2% added to the hourly rate in lieu paid holidays and vacation:
• 5.2% of regular wage earnings instead of paid holidays
• 6% of regular wage earnings instead of annual vacation pay

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit: https://www.alberta.ca/diversity-inclusion-policy.aspx.

We work to protect and enhance Alberta’s environment and ecosystems to ensure a sustainable future, making life better for Albertans.

For more information about the Ministry of Environment and Protected Areas, please visit our website at: https://www.alberta.ca/environment-and-protected-areas.aspx

Role Responsibilities

The Visitor Services role, reporting to the Bow Habitat Station (BHS) Marketing and Visitor Services Coordinator, is focused on visitor engagement and experiences of all ages and abilities to deliver essential environmental education messages through BHS programs, services, events and activities.

Key responsibilities include:
• Crafting exceptional visitor experiences at every touchpoint of their customer journey from online to on-site.
• Processing admission, equipment rentals, café and gift shop sales, and managing and maintaining inventories of required resources.
• Responding to phone, in person and email inquiries.
• Facilitating bookings.
• Collecting visitor feedback and data.
• Supporting with the marketing of all programs, events and activities through content creation in all forms.

This position collaborates with a larger front-line team and adheres to established policies and procedures to ensure quality and consistency in visitor services.

As a Visitor Services representative, you will lead the delivery and support the development of Bow Habitat Station’s front-line visitor services by providing professional, friendly, and accurate information. Through various communication pathways and channels, you will lead the charge on implementing BHS’ Visitor Services Strategy that goes beyond ticket sales and loyalty programs, and aims to foster community and lifelong connections with Alberta’s environment.

You will also:
• Analyze and troubleshoot operational issues, implementing effective solutions while monitoring visitor services policies and maintaining point-of-sale systems.
• Deliver public programs and educational messages, including fish feeding activities and Fish Hatchery Tours, while collecting feedback and statistics to enhance service quality.
• Collaborate with the broader BHS team to maintain program resources, and develop educational content aligned with environmental education strategies.
• Ensure a positive visitor experience by maintaining knowledge of BHS programs, monitoring displays, and assisting and training volunteers.
• Foster positive relationships with coworkers, visitors, and stakeholders, uphold Alberta public service (APS) quality service standards, and engage in ongoing learning and special projects as directed.

This multifaceted role requires a dedicated individual who is an exceptional communicator and able to adapt in a changing environment while being committed to providing exceptional service to all visitors.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Agility: The capacity to anticipate, evaluate, and swiftly adapt to shifting priorities, maintain resilience during uncertain times, and excel in a dynamic work environment.

• Building Collaborative Environments: Taking the lead in creating conditions and atmospheres that foster effective collaboration, enabling individuals to work together productively to achieve shared objectives. Demonstrates respect for others’ input and expertise and is willing to learn from others by encouraging open and considerate discussion of issues.

• Systems Thinking: Recognizing that tasks performed within the Alberta Public Service (APS) are part of a broader, interconnected environment. It is essential to comprehend that activities within one segment of the APS can have far-reaching impacts on other groups and projects, both within and outside the organization. Systems thinking helps us consider these wider consequences and connections.

• Creative Problem Solving: The ability to evaluate options and consequences in novel ways to develop innovative solutions and achieve desired outcomes.

• Drive for Results: Effectively sets goals to prioritize work, and proactively seeks advice or guidance when needed. Recognizes program objectives and ones’ own contributions through service delivery, performance, and interpersonal interactions to ensure future success.

• Develop Self and Others: Takes initiative to stay current on skills, approaches, and technologies in their field of work. Reflects on own performance to understand success, participates in developmental activities, and contributes to team learning by sharing information, knowledge, and experiences.

Qualifications

Minimum requirement - High school diploma with one year of related experience in in-person customer service.

Equivalency: Directly related education or experience considered on the basis of:
• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education.

Additional Requirements:
• Ability to obtain a clear criminal record check with a vulnerable sector check.
• Ability to secure a valid Standard First Aid Level C with AED certificate.
• Flexibility to work a shifted schedule, typically Tuesdays through Saturdays, and occasional evening shifts.

Assets:
• Proven experience in delivering exceptional, high-quality customer service to individuals of all ages and abilities.
• Strong verbal and written communication skills, with demonstrated ability to convey information effectively to various audiences via phone, in person, and in writing.
• Proficiency in relevant software and information systems, including point-of-sale systems, Microsoft Office Suite, and various internet/web applications.
• Knowledge of Alberta’s fish, wildlife, and biodiversity is considered an asset.
• Experience in a fast-paced, client- and quality-focused environment.
• Ability to identify and address issues or inefficiencies, along with the capability to develop and communicate actionable recommendations for program and service improvement.

*All candidates must be 18 years of age or older as of Jan 1, 2025, or prior to start date.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

This competition is recruiting for:
• Visitor Services (Admin support 3) (Wage)

All candidates must be 18 years of age or older as of Jan 1, 2025, or prior to their start date. Additionally, all candidates must undergo a clear criminal record check, including a vulnerable sector check.

What We Offer:
• Wage employees receive 11.2% in addition to regular wage earnings in lieu of paid holidays and vacation leave:
• 5.2% of regular wage earnings instead of paid holidays
• 6% of regular wage earnings instead of annual vacation pay.
• Shift differential and opportunity to work overtime, evening, and weekend shifts.

About Your Application:
• Terms of employment in your resume are to be identified in dates, months, and years, highlighting applicable duties or achievements at the respective role.
• Those selected for an interview are requested to bring three (3) work-related references.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Candidates are required to apply for a job online. Please visit https://www.alberta.ca/job-application-resources#before for more information. Please visit Recruitment Principles, for more information.

It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)(https://www.alberta.ca/international-qualifications-assessment.aspx) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (https://canalliance.org/en/default.html).

It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.


Closing Statement
This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Alba Ngjelo at [email protected].