Job Title:

Guest Services Supervisor

Company:	H.R. MacMillan Space Centre
Location:	Vancouver , BC

Industry: Museum/Space Science Centre

Position Type: Auxiliary

Where: 1100 Chestnut Street, Vancouver, BC. V6J 3J9

Salary: $20.17 per hour

Pay Range (Steps 1 to 5): $20.17-$23.44

Position Overview

The H.R. MacMillan Space Centre is seeking a dynamic individual who will play a key role in enhancing the experience of visitors by providing excellent customer service at the ticket desk, planetarium theatre and exhibit gallery. Ideal candidates will have demonstrated experience working with families, students and volunteers in a tourism-related attraction, a proven ability to communicate with visitors in a fun and engaging manner, and the flexibility and initiative required to jump in and assist where needed.

This is an auxiliary staff position within the Guest Services department of the H.R. MacMillan Space Centre. The day-to-day reporting is to the Guest & Rentals Services Supervisor and hours of work including weekdays, evenings and weekends. This is supervisory reception, custodial, and cashiering work within the Space Centre complex. This position supervises and participates in the work of a group of auxiliary subordinates engaged in receiving, controlling, and providing information to visitors and acting as cashiers for sales of tickets.

Duties include maintaining simple records related to the work; and on some shifts supervises the security of the premises and on some shifts assists with rentals. Duties are preformed according to established policies and procedures. However, this position works without direct supervision on evening and weekend shifts. Work performance is evaluated by a superior in terms of the effectiveness of supervision and the quality of services to the public.

About Us

HR MacMillan Space Centre bring over 50 years of industry experience in the Museum and education industry. We provide a unique learning experience for schools and the public through our programs/shows, activities, demonstrations and interactive exhibit experience. We are a relatively small-sized lean crew that emphasizes the quality of our service and ensures the customer experience is top quality.

Our Commitment to Employment Equity

At the HR MacMillan Space Centre we sincerely believe that diversity, equity, and inclusion (DE&I) must be a part of how we function and operate as an organization. As such, were committed to ensuring that all qualified applicants regardless of race, colour, ancestry, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other identifiable characteristics are encouraged to apply for employment at the HR MacMillan Space Centre.

Duties and Responsibilities

Include but are not limited to:

Supervises, checks and participates in the work of a large group of subordinates engaged in cashiering, custodial, sales, reception, and seating patrons for programs and shows; controlling the space centre gallery, planetarium theatre, observatory, and public areas to ensure security of displays and building; assist with the delivery of services and/or programs which will enhance the visitor?s experience.
Provides training and instruction for new employees; arranges for on-call staff when schedules change.
Maintains a supervisor?s cash float; accepts and places cashiers? receipts and floats in safekeeping; maintains records of first aid, security, and general incidents, cash receipts, and attendance.
Supervises the security of all areas of the complex, investigates alarms and maintenance issues, and responds to emergency or problems with the public
Liaises with a variety of internal and external contacts on matters related to work; assisting a superior in the operations of Guest Services and implementing public and school programs.
Performs related work as required.

Qualifications

Experience working with the public in a museum/space science centre environment
Experience in special events, facility bookings and sales.
Completion of high school plus some experience related to work, or an equivalent combination of training and experience
Computer knowledge (Excel, Word, Outlook, ADP and ATMS)
Considerable knowledge of the policies and procedures for the operation of the complex
Excellent professional, organizational and communication skills with an ability to deal tactfully and firmly with patrons of all ages an asset
Considerable knowledge of the methods and procedures in receiving and recording cash remittances, and of the operation of cash registers and ticketing systems
Ability to:
- Supervise, check, and participate in the work of a large group of subordinates
- Supervise the security of a large complex and to deal tactfully and effectively with the public
- Perform administrative duties related to work

Knowledge and Skills

Experience with team leadership, motivating staff and leading by example.
Strong organizational skills and attention to detail and record keeping.
Knowledge/experience working with computer based technology.
Able to:
- Work independently and in teams.
- Resolve conflicts, work-related problems and complaints.
- Work under time constraints and in a timely manner in fast-paced work situations.
- Communicate effectively with staff using a hand-held radio.
- Successfully complete training.
- Establish good working relationships with staff and external contacts.
Prior customer service skill/experience is an asset.
Have the ability to maintain confidential information regarding clients, other employees; and the ability to adhere to the Space Centre?s confidentiality Agreement.