Job Specification

Purpose :

To organize, manage and lead the day-to-day management of the Host/Interpreter staff program, including customer service, scheduling and content and customer service training.

Key Responsibilities :

1. Manages day-to-day operations including the planning, coordination and implementation of the organizational office specialized program activities and facilitates the incorporation of business plan requirements into the organizational office work plan.
2. Ensure all demonstration areas, equipment and facilities are available and operational for host staff. Administer the activities of the hosts group, performs administrative duties such as preparing reports, ordering supplies and equipment, developing forms. Manage and control all host and volunteer equipment.
3. Develop relationships with various resource centres to schedule and plan host activities and resource requirements. Ensures that established procedures for corporate event planning, purchasing, contracting, are followed by staff. Liaise with external agencies to ensure effective benchmarking of visitor care activities.

Managerial Responsibilities
1. Delivers a program/service through supervision, planning, and coordinating the daily operations of assigned team.
2. Supports a values-based and inclusive team through technical, administrative, and operational direction to staff. Assigns and coordinates work, evaluates performance, identifies staff training needs and escalates employee relations matters.
3. Controls and monitors allocated operation budget for the unit/program and regularly provides assurance reports on financial activities.
4. Provides quality client service to stakeholders.

Qualifications :

Not Applicable

Factors :

Knowledge :

Ministry program and operational objectives, policies and service delivery models, to supervise a team in a ministry program, service or initiative area, to identify and recommend program resource requirements and to ensure adherence with program/service goals and objectives.

Human resources practices, policies and collective agreements in relation to recruitment, training and development, and employee relations; to complete performance agreements, mentor employees, monitor performance, address employee issues and to promote an inclusive and engaged employee team.

Government and ministry financial and administrative procedures, in order to reconcile and report on allocated fiscal, material resources and annual budgets.

Basic project management principles and methodologies in order to meet the operational program deliverables.

Government, ministry and organization business planning/approval processes and service delivery objectives, to: contribute to the development/implementation of short/long-term strategic planning (e.g., development of new/revised policies, programs and measurements and business cases).

Presentation and facilitation skills related to team building to effectively monitor and coach the hosts in the delivery of a program.

Techniques of providing customer/visitor care in an entertainment/educational venue.

Program Responsibility :

Responsible for the planning, delivery and evaluation of its cultural programs; accountable for delivering programs that directly impact on, and comprise, the visitor experience by ensuring the effective delivery of quality visitor interactions in exhibition halls and demonstrations.

Analytical Thinking :

Interprets policies and information according to established procedures and protocols, Ensures the interpretation/application of policies, protocols, performance standards, training requirements and assessment criteria supports the overall business/program and organization objectives, as well as the continuous improvement and quality service perspectives of the department/office.

Provides comments, analysis and recommendations to senior management which includes resolving administrative, program and policy issues.

Prioritizes business needs and requirements and resolves issues relating to the department/office operations.

Evaluates and determines program effectiveness/efficiency and recommends program and service improvements and innovations.

Planning / Coordinating :

Plans and administers the program operations; estimates and recommends financial, material and human resources needs, coordinates operations with other areas of the branch and division, develops work plans to meet program objectives, and provides input to divisional results based and strategic planning processes.

Leadership/Guidance :

Responsible for the daily operations of its assigned work unit for the delivery of product, programs and/or services.

Supervises and coordinates work by setting and communicating standards and priorities, scheduling, assigning, and reviewing work, monitoring progress, evaluating work performance, coaching and training staff, and identifying and escalating performance issues.

Participates in recruitment, identifying staff development and training needs, communicates job expectations and values, develops individual and team competencies, prepares learning and development plans and makes recommendations on employee relations matters.

Independence of Action :

Reports to a manager and works within established processes and frameworks in order to deliver day to day program/service and unit objectives.

Participates as a member of the branch management team by providing input and technical expertise on identified and emerging program issues, trends and matters including strategic planning and matters affecting program directions.

Decisions are made with respect to unit/functional work, program/activities and seeks guidance in non-routine or contentious circumstances.

Resolves administrative/operational problems and establishes office/administrative practices and procedures on behalf of the department/office management.

Assesses urgent/critical situations and gives advice to senior management/clients on the resolution of issues supporting programs' operations.

Interpersonal/Communication :

Discusses and address business/operational plans implementation and program issues, promote understanding of program and business objectives and ensure consistency in application of policies and procedures.

Provides business planning expertise structure, resources and funding to senior staff; exchange information, provide advice and resolve administrative and policy problems.


Represents the department/office perspective at meetings, committees and working groups in facilitating the resolution of problems/concerns.

Physical Effort :

Most of the time is spent in an office environment with frequent opportunity to move about.

Occasionally, moves/lifts light objects such as meeting or presentation materials required for meetings.

Sensory Effort :

Normal sensory requirements with minimal need to perform work requiring extended concentration of the senses without interruption.

Working Conditions :

Work is performed in a typical office environment.