Job Specification
Position Title:
Amended - Ticket Booth Clerk (Seasonal)
Job Code:
U0111 - Merchandiser 1
Purpose of Position :
To provide cashier, clerical and front-line customer service, orientation and information services to the general
public and groups in the Visitor Services Admissions area and retail space at Sainte-Marie among the Hurons and
Discovery Harbour.
Duties / Responsibilities :
Processing the sale of entrance tickets for all individuals and groups for regular admission and special events at
Sainte-Marie among the Hurons and Discovery Harbour using cash in Canadian or U.S. funds, and credit and
debit cards.
Provide cashier and front-line customer service in the retail space at Sainte-Marie and Discovery Harbour.
Determining appropriate individual and group admission fees and inputting into resident Ticketing and Visitor
Management System, ensuring that all revenue and attendance is entered into the proper categories. Additional
duties at the point of sale include applying various discounts, coupons and promotions and retaining supporting
documents as may be applicable, recording postal codes, visitor survey data and upselling other HHP goods,
services and packages as required. Handling pre-booked reservations for all education and travel trade groups
making minor adjustments to groups reservations as needed and completing required forms for groups to be
invoiced.
Following all established branch and Ministry procedures to ensure compliance with Payment Card Industry Data
Security Standards (PCI-DSS) including annual training, proper handling of credit card data, checking devices for
tampering and maintaining a log of same and reporting any suspected breach of cardholder data to management
for action
Balancing and reconciling all daily revenues and float, completing required revenue forms, sorting all point of sale
receipts, cheques, coupons and vouchers and securing all revenue in the safe at the end of the day. Working
with supervisor and/or Revenue Clerk to resolve any discrepancies.
Providing front-line visitor customer service and information services such as orienting visitors to the layout of
modern buildings and historic site, exhibits and special events at Sainte-Marie among the Hurons and Discovery
Harbour. Providing information on other tourist attractions, area accommodations and special events. Answering
incoming calls on multi-line phone system in the shoulder season and on weekends. Dealing with customer
service issues within established policies and referring more complex issues to supervisor or manager.
Dispensing various equipment items (i.e. wheelchairs, scooters, fat bikes, snowshoes, skates, helmets, etc.) at
Sainte-Marie among the Hurons and Discovery Harbour. Alerting Maintenance staff to mechanical, health and
safety and cleaning issues with items dispensed to visitors. Ensuring visitor waiver information is accurately
captured for rentals and site programs as needed. Promoting the rental and dispensing of audio wands to visitors
and ensuring that they are cleaned upon return.
Performing clerical support tasks as needed such as preparing bulk mailings and labeling for posting, tabulating
data and entering into spreadsheets, answering and accurately transferring telephone calls. Using site radios to
send and receive messages as needed to HHP staff and to support emergency services. Ensuring the Visitor
Services Admission area is clean and presentable at all times. Assisting the Marketing Department and Revenue
Clerk as requested.
Promoting a workplace culture of health and safety by monitoring work and visitor areas at the attractions and
notifying supervisors and Managers of health and safety issues.
Position requires weekend and evening work to support operations, events and occasional off-site promotion.
Manager has the right to assign additional duties.
Knowledge :
Position requires:
-Knowledge of visitor admission categories and fee schedule, Visitor Admissions policy, procedures, various
coupons and promotions and U.S. exchange rates in order to determine correct fees.
-Knowledge of ticketing and visitor management and POS systems to enter and process sales.
-Knowledge and application of customer service techniques to greet visitors and address questions, concerns,
and complaints in a courteous and tactful manner.
-Knowledge of multi-line phone system and console to provide information to callers and accurately transfer
calls and knowledge of radio operation and protocols to contact staff and advise of any emergency situations.
-Knowledge of and ccompliance with Payment Card Industry Data Security Standards (PCI-DSS).
-Knowledge of the history and visitor experience at Sainte-Marie among the Hurons and Discovery Harbour.
-Knowledge of Sainte-Marie among the Hurons and Discovery Harbour product and program content in order
to respond to visitors' questions.
Knowledge of the building and historic site layout and services, safety and evacuation procedures, current
and upcoming exhibits and events, other tourist attractions and accommodations and general information in
order to promote “Visitor First” philosophy and customer care by anticipating and supplying practical
suggestions to a wide range of visitor questions and needs.
-The ability to follow policies and procedures in emergency situations.
Skills :
Position requires:
-Analytical and problem solving skills to: ascertain the precise nature of visitors' questions or comments by
asking questions and analyzing responses so that appropriate information is provided and procedures
followed and prioritize and respond in accordance to policies and procedures to a variety of unexpected
visitor service issues which can occur simultaneously, e.g. fire alarm, ill/injured visitor or pre-booked
reservation not found on ticketing system.
-Problem-solving skills to respond to situations in accordance with established procedures, policies and
instructions through the application of a number of standard solutions.
-Verbal communication skills to explain products, discuss purchase options with customers and upselling of
HHP goods and services, using accurate fees or promotion terminology.
-Interpersonal and problem solving skills to respond to visitor inquiries and to provide visitor services.
-Mathematical skills to convert US exchange, provide accurate change, balance and reconcile cash, etc.
Freedom of Action :
Job requires:
-Working under established guidelines, policies and procedures for visitor admissions and associated
technology. Working in accordance with Ministry and government policies.
-Understanding and applying visitor admission policies and procedures, categories and fee schedules to
process payment for admission into Sainte-Marie among the Hurons and Discovery Harbour for individuals
and groups.
-Independently assessing visitor needs and comments and providing information and referrals as needed.
-Checking with immediate supervisor to resolve unusual problems and serious or complex issues not outlined
in the day-to-day operations manual related to admissions, visitor services and visitor complaints.
-Adhering to financial, security, fire and evacuation procedures.
-Occasional evening and weekend work as assigned for outreach and off-site promotional events.
Work is reviewed for accuracy, adherence to policies and procedures.