Supervisor, Visitor Admissions

Join the Ontario Science Centre as we implement exciting new strategies and celebrate our 50th birthday in 2019. As one of Canada's most visited cultural attractions and a world-renowned learning institution, we inspire passion for the human adventure of discovery. The Centre hosts up to a million visitors each year, and offers hands-on experiences and insights into science and technology that help visitors of all ages understand and contribute to the world around us.

What can I expect to do in this role?

As part of a team of three Supervisors reporting into the Manager, Visitor Services, you will use your leadership, team-building and supervisory skills to train, coach, mentor, motivate and provide group leadership to up to 50 Visitor Services staff while fostering and maintaining an environment of teamwork.

With new programs and activities happening at the Science Centre on a regular basis – including facility rental events, conferences, school group visits, and special programming activities – every day is different and you will need to be ready to adapt to business demands.

This is a supervisory level customer service position which requires prioritizing a multitude of tasks in a fast paced environment while consistently providing exceptional customer service to our visitors and our in-house clients. The delivery of excellent customer service requires close communication and alignment with other departments who are hosting events/activities at the Science Centre and you will build and maintain close relationships with those departments to effectively support Science Centre activities.

You will work closely and collaboratively with your two Supervisor colleagues (with oversight from your Manager) to complete shared responsibilities including:

• Completing staff orientation, documentation and training
• Contributing to the development of guidelines and processes for the department
• Generating budget-based staff work schedules and determining work assignments based on anticipated customer needs
• Ensuring that staff members are in their assigned locations and performing job duties as assigned
• Reassigning staff as necessary to accommodate for large activities or events
• Serving as an escalation point of contact for visitors and mediating customer complaints or inquiries as needed
• Maintaining a staff communication network to keep staff informed
• Troubleshooting of IT issues relating to the ticketing systems
• Closing of sales stations and payment devices and preparing operating floats for cashiers
• Consolidating and reconciling tickets sales and of end-of-day sales reports, and nightly balancing of operation floats
• Preparing sales income-based bank deposits for armoured courier and coordinating armoured cash pick-ups and change orders in conjunction with anticipated needs
• Preparing and recording payroll information for fixed-term staff

Please note: As one of the three Supervisors you will work on a rotational basis including days, evenings, weekends, statutory holidays and Ontario Science Centre specific peak periods.

How do I qualify?

Leadership Skills

• Demonstrated supervisory experience working in a high-volume, frontline customer service environment (i.e. box office/theatre /attraction)
• Experience supervising and coordinating daily operations including scheduling and work distribution based on operational demands and overseeing quality of work and/or productivity
• Strong leadership skills with a demonstrated ability to coach, motivate, and develop staff while maintaining a cohesive team environment
• Knowledge of training/development and facilitation techniques

Communication and Customer Service Skills

• Superior communication and interpersonal skills to coordinate daily operations and summarize and communicate department activities to supervisor/management team
• Ability to understand the essential information that staff need to be aware of and develop briefings and staff communications as appropriate.
• Superior customer service skills & extensive experience dealing with customers in a high-volume environment
• Conflict resolution skills relating to identify, research and resolve customer relations issues and provide appropriate recommendations
• Knowledge of customer service & service delivery practices/principles

Technical Skills and Knowledge

• Experience with network based sales and reservation ticket systems – point of sales skills, ability to trouble shoot the problems and investigate – communicating that back to staff and IT.
• Proficiency with word processing, spreadsheet and database software to draft communications, create schedules and tracking spreadsheets, and manage inventory
• Financial administration skills relating to sales accounting, cash handling, financial reporting, reconciliation and consolidation techniques, and audit procedures to monitor sales and revenue
• Knowledge of relevant legislation, including the Accessibility for Ontarians with Disabilities Act (AODA)

Organizational Skills

• Proven organizational skills to plan, prioritize and coordinate office resources and maintain service levels in a high volume environment
• Ability to work under pressure to identify and prioritize multiple issues and to adapt to challenging situations
• Ability to maintain record keeping and financial information while being detailed oriented and demonstrating a commitment to accuracy and precision.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Wednesday, June 5, 2019 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.