Competition Status: Application Screening
Fewer than thirty individuals applied for this opportunity.
We are screening ALL applications received on or before the closing date and rating them against the qualifications outlined in the job ad. Applicants whose resume and cover letter best demonstrate how they meet the qualifications to do the job will be invited to continue in the hiring process.
To learn about our recruitment process, visit our
Hiring Process.
Supervisor, Visitor Admissions
Organization:
Ontario Science Centre
Division:
Visitor Services
Language of Position(s):
English
Job Term:
1 Temporary With possible extension
Job Code:
4A004 - Admin04
Salary:
$66,484.00 - $92,950.00 Per Year
Join the Ontario Science Centre as we welcome visitors back to the building after being closed for a year and a half. 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 Supervisors reporting into the Manager, Visitor Services, you will use your leadership, team-building and supervisory skills to train, coach, and 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 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
As one of the 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
Additional Information:
Address:
- 1 English Temporary, duration up to 18 months, 770 Don Mills Rd, Toronto, Toronto Region
Compensation Group:
Association of Management, Administrative and Professional Crown Employees of Ontario
Schedule:
6
Category:
Customer and Client Services
Posted on:
Friday, July 2, 2021
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 Friday, July 16, 2021 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.
All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.
Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.