Bilingual Translation & Guest Services Representative

Niagara Parks Commission; Niagara Falls; On-site; CAD 40,000 - 49,000; Full time

Benefits offered by this job

Discounts at Niagara Parks locations

Complementary attraction passes

EFAP Employee assistance program

Job summary

Niagara Parks Commission is hiring a Bilingual Translation and Guest Services Representative in Niagara Falls, ON. You will handle inquiries in English and French, support ticketing and bookings, and contribute to guest experiences across digital and in-person channels.

The role requires strong translation skills, excellent written and spoken French, and the ability to work within a fast-paced marketing team. Competitive hourly pay and a comprehensive benefits package await.

Qualifications

• Two+ years bilingual customer service and French translation experience.
• Excellent written and verbal French fluency mandatory.
• Proficiency in Microsoft Office; ability to develop charts and data tables.

Responsibilities

• Handle bilingual customer inquiries in English and French across channels.
• Upsell products and process bookings and refunds.
• Translate and edit material to ensure alignment with English content.
• Monitor online reviews and assist with brand reputation.

Skills

Bilingual EN/FR

Customer service

French translation

Education

Secondary School Diploma

Business-related degree/certification (asset)

Tools

CRM software

Job description

Job ID: 2026-56

Job Type: Full-time

Job Status: Open Vacancy

Location: Niagara Falls, ON (On-site)

Compensation Range: $28.90 to $35.51 per hour

Application Deadline: November 12, 2026

Join the Team Behind One of the World’s Most Iconic Destinations

At Niagara Parks, every day brings an opportunity to work somewhere extraordinary. As a self‑financed agency of the Ontario Ministry of Tourism, Culture and Gaming, we are the caretakers of 56 kilometers of breathtaking landscapes from Lake Erie to Lake Ontario and the hosts of millions of visitors from around the world.

Our vision is ambitious: to become one of the most spectacular parks in the world. And we’re well on our way thanks to the passionate, enthusiastic, and caring people who power our organization. From attractions and retail to heritage, culinary, and golf operations, our career paths are as diverse as the lands we protect.

What You’ll Do

Under the general supervision of the Supervisor, Guest Services and within established policies, procedures and guidelines, the Bilingual Translation and Guest Services Representative is responsible for handling external and internal customer inquiries through multiple communication channels in both English and French. As an integral member of the Marketing department, the Bilingual Translation and Guest Services Representative maintains a high standard of service, professionalism, superb critical thinking skills, and an eye for detail.

The successful candidate possesses a thorough understanding of all points of the visitor engagement cycle and can identify trends through interactions with guests, recommending strategies and tactics to improve communications and the guest experience. The position requires excellent written and oral communication skills in French and English.

Customer Support

The Bilingual Translation & Guest Services Representative will:

• Provide exceptional customer service to both internal and external customers in a high-volume environment while meeting or exceeding productivity goals.
• Provide guests with product and service information while effectively upselling additional products whenever possible.
• Assist website visitors with ticket purchases, event bookings and online purchases and process refund requests in a second-tier support capacity.
• Work with customer relationship management software to manage and track all guest interactions with efficiency and accuracy.
• Effectively manage guest feedback, including handling sensitive information and situations with tact.
• Monitor third-party websites, online review channels and social media platforms to track guest sentiment and develop responses when necessary.
• Follow up with internal and external customers as needed.

French Language Support

• Translate a variety of material into French, maintaining the content, context and style of the original material.
• Provide ongoing quality assurance through the revision and correction of translated material.
• Using content management systems, liaise with external and internal stakeholders to ensure accuracy and consistency in all translated content.
• Review, compare and edit a range of translated online and print documentation to ensure all standards are applied and consistent.
• Translate, review and edit translated content to ensure content language aligns with the English version of content.
• Revise, edit and proofread content for accuracy
• Adherence to departmental defined standards and style guides.
• Maintain a translation dictionary.

Brand Awareness

• Assist with tracking and responding to online reviews and forums to manage reputational risk, measure and deliver data to help generate trend reports, and anticipate potential issues to proactively mitigate risks.
• With an intimate knowledge of the Niagara Parks Brand Story, ensure brand guidelines are met in every facet.

What You’ll Bring

Education:

• Completion of a Secondary School Diploma. A business-related degree, diploma or certification is considered an asset.
• Proficient in Microsoft Office Suite inclusive of PowerPoint and Excel, inclusive of the ability to develop charts, graphs, and data tables to generate and present performance results.
• Outstanding written and verbal French language fluency are mandatory.

Experience

• Minimum of two (2) years working in a bilingual customer service-related position and French translation with at least one year on the job.
• Demonstrated ability to speak professionally in a courteous manner over the telephone, by e‑mail, and through social media direct message/web chat.
• Highly effective communication, sales, and customer service skills. Excellent grammar, problem‑solving skills and attention to detail in both English and French.
• Thorough understanding of social media channels, including Facebook, Instagram and Twitter.
• Proficient with online search engines, including advanced search phrases and automated alerts.
• Experience working in a fast‑paced, creative environment with the ability to handle multiple tasks at once.
• A proven track record of professionalism, maturity and integrity in dealing with guests and clients, including confidentiality and sensitive information.
• Ability to navigate graphic design and publishing software for text translation purposes is an asset.

Why You’ll Love Working Here

We offer a comprehensive total rewards package to support your health, wellbeing, and financial security including:

• Employer‑matched Defined Benefit Pension Plan
• Extended health, dental, and vision coverage
• Life and disability insurance
• Vacation entitlements and paid time off
• Employee Family Assistance Program (EFAP)
• Professional development and growth opportunities
• Discounts at Niagara Parks retail, culinary, and golf locations
• Complimentary passes to Niagara Parks attractions to share with family and friends
• Free entry at Niagara Parks attractions
• Access to the Attractions Ontario Reciprocal Program
• Exclusive Perkopolis discounts
• Free transportation on the WEGO Green Line and Falls Incline Railway

Our Commitment to Accessibility & Inclusion

Since 1885, Niagara Parks has been dedicated to preserving and enhancing the natural and cultural beauty of the Niagara River corridor for future generations. We are proud to be an equal opportunity employer committed to diversity, inclusion, and accessibility.

We provide a transparent, inclusive and barrier free hiring process consistent with the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation to address specific needs related to Code protected grounds, please contact us.

For questions about the collection or use of your personal information, or to request an alternate application format, contact us at 905-295-4377 ext. 0 or [e-mail].

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

The Niagara Parks Commission uses AI‑assisted tools to help organize and screen resumes based on limited factors such as keywords and role related terms. AI results are only a preliminary aid. Final decisions are made by human reviewers to ensure fair and accurate hiring decisions.