Director of Visitor Services

Atlas Coal Mine National Historic Site; Alberta; On-site; CAD 50,000; Full time

Job summary

The Atlas Coal Mine National Historic Site is seeking a Director of Visitor Services to oversee the summer visitor services program, manage a team, and improve visitor engagement and services. This is a full-time, salaried position offering a destination for cultural heritage while enhancing visitor experiences and community involvement.

Benefits

Group extended health benefit package

3 weeks paid leave per annum

Qualifications

• At least one year experience working in a museum or similar setting.
• Experience with customer care and training staff.
• Positive approach to work and decision-making skills.

Responsibilities

• Coordinate schedules and manage visitor services during summer.
• Train and mentor the Visitor Services team.
• Analyze visitor data and produce management reports.

Skills

Communication

Organizational Skills

Problem Solving

Job description

Director of Visitor Services 2025 – Atlas Coal Mine National Historic Site

The role ensures smooth operation of our summer visitor services program by coordinating schedules, keeping records, and managing supplies. In the off season, working in conjuction with the Curator and Executive Director respectively, the Director of Visitor Services will take a leading role in memerbership program development, improving our online visitor services (giftshop and booking system), and special event planning.

Responsibilities

• Overall responsibility for scheduling - both daily schedules for tour times and daily/monthly schedules for staff.
• Mentoring and training the Visitor Services Representatitives and Visitor Services Team Lead (temporary summer posts).
• Overall responsibility for Gift Shop ordering, processes, inventory management and brand development.
• Training staff in all gift shop processes and visitor services.
• Managing relationships and organizing procedures for partnerships with tour operators, and other site bookings (film, etc.).
• Managing school and group bookings.
• Occasional delivery of public and school tours, particularly in the autumn.
• Managing the collection of visitor survey data (visitation numbers, demographic data, experience surveys, etc.).
• Analyzing visitor survey data and producing relevant reports for management and Society Board.
• Assisting the Executive Director and/or Director of Communications with maintaining and growing our membership program, including assisting with membership content, donor records, and corporate membership relationships building.
• Managing office and front-of-house supply budget and ordering.
• Assisting with organizing and promoting special events; including our May Day and Christmas events.
• As we are a small team at the Atlas, occasionally assisting the Curator or Executive Director with other tasks may be required.

Current Priorities (2025)

• Continue to develop and refine our online booking system, including our school and event booking program.
• Explore booking solutions that improve accessibility for local visitors and members, including strategies to promote and increase on-site membership sales.
• Evaluate and optimize on-site check-in processes and procedures to enhance the visitor experience and improve staff efficiency.
• Work towards our 2024-2026 strategic goal of attracting a higher percentage of local visitors (10% of Drumheller's population in 2025).
• Explore, research, and implement communcations and incentive programs to attract more local interest and involvement in the site. This includes volunteer and membership programs.
• Continue our Christmas in the Coulee event 2025, including assisting the Executive Director to find sustainable sponsorship for each event. Our goal is to increase visitor numbers by 5% year-on-year and to increase overall sponsorship.
• Conduct local and demographic market research to establish appropriate products for the Red House Gift Shop. Continue to develop and implement branding and marketing to increase sales to both visitors and our local community.
• Grow school group participation in Atlas programming for the 2025 season, with the goal of returning to pre 2020 levels.

Qualifications, Experience, and Competencies

At least one year experience working in a museum or similar setting. Previous experience with customer care, training and mentoring staff, organizing events and working with volunteers is a definite asset.

Excellent communication and organizational skills and a positive, energetic approach to work. Solid independent problem solving and decision-making skills are crucial to the role.

Work Environment and Compensation Package

The Atlas is an outdoor historic industrial site in a rural location with offices in heritage buildings.

Work conditions can be challenging at times, due to the nature of the site and the Drumheller environment (extreme heat during the summer, difficult local terrain, historic buildings).

The Director of Visitor Services will work 37.5 hours/week, with a rotating schedule in the summer months (including some weekends) and a Monday-Friday schedule during the off season (November to May). Although some overtime and irregular hours will be expected, hours per week will not normally exceed 44.

This is a full-time, salaried position at $50,000 per annum. Benefits include inclusion in a group extended health benefit package and 3 weeks paid leave per annum.

To apply, send resume and cover letter to Executive Director, Jessica Fleury-Schatz via email [e-mail]