Manager, Parliamentary Tour Program

Library of Parliament; Ottawa; On-site; CAD 80,000 - 100,000; Full time

Job summary

A governmental organization in Ottawa seeks a Manager for the Parliamentary Tour Program to lead a large team in delivering guided tours and public education services. Candidates should have strong experience in heritage visitor services, human resources management, and financial planning. This is an on-site role with no telework options available, requiring exceptional client service focus and communication skills.

Qualifications

• Experience developing and delivering visitor services in a heritage context.
• Strong background in human resources management.
• Proven ability in financial planning and budget management.

Responsibilities

• Manages a large team delivering guided tours and services.
• Oversees recruitment and training of Parliamentary Guides.
• Ensures exceptional visitor services and compliance with client service standards.

Skills

Client Focus

Communication

Decision-Making

Education

Post-secondary education relevant to the duties

Job description

Overview

The Library of Parliament is a non-partisan organization that provides a unique and stimulating work environment. We are led by our guiding principles of agility, collaboration, excellence, impartiality, and inclusion. We are proud to be recognized as a Top Employer in the National Capital Region. For more information about the Library and what we offer, visit Employment opportunities at the Library of Parliament.

Job Description

The Library’s Public Education Programs are designed to meet the evolving needs of parliamentarians and their staff, teachers and students, visitors to Parliament and the general public. The Manager, Parliamentary Tour Program oversees a large team that delivers guided tours and other visitor services at multiple sites, promoting public access to and understanding of the Parliament of Canada. The Manager also plans, develops and evaluates projects and initiatives and is the main program representative in dealings with internal, parliamentary and external stakeholders.

The incumbent performs the following duties:

• Manages and coaches a large team of full-time staff, including 11 Interpretation Officers (guide supervisors) and two Program Officers. Trains and orients new staff, facilitates associated professional development activities and conducts performance assessments.
• Oversees the recruitment, training, coaching, supervision and evaluation of 70-90 Parliamentary Guides (number varies seasonally), postsecondary students who provide front-line visitor services for the Parliament of Canada, including delivering tours and greeting, informing and orienting visitors.
• Consults with internal representatives regarding labour relations and health and safety issues involving Interpretation and Program Officers and Guides, including all associated reports or briefings, and takes appropriate disciplinary measures when required.
• Ensures that exceptional visitor services are delivered on behalf of the Parliament of Canada, and that the Parliamentary Tour Program meets the LOP’s expectations in client service excellence, accuracy and neutrality.
• Responsible for consultation and negotiations with internal and external stakeholders to maximize public access across all service delivery locations.

Qualifications

Education:

• Successful completion of post-secondary education relevant to the duties of the position OR an acceptable combination of education, training and experience

Experience:

• Experience developing and delivering front-line visitor services in a museum, gallery, heritage site and/or other interpretive context
• Experience overseeing daily operations and logistics in a fast-paced environment with a focus on exceptional client service
• Significant experience in human resources planning and management, including evaluation of employee performance
• Experience in financial planning, including the development, oversight and management of budgets
• Experience developing and maintaining partner and stakeholder relations in a complex and sensitive environment
• Experience communicating effectively, both in writing and orally, to influence decision-making and effect change

Knowledge:

• Extensive knowledge of public programming and visitor services, including heritage interpretation principles, methods and techniques
• Extensive knowledge of Canadian and parliamentary history, Canada’s system of government, parliamentary institutions and processes, and the roles and responsibilities of parliamentarians
• Knowledge of human resources management, including labour relations practices and workplace health and safety processes
• In-depth knowledge of client service and quality assurance best practices
• Knowledge of staff recruitment and training techniques and best practices

Competencies:

• Adaptability
• Client Focus
• Embracing Diversity
• Exemplifying Integrity
• Managing People
• Decision-Making
• Achievement Orientation
• Communication
• Organizational Awareness
• Resilience

Asset Criteria:

• Knowledge of the Accessible Canada Act and its applications for public education programs.
• Knowledge of Gender-Based Analysis Plus and its applications for public education programs.

Operational Requirements:

• This position is not eligible for telework. Regular on-site presence is required at Library of Parliament workplaces located in the National Capital Region.

Conditions of Employment:

• A second-language evaluation (Bilingual staffing – imperative): CBC/CBC.
• A successful pre-employment security screening.

Additional Information

• Please include a cover letter with your application describing how you meet the education and experience requirements of the position. Applications without a cover letter may not be considered. Please combine your cover letter and CV into a single document or upload your cover letter on the second page of the application form.
• The Library of Parliament welcomes all candidates to apply and encourages applications from Indigenous persons, racialized persons, 2SLGBTQIA+ persons and persons with disabilities for this position.
• We are committed to creating an inclusive workplace by providing a barrier-free staffing process. If you have an accommodation request or require material in an accessible format, please contact us at [e-mail].
• Education and experience requirements will be used to determine which candidates will be asked to participate in the next stage of the selection process.
• This selection process may include a second-language evaluation, a written exam, and an interview. The interview will consist of behavioural, situational and knowledge-based questions. Candidates will be required to pass each stage in order to move to the next stage of the selection process.
• Qualified candidates from this selection process may be considered for determinate or indeterminate positions at the Library of Parliament that require similar knowledge and/or competencies.
• Satisfactory references and proof of education are essential conditions of appointment.
• Travel and relocation expenses are the responsibility of the candidates.
• Visit About the Library of Parliament of Canada to learn more about us!
• To learn more about our staffing process, consult our FAQs.