SUPERVISOR, VISITOR SERVICES (BILINGUAL EN & FR)

Tourism Kingston; Kingston; On-site; CAD 41,000 - 50,000; Full time

Benefits offered by this job

Health and dental benefits

Health Spending & Wellness Account

Employer-matched RSP program

Job summary

Tourism Kingston, located at the Visitor Information Centre in Kingston, Ontario, seeks a Supervisor of Visitor Services. The role involves training staff, guiding operations, and promoting Kingston attractions and events to visitors in person and online.

You will handle sales, merchandising, and customer assistance, with duties across on-site and off-site locations. The position requires bilingual English/French communication and leadership abilities.

Qualifications

• Minimum of two years of relevant experience in customer service or retail.
• Bilingual proficiency in English and French.
• Strong leadership experience and ability to train others.

Responsibilities

• Deliver visitor service excellence with a friendly and welcoming attitude.
• Promote services, products, and partners to visitors.
• Collaborate with colleagues to maximize sales and in-store presence.
• Input visitor data into CRM software and maintain records.
• Lead by example in all customer service activities.
• Train and coach employees in promoting attraction tickets and merchandise.

Skills

Customer service

Retail experience

Bilingual EN/FR

Leadership

Tools

Square

Connecteam

CRM software

E-commerce platforms

Job description

Job Title: Supervisor, Visitor Services (Bilingual EN & FR)

Organization: Tourism Kingston, Visitor Information Centre

Reports to: Visitor Services Specialist

Location: 209 Ontario St, Kingston ON K7L 2Z1

Job Type: Full-Time, On-Site at the Visitor Information Centre

Hours: Full-Time

Annual Salary: $45,000

Benefits: Health and dental benefits, health spending and wellness account, employer-matched RSP program

Position Summary

Are you passionate about showcasing the best of Kingston to visitors from near and far? Join our team as the Supervisor of Visitor Services! In this role, you will assist the Visitor Services Specialist and in training, coaching, and supporting the operations of the Visitor Information Centre and Visitor Services Programs. You will support the team in providing guidance on Kingston's attractions, events, accommodations, businesses, and services, ensuring top-notch customer service both in person and online. Additionally, you will contribute to sales, marketing, and promotional efforts through a variety of tasks. While based at the Visitor Information Centre, you will also work off-site at key visitor attractions and tour locations in Kingston.

RESPONSIBILITIES

Customer Service

• Deliver visitor service excellence with a friendly and welcoming attitude.
• Promote the services, products, and properties of our tourism partners to visitors.
• Collaborate with colleagues to maximize the centre’s sales and in-store presence.
• Ensure tourism literature is regularly stocked and up-to-date.

• Collect and input visitor data into CRM software.

• Lead by example in all customer service activities

Operations

• Assist in maintaining a safe, welcoming, and successful Visitor Information Centre.

• Generate and process ticket and merchandise sales.
• Train and coach employees in promoting attraction and event tickets, as well as merchandise sales.
• Review merchandising daily and ensure displays are attractively stocked

• Create a welcoming and informative space for visitors, both inside and outside the centre. This may include setting up special event spaces on the patio, arranging A-frames, or selecting appropriate music playlists.

• Assist in ensuring general cleaning duties and daily procedures are completed to expectations.
• Collaborate with the VIC Leadership Team to review and improve operating practices, aiming to exceed annual plan goals.
• Develop and provide training for Visitor Information Centre employees in all aspects of operations, including historical and sustainability programs.
• Undertake other projects as directed by the Visitor Services Specialist and the Tourism Kingston office.

• Monitor and update the e-commerce platform to ensure it is current and functioning optimally.

Centre Cleanliness & Organization

• Maintain a clean, welcoming, and professional Visitor Information Centre environment
• Perform routine cleaning and tidying of visitor and staff areas
• Ensure visitor-facing spaces, displays, and information areas are organized and presentable
• Monitor inventory levels and restock supplies, literature, and merchandise as needed
• Report facility, equipment, or maintenance concerns to the appropriate team members

ESSENTIAL QUALIFICATIONS

• Minimum of two years of relevant experience in customer service or retail.
• Valid driver’s license with access to a vehicle.
• Bilingual proficiency in English and French.

• Strong understanding of Kingston's local attractions and services.
• Demonstrated leadership experience.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint).
• First aid certification: Ensuring visitor safety and being prepared for emergencies.

ASSET QUALIFICATIONS

• Working knowledge of Square retail software.

• Experience using Connecteam platform.

• Experience in e-commerce platform management.
• Familiarity with CRM software.
• Previous experience in tourism or hospitality.
• Marketing and promotional skills.

WHAT WE OFFER

We're proud to offer a comprehensive benefits package to our full-time team members, including:

• Extended Health Care — Prescription drug coverage, paramedical services, vision care, medical supplies, travel coverage, Teladoc virtual care, and Employee Assistance Program (EAP)
• Dental Care
• Health Spending & Wellness Account
• EAP & Perks — Access to TELUS Health One & LifeWorks for mental health and wellness support
• Online Telehealth & Pharmacy — Access to Maple Health virtual care

WORKING CONDITIONS

This position is based at Tourism Kingston’s Visitor Information Centre in downtown Kingston, Ontario. It requires varied hours to fulfill assigned duties, with a maximum of 30 hours per week. Availability for early mornings, evenings, Saturdays, Sundays, and statutory holidays is expected.

DISCLAIMER

This job description is meant to describe the general nature of work being performed. It is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent.

Tourism Kingston is committed to ensuring an inclusive and accessible recruitment process. We strive to meet the accessibility needs of all applicants. If you require any accommodations during the application or interview process, please email [e-mail].

Tourism Kingston’s Recruitment Process

Initial Phone Screen

Interview

Reference Checks (with candidate consent)

Formal Offer e extended to the selected candidate

Notify all interviewed candidates with a clear outcome

Land Acknowledgement

Welcome/Boozhoo /Tekwanonwera:tons
to Kingston/Ka’taroh:kwi/Ken’tarókwen/Cataracoui

Kingston remains on the ancestral homelands of the Huron-Wendat, Anishinaabe, and Haudenosaunee Confederacy.

Tourism Kingston acknowledges theeverlastingpresence of these Nations and other First Nations, Métis, andInuit who share this landscape today.We are grateful to reside in and remain visitors to this territory, while acknowledging our responsibilitytohonourthe land, water and skies with gentle respect and purifying preservation.

Diversity, Equity & Inclusion Statement

Tourism Kingston aims to provide a supportive, inclusive, and positive work environment for its valued team. This is achieved through a variety of benefits and supports that balance work life with quality of life. Tourism Kingston is Rainbow Registered, a national accreditation for LGBTQI+ friendly businesses and organizations. When you see a Rainbow Registered symbol, you know the business or organization meets a stringent set of standards to ensure LGBTQI+ customers feel safe, welcomed, and accepted.