Visitor Services Team Lead PT, at Assiniboine Park Conservancy

COMPASS GROUP CANADA; Winnipeg; Hybrid; CAD 42,000 - 62,000; Full time

Job summary

Compass Group Canada is seeking a Visitor Services Team Lead to ensure a superior visitor experience across the Zoo, Park, and Leaf. You will mentor staff, handle guest inquiries, and oversee POS systems while coordinating with volunteers and other departments.

Role emphasizes leadership, training, and maintaining service standards, with responsibilities for maintaining office accuracy and daily operations. Strong communication and multi-tasking are essential.

Qualifications

• High school diploma or GED; post-secondary in business, tourism, or hospitality is an asset.
• Minimum 2 years of experience using POS/computer systems.
• 1-year supervisory experience is an asset.
• Excellent customer service and communication skills for a positive visitor experience.

Responsibilities

• Coach and train staff to provide extraordinary customer service.
• Work to achieve sales goals and manage expenses.
• Inform guests about memberships and events; train staff on Galaxy, POS, and software.
• Handle guest comments and escalate when needed.
• Lead by example, mentor volunteers, and support emergency procedures.
• Maintain professional communication with departments and tickets/memberships.

Skills

Customer service

Staff training

Leadership

Communication

Problem solving

Education

High school diploma

Post-secondary asset

Tools

POS systems (Galaxy)

Turnstiles

Kiosks

G4S equipment

Microsoft Office

Job description

Reporting to the Manager, Guest Experience, the Visitor Services Team Lead will ensure a superior visitor experience and value proportion when visiting the Zoo, Park, and the Leaf. The Visitor Services Team Lead will promote an engaging and positive work environment while ensuring the team consistently delivers exceptional customer service and exceeds guest expectations. The Visitor Services Team Lead will have an additional level of leadership to assist with delegating tasks, problem-solving, and fulfilling administrative roles. Additional responsibilities include mentoring and training new employees, maintaining workplace standards, and monitoring supply levels for all Visitor & Retail Service functions. The Visitor Services Team Lead will be expected to perform the duties of a Visitor Services Representative as required.

KEY ACCOUNTABILITIES

Sales & Guest Services

• Coach and train staff daily on how to provide extraordinary customer service to enhance visitor experience while providing a positive role model
• Work to achieve sales goals daily based on budgets, as well as maintaining overall expenses.
• Inform guests about membership benefits and Park Programming events while ensuring staff are as knowledgeable.
• Handle visitor comments and complaints and escalate to a supervisor when required
• Develop a high level of product knowledge to educate visitors about the park and zoo
• Is a role model for change and encourages others
• Is open to feedback and gives positive feedback
• Perform duties of Visitor Services Representatives as required and lead by example
• Keep open communication with other departments and inform VSRs of any changes/information that pertains to the Zoo/Park.
• Work with volunteers to ensure they are aware of each day’s schedule/information.
• Take a lead role in implementing emergency procedures as required.
• Answer the phones and emails in a professional and courteous manner.
• Understand and be able to train on and troubleshoot software used by the Visitor Services department, including POS/computer systems (Galaxy), turnstiles, automated ticketing kiosks, and G4S equipment.

Administration

• Support the Dispensing and Depositing of floats daily for both business units, as well as G4S troubleshooting
• Inform management when any forms/information becomes out of date or when supplies need to be ordered and support procurement.
• Recommend procedural improvements to staff roles, visitor flow and Galaxy functions.
• Monitor and maintain tracking and filing procedures, including but not limited to Lost & Found, vouchers, troubleshooting, memberships, etc.
• Monitor supply of brochures and marketing material. Maintain a clean and proper display area
• Ensure monthly renewal mailing notifications are completed on time
• Monitor the webstore and support as required.
• Ensure work areas are kept professional, clean, and presentable.
• Support supply replenishment as needed
• Enter group bookings into Order Entry
• Completes daily sales reconciliation and investigates discrepancies before submitting to the Assistant Manager
• Support and monitor tickets or membership card printing and pick up.
• Escalate issues as required

General Duties

• Adhere and comply with all Compass Group Canada & policies, safety regulations and safe work practices that will ensure a safe work environment.
• Maintain a professional image while working and provide extraordinary experiences to our park visitors while performing daily work activities.
• Demonstrate the ability to establish and maintain positive and inclusive relationships with co-workers, volunteers, and visitors.
• Demonstrate a commitment to the principles of equity and diversity, and proven ability to work effectively with a diverse population.
• Perform other related duties and responsibilities as required.

Required EDUCATION, TRAINING, LICENSES AND CERTIFICATIONS

• A high school diploma and/or GED equivalent.
• Post-secondary or equivalent in business, tourism, or hospitality is considered an asset.

Required Experience

• Minimum 2 years of experience using POS/computer systems.
• 1-year supervisory experience considered an asset.
• Proficiency with data entry and computer programs, including Microsoft Office software (Word, Excel, Outlook.
• Proven ability to communicate effectively in person, through email, and by telephone.
• Excellent customer service and communication skills with the ability to provide a positive and engaging visitor experience.
• Experience in training, coordinating, and overseeing staff.
• Knowledge of Data Management Software or Ticketing Software preferred.
• Cash balancing and loss prevention are considered assets.
• Experience in conflict management and resolution.
• Highly effective sales and interpersonal skills in order to quickly build rapport and provide extraordinary experiences to Zoo and Park visitors.
• The ability to speak additional languages would be considered an asset.
• Candidates must be physically capable of safely performing the duties of the position, which include standing for long periods of time, working in all types of weather, and lifting up to 40 lbs.
• An equivalent combination of education and experience may be considered.

Competencies

• Must demonstrate strong communication skills with the ability to follow directions, demonstrate a high sense of urgency, and be a friendly team player.
• Candidates must consistently demonstrate the following competencies: Customer Service, Team Work & Cooperation, Communication Skills, Technical & Organizational Skills, Problem Solving & Decision Making, Change & Innovation, Accountability, Business Understanding & Results Oriented and Diversity & Inclusion. (Manager Role: Strategic Thinking and Developing Others)