Team Lead Tour Guide Position Available At Little Canada 2023: Apply Now!
Host Country
CANADA
Target Audience
INTERNATIONAL APPLICANTS
Program Overview
Lead Tour Guide familiarize people with the history, functions, and customs of a particular region or establishment. Though customers typically include foreigners on vacation, virtually any person can attend a tour.
Little Canada is searching for a vibrant tour guide to join our established company. The tour guide’s responsibilities include planning travel itineraries, familiarizing customers with the locality by vehicle or foot, and ensuring that the group remains safe at all times. You should also stay up-to-date with new attractions that may be of interest to customers.
To ensure success as a tour guide, you should be an excellent storyteller with a knack for customer service. An outstanding tour guide will perform minor alterations to each itinerary to suit the unique interests of each group.
Tour Guide Responsibilities:
- Greeting and welcoming customers to the tour.
- Informing customers about the itinerary for each tour.
- Planning itineraries in accordance with weather forecasts and the length of each tour.
- Scheduling visits and purchasing tickets to museums, galleries, protected parks, and other attractions ahead of time, if required.
- Planning alternate activities in the event that cancellations, closures, or weather prohibit you from attending scheduled events.
- Gathering and maintaining the requisite equipment for each tour.
- Familiarizing yourself with the layout and history of the region or establishment in which you will be working.
- Familiarizing customers with each region or establishment.
- Encouraging guests to apply sunscreen regularly and to remain hydrated, if applicable.
- Directing customers to other, non-competing services that might be of interest to them.
Tour Guide Requirements:
- High school diploma or equivalent.
- Prior experience as a tour guide is advantageous.
- Capacity to stand and walk for extended periods.
- Adherence to prescribed safety codes.
- Excellent conversational skills with a knack for storytelling.
- Personable, humorous disposition.
- Outstanding organizational, time management, and improvisational skills.
- Passionate about traveling.
- Ability to work during evenings and on weekends.
Lead Tour Guide Team
Little Canada
Toronto, ON
Skills
- Customer service
- Upselling
- Customer relationship management
- Leadership
- Communication skills
Benefits
- Extended health care
- Dental care
- Paid time off
- Life insurance
Job overview
The Leader of Guest Experience is responsible for overseeing delivery of the guest experience (Ticketing, Memberships, Little Me, and Group visits Education), assist with resource management, and corporate and consumer events; while ensuring a safe environment for guests and staff. She/he supports the daily onsite operations schedule to ensure coverage by Guest Experience Team in order to ensure optimum staff levels to deliver the best possible experience. She/he establishes opening and closing procedures to provide coverage during all operating and event hours. The Leader of Guest Experience provides support to other operating departments as necessary.
This position will lead a team of experience guides in providing outstanding customer service and creating a warm and inviting environment for visitors, clients, and guests at our Exhibition. Your exceptional leadership, communication skills, and attention to detail will ensure the smooth operation of the reception area and contribute to a positive and memorable experience for all who enter our premises. This position is ideal for individuals with a proven track record in hospitality, customer service, and team management.
What you’ll be doing
- Schedule, mentor and train your team.
- Act as an escalation for in-the-moment issues.
- Provide and maintain a safe, secure and welcoming environment through exceptional Guest service.
- Develop Standard Operating Procedures for all Guest Experience elements to ensure an optimal guest experience
- Lead the on-site operation of the Little Me program, working with Marketing & Sales, and external partners to develop, deliver and maximize sales and upselling of this unique and high value guest experience
- Primary First Responder to First Aid incidentsfor all guests, team members, visitors, and any visiting 3rd parties (contractors).
- Respond to any emergency calls, including fire and evacuation requirements along with Fire Warden participation (when needed).
- Write detailed, accurate and objective incident reports for occurrences or accidents as necessary.
- Assist in staff cash escorts; escorts any 3rd party contractors, valued guests and visiting guests who require accessibility on site.
- Supervise and mentor a team of Welcome Associates, providing guidance, training, and performance feedback.
- Oversee the daily operations of the reception area, ensuring a seamless and efficient workflow.
- Monitor the reception area to always ensure a welcoming and organized environment.
- Handle escalated visitor inquiries and issues, resolving them promptly and professionally.
- Coordinate with building security and reception staff to maintain a safe and secure environment.
- Conduct regular team meetings to communicate updates, best practices, and performance expectations.
- Assist with recruitment, onboarding, and training of new Welcome Associates.
What you possess:
- A passion for Little Canada
- A naturally friendly personality with a desire to meet, care for and connect with new people.
- Seemingly endless enthusiasm, positivity, and energy.
- Persuasive conversational skills.
- A thick skin and resilient character.
- Experience in crisis intervention and de-escalation technique.
- Experience in leading and developing people.
- Flexible to work rotating shifts, weekends, days, evenings, and holidays.
- Standard (valid) First Aid and CPR Level C w/AED.
- Smart Serve Certificate.
- Maintain a presentable uniform and approachable deportment.
- Minimum of certification or diploma in hospitality and tourism or related field.
- Minimum of 2-3 yrs of experience in client relations, security, attraction, travel and tourism
- Verbal and written Communication and interpersonal skills.
- Detail oriented and self-aware.
Working Conditions:
- This is a full-time position, working 8 hours shifts between 10:30 – 6:30 per week, 7 days a week.
- Work in different weather conditions
- The role will require long standing and walking hours.
- Lifting objectives not more than 30 lb (not on a constant basis)
- The work environment is fast paced, with high frequent interactions with visitors, clients, and staff members.
Performance Competencies:
- Leadership: Demonstrates strong leadership skills, motivating the team to achieve their best performance. Provides clear direction, sets expectations, and fosters a positive and collaborative work environment.
- Customer Focus: Prioritizes delivering exceptional customer service, ensuring visitors and guests feel valued and welcomed. Handles complaints and inquiries with empathy and professionalism.
- Problem-Solving: Exhibits strong problem-solving skills, finding effective solutions to challenges that arise in the reception area or with visitor interactions.
- Communication: Demonstrates excellent communication skills, both verbal and written. Effectively communicates with team members, visitors, and internal stakeholders.
- Organization and Time Management: Manages multiple tasks efficiently, prioritizing responsibilities to meet deadlines and maintain a smooth reception area operation.
- Attention to Detail: Maintains a keen eye for detail, ensuring accuracy in documentation, record-keeping, and visitor interactions.
- Teamwork and Collaboration: Promotes a collaborative and supportive team environment, fostering teamwork and cooperation among Welcome Associates and with other departments.
- Adaptability: Demonstrates flexibility and adaptability in responding to changing circumstances, needs, or events at the Exhibition Street location.
- Resilience: Demonstrates resilience and a positive attitude, especially during busy or demanding periods.
- Cultural Awareness and Sensitivity: Shows cultural awareness and sensitivity in interactions with visitors from diverse backgrounds, ensuring inclusivity and respect.
- Initiative: Takes initiative to assist visitors proactively and enhance their experience by offering additional information or services.
- Technical Proficiency: Demonstrates proficiency in using office equipment, software, and technology relevant to the role, such as phone systems, visitor management software, and email.
The Ideal candidate will have:
- Interpersonal skills: ability to relate well to all kinds of people; build rapport; be diplomatic; diffuse tense situations and respond to upset guests appropriately.
- A desire to work for an organization committed to making a positive impact in people’s lives.
- A constant desire to learn, grow, explore, connect, and think outside the box.
- Demonstrated interpersonal & teamwork skills; ability to build rapport and work collaboratively.
- Have the passion of learning to enhance skills through the required training.
Bonus if you have:
- Additional languages
- Experience in de-escalation
- Certification in conflict resolution
- Security Guard license
Working Conditions:
- This role is based at 10 Dundas East (Yonge Street entrance, and Dollarama entrance).
- Ability to stand or walk for long periods of time and conduct moderate lifting.
- Flexible to work rotating shifts, weekends, days, evenings, and holidays.
- Be willing to follow all health & safety policies and procedures and wear Personal Protective Equipment (PPE) as required.
Equity Statement:
We aim to reflect the country we call home, by building a welcoming, inclusive environment for our team and our guests. We are committed to learning by always remaining curious, celebrating our diversity and embracing authenticity. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Little Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
This job description is provided to capture the primary components of this role. It is not meant to be an exhaustive list. An individual may be required to perform other tasks which may not be listed but are consistent with the general intent of this role.
From time to time, Little Canada may make changes to this job description. Reasons for such changes include, but are not limited to, changes in business processes and practices, technology changes, legal requirements, customer feedback, or changes to organization structure and reporting relationships.
Job Types: Full-time, Part-time
Part-time hours: 40 per week
Salary: $26.00-$33.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Weekends as needed
Supplemental pay types:
- Bonus pay
Work Location: In person
Apply Now
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