Job ID: 52432
Job Category: Customer Service
Division & Section: Economic Development & Culture, EDC Entertainment Industries
Work Location: City Hall, 100 Queen St W, Toronto, M5H 2N1
Job Type & Duration: Full-time, Permanent Vacancy
Hourly Rate and Wage Grade: $33.34 - $36.55
Shift Information: Monday to Sunday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 1
Posting Period: 17-Jan-2025 to 30-Jan-2025
Job Description
Join the award-winning Toronto Public Service as Coordinator Information Centre within our Economic Development and Culture Division. This position is an important part of Visitor Services, a portfolio of programs in the Visitor Economy Office that seek to improve visitor experience and cultural/economic impact in Toronto. The Tourist Information Centre in Union Station services up to 10,000 people per year and provides insight in the needs of visitors to Toronto. Through coordination of the Tourist Information Centre at Union Station and work supporting other visitor information initiatives, this position plays a central role helping implement direct outreach to welcome and inform visitors, newcomers and residents and to support people and organizations that work with visitors. We are seeking an individual with Toronto knowledge, a passion to connect with visitors and experience/capability to organize the logistics and day to day operations of the tourist information centre while seamlessly supporting other visitor information initiatives such as the Festivals & Events Calendar.
Major Responsibilities:
- Responds to face to face, email and phone inquiries which will require current knowledge of the City of Toronto's tourist attractions, events and excursions.
- Monitors sales transactions (including balancing and cash deposits if required). Ensures team is following procedures and relays information up to Manager as applicable.
- Monitors and reports on performance metrics, staff/visitor feedback/observations, sales transactions and evaluation of service including preparing summary reports and working with Manager to set up templates and systems for recording metrics and making recommendations.
- Monitors, orders and maintains unit supplies and information resource stock (e.g. brochures, maps and other tourist information).
- Ensures information repositories are up-to-date and organized (e.g., the Festival and Events calendar, hotel and attractions information).
- Coordinates the production of any centre-specific information resources for distribution such as the "What's Happening" event listings (from on-line calendar).
- Maintains a good relationship with stakeholders/neighbours including proactive outreach/communications with internal and external stakeholders and information sources (attractions, events) including partners near the centre (e.g., Traveller's Aid, GO Transit, TTC, and Union Pearson Express).
- Assists in raising awareness in the industry and general public of information repositories by email and phone.
- Coordinates the production of any Centre specific information resources for distribution.
- Supports broader visitor services programs that pull information from the City's front of house operations through relaying information to appropriate staff and/or repository including drafting copies for web and newsletter content.
- Assists, coaches and trains part time staff, as needed, in the provision of customer service and information when assisting visitors (face to face or virtual). Provides training regarding general procedures.
- Monitors, identifies and addresses areas for improvement utilizing part time staff and visitor feedback/observations.
- Provides program support administration such as ordering uniforms and scheduling the staff, including ensuring coverage in the event of unexpected part time staff absences. Reports attendance and hours worked.
- Ensures a clean, professional work area is maintained.
Key Qualifications:
Your application must describe your qualifications as they relate to:
- Experience coordinating in a public facing role requiring a high degree of responsibility and self-direction, as well as problem resolution and experience in coaching and training staff.
- Experience providing information on tourist attractions, neighbourhoods, festivals, and events.
- Experience assessing needs and interests of individual clients and determine appropriate responses and advice.
- Experience in performing administrative functions in an office environment.
- Post secondary education in tourism and hospitality and/or equivalent combination of education and experience.
You must also have:
- Excellent organizational, administrative, troubleshooting and customer service skills.
- Ability to act in a leadership role in a customer service function, work closely with staff, politicians and engage the public from many socially diverse backgrounds required.
- Ability to make effective decisions and exercise sound judgement that promotes and fosters teamwork.
- Ability to embrace and manage change in line with the mission and priorities of the division.
- Highly developed interpersonal skills to establish effective working relationships and interact effectively with divisional and corporate staff, external agencies, politicians, other levels of government, and the public.
- Ability to analyse, solve problems and resolve conflicts effectively.
- Ability to communicate effectively, both verbally and in writing, and to produce effective reports and various written correspondence.
- Ability to work a flexible schedule as needed, including occasional evenings and weekends.
- Ability to respond to inquiries in person, via email and over the phone, utilizing current knowledge of the City of Toronto's tourist attractions, events, and excursions.
- Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity and respectful workplaces.
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
