Travel Alberta

Team Lead, In-Destination Roaming

Feb 26, 2018
Feb 16, 2018
Tourism Calgary
(Summer term position, May 4 – Aug 23, shift work on weekends required. Possible contract extension part-time until September 30, 2018.)

Tourism Calgary is Calgary’s Destination Marketing Organization. Representing the visitor industry in Calgary, the City of Calgary, more than 600-member companies and its key partner – The Calgary Hotel Association and DMF Hotels. Tourism Calgary takes Calgary to the world and with its partners brings the world to Calgary for meetings and conventions, leisure travel, and sport, culture and major events. Tourism in Calgary annually contributes over $1.4 billion in economic impact to local economy.

Exciting opportunities are available this summer with Tourism Calgary’s In-Destination Roaming Team. Successful candidates will be proactive in engaging with visitors and locals at high-trafficareas in the downtown core, major attractions, festivals and events. The goal is to raise awareness of things to see and do in Calgary and area, while creating destination advocates. Ideal candidates will be skilled in motivating and leading a team, possess a passion for the tourism industry, a
committed and professional nature, have experience in a visitor information role and advanced knowledge of tourism products in Calgary and area to provide personalized recommendations.

1) Team Lead:
• Liaise with the Specialist, In-Destination and Roaming Counsellors to ensure smooth and
efficient operations.
• Provide guidance and leadership to in-destination roaming counsellors, interns and
volunteers; troubleshoot day-to-day challenges with team, adjust daily plan when needed,
and update supervisor using Chatter.
• Ensure team members are capturing all data in salesforce, being proactive in
engagements and meeting deadlines.
• Responsible for compiling and generating team weekly reports, present summaries and
analysis of data to supervisor.
• Assist Specialist, In-Destination with logistics of set-up/tear-down at events; liaise with
event coordinator on-site for smooth operations.
• Manage inventory of brochures, liaise with Coordinator, Office Services in ordering.
2) In-Destination Roaming Counselling:
• Provide “exceptional” level of customer service.
• Proactively approach, engage and assist visitors and locals in a friendly and professional
way, serving as an ambassador for Calgary.
• Enhance visitors and locals experience in-market by informing them on Calgary and area
experiences, wayfinding, and other related tourism products and services;
• Facilitate bookings (tours, tickets, hotel & dining reservations, etc.) as required.
• Track all data on visitors and locals engaged, including current location, in Salesforce in a timely and accurate way.
• Stay current on local accommodation options, places to visit, events, festivals, restaurants and new businesses, transit disruptions, etc.
• Liaise with frontline personnel at visitor touchpoints daily creating awareness of in-destination roaming services, schedule and location.
• Provide daily updates on Chatter app; summarize common themes or trends in weekly reports.
• Ensure downtown brochure distribution points are organized, stocked and up-to-date.
• Collaborate with fellow staff to achieve team referrals, engagements, and booking targets; be actively involved in problem solving and propose improvements to processes.
• Assist in planning and execution of live updates on social media platforms when required.
• Assist in set-up/tear-down at events when required and in daily operations
• Performs other duties as required.

• Preference will be given to candidates with some post-secondary education in tourism or hospitality and/or a related field.
• Must have at least one-year experience in a leadership role with a customer service background; experience in a visitor information role considered an asset.
• Outstanding customer service, communication, and interpersonal skills.
• Possess a positive attitude, outgoing demeanor, and a strong willingness to help others.
• Skilled in coordinating and prioritizing work and activities of self and others.
• Strong work ethic, motivated to take initiative, ask questions and make suggestions.
• Ability to work calmly, efficiently, and thrive in a fast-paced environment.
• Strong ability to analyze, problem solve, and adapt to different customers or situations.
• Extensive knowledge of Calgary and surrounding area, including tourism products.
• Proficient in Microsoft Office, Google Docs; familiarity with IOS devices, reporting tools and database experience.
• Familiarity of social media platforms (i.e. Twitter, Facebook, Snapchat).
• Experience with Alberta’s tourism industry and tourism destinations, as well as ability to speak multiple languages, are considered assets.
• Possess a valid G class driver’s license (rental vehicle provided).
• Certified in First Aid/CPR

This is a full-time hourly (approx. 37.5 hours per week) 16-week summer term position. Must be available to work shifts weekends, holidays, occasional evenings, and at major events. Due to the nature of the tourism industry, there is limited flexibility in schedule and necessary overtime during peak visitation (Canada Day, Stampede Week, etc.).
Position includes bike riding with an attached mobile unit or cargo bike daily, and standing up to 8.5 hours per shift (with breaks). Setting up pop-up materials, lifting of brochure boxes and equipment up to 55lbs will be required. Position requires working primarily outdoors.
Includes occasional driving equipment and team in a rental vehicle to key sites in Calgary or surrounding regional destinations if needed.

Reply in confidence with a cover letter and resume by February 26, 2018.

Roxanne Wideen
Director, Human Resources

Please note: only those selected for an interview will be contacted. Please provide three references.