Visitor Services and Programming Manager

Job Responsibility:

Position Summary:

The Visitor Services and Programming Manager is responsible for ensuring an exceptional and welcoming experience for all visitors while also supporting the planning and execution of public programs and events. This role oversees front-of-house operations, manages visitor-facing staff, and collaborates across departments to deliver engaging visitor experiences through well-coordinated services and programming. The ideal candidate will be a highly organized, service-oriented professional with strong leadership skills and a passion for hospitality and education.

Roles and Responsibilities

• Lead and manage the daily operations of the Visitor Services department.

• Create a warm, inclusive, and accessible environment for all visitors.

• Handle visitors' inquiries, feedback, and complaints with professionalism and efficiency.

• Coordinate with internal departments (e.g., sales, tours, events) to support a seamless visitor experience.

• Support the planning, logistics, and staffing for public programs, tours, educational activities, and community events.

• Collaborate with the programming team to gather visitor feedback and evaluate program impact and effectiveness.

• Monitor visitor flow and adjust staffing and logistics as needed during high-traffic periods or special events.

• Develop and maintain service training materials, operating procedures, and departmental standards.

• Contribute to strategic planning related to Park attendance and visitor engagement.

• Manage departmental budgets, including expense tracking, forecasting, and reporting.

• Oversees development and improvement of educational and interpretive programming for the Park.

• Responsible for overseeing all Wanuskewin bookings for tours, programs, Elder and knowledge keepers, dance performances, and special events.

• Create strategic work plans based on directive of Leadership.

• Collaborate with Marketing Team to promote events, programs, and services and to increase overall attendance at the Park.

• Working with Wanuskewin Elders Council as main contact for meetings and requests.

• Creates regular reporting on KPI's for Leadership and The Board of Directors.

• Responsible for overseeing all aspects of staff management for the Visitor Services department to ensure a high-performing, engaged, and cohesive team.

o Recruitment and Onboarding: Develop and implement recruitment strategies to attract top talent, conduct interviews, and facilitate a smooth onboarding process that integrates new hires into the company culture

o Training and Development: Identify training needs, create professional development programs, and support employees in enhancing their skills and career growth through mentorship and continuous learning opportunities

o Performance Management: Establish clear performance expectations, conduct regular evaluations, and provide constructive feedback to promote accountability and foster a culture of excellence

o Employee Relations: Serve as a point of contact for employee concerns, mediate conflicts, and promote a positive workplace environment by encouraging open communication and collaboration, Ensure adherence to company policies and procedures, and actively participate in the development and refinement of HR policies to align with organizational goals.

• Works in a safe manner, following safety regulations

• Other duties as assigned.

Qualifications

• Post-secondary education in hospitality, tourism, education, archaeology, natural history, social work or Indigenous studies.

• Minimum five years' experience and leadership in a customer-facing role, with a proven record of providing excellent customer service and visitor experiences.

• Minimum of 3 years of employee management and leadership.

• A suitable combination of education, training and experience may be considered.

• Knowledge of Indigenous Culture & Traditions.

• Knowledge of the Wanuskewin area and heritage information.

• Skill with Public speaking and presentation training.

• Excellent interpersonal, communication, problem-solving and troubleshooting skills.

• Exceptional planning, delegation and process development skills

• Demonstrates ability to lead staff to commit to safety in the workplace, including in one's own work, that of the team and that of the entire organization.

• Ability to work a flexible schedule for day, evening, and weekend shifts as needed.

• Candidates must possess reliable transportation, a valid driver's license and present a satisfactory drivers abstract.

Physical Requirements:

• Ability to walk and stand for 8 hours at a time, and lift up to 50 pounds.

• This role will involve both indoor and outdoor work in all types of weather.

Additional Requirements:

A satisfactory criminal record check is required as a condition of employment.

Safety

All employees are expected to demonstrate a commitment to safety in the workplace, including in one's own work, that of the team, and that of the entire organization

Application Process:

Wanuskewin has a priority to hire Indigenous candidates, please note in your cover letter if you choose to disclose.

Wanuskewin Heritage Park is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: $61,769.00-$69,655.00 per year

Schedule:

• Monday to Friday
• Weekends as needed

Application question(s):

• If considered for hire, will you consent to the completion of a criminal background check?

Work Location: In person