Manager, Guest Services MSC – Old Port of Montreal

Title of the Job: Manager, Guest Services MSC

Location: Montreal, QC

Job Description: MANAGER, GUEST SERVICES MSCRecognized for the quality of its products and services, the Old Port of Montréal Corporation (OPMC) manages a vast recreational and tourist site. Through the development of the Old Port of Montréal (OPM) and the Montréal Science Centre (MSC), the Corporation actively participates in the development of the city. A dynamic and diversified site awaits you!POSITION SUMMARY :Reporting to the CSM Senior Manager, Sales and Visitor Services, the CSM Visitor Services Manager’s main responsibilities are to manage human resources, sales and service operations, ensuring a quality customer experience while maximizing revenue for the Montreal Science Centre. In addition, he/she is responsible for ticketing, call center, snack bar, reception and checkroom operations.You will manage a team of some sixty employees, including assistant managers, supervisors, reception and snack bar agents, and ticketing and call center agents. Looking for a challenge? Join the experience!RESPONSIBILITIES :Human Resources Management (35%)

• Manages, motivates and develops employees in the department (recruitment, evaluation, discipline, ongoing training, etc.);
• Sets departmental expectations, provides direction and ensures follow-up;
• Sets guidelines and standards for employee induction and training;
• Controls and optimizes work schedules according to needs and budgets;
• Ensures compliance with and application of the collective agreement, as well as the Company’s policies and procedures, in particular those relating to occupational health and safety;
• In the absence of the Assistant Manager, validates and approves time sheets in the time management software for employees.

Operations Management (65%)

• Ensures sound management of ticketing, cinema, call center, snack bar, reception and checkroom operations at the Science Centre
• Ensures the integrity of the inventory management process;
• As super-user of sales software, assists supervisors and other colleagues in problem solving;
• Implements tools to help achieve revenue targets;
• Develops strategies to improve the financial performance of products under his/her responsibility;
• Prepares reports, analyzes performance and ensures that control measures are respected;
• Controls the quality of the customer experience and ensures that it meets the requirements of the standards established by the organization;
• Collaborates in the department’s complaint resolution process and makes adjustments based on comments or complaints received;
• Develops and revises departmental policies and procedures;
• Makes purchases, approves orders and pays invoices;
• Ensures proper use, layout and maintenance of public areas;
• Ensures effective coordination with other internal departments on deliverables and results.

EXPERIENCES & KNOWLEDGE REQUIRED :

• 5 years’ experience in personnel management and operations management in a customer service/sales environment.
• Experience in budget and project management.
• Management experience in a unionized environment
• Bachelor’s degree in a relevant field
• Knowledge of English (intermediate, level 3)
• Computer skills in operations-related systems

SKILLS REQUIRED :

• Leadership
• Developed customer approach
• Organizational skills
• Judgmental
• Results oriented
• Interpersonal communication
• Problem solving skills

SPECIFIC WORKING CONDITIONS :

• Dynamic work environment ;
• Competitive salary;
• 3 weeks vacation ;
• Floating leave (5 days);
• Full range of benefits;
• Group RRSP 3.75% of annual salary;
• Free parking (taxable benefit);
• Discounts and benefits at various merchants on the Old Port site;
• Type of employment : Permanent / Full time / Face to face work / Monday to Friday schedule (37.5 hrs / week);
• Functions require to work on evenings and weekends.

The Company is committed to an employment equity program and invites applications from women, members of visible minorities, aboriginal peoples and persons with disabilities.We thank all those who apply, but only those selected will be contacted.The use of the masculine gender is intended to lighten the text and make it easier to read.Internal posting from October 03 to 10, 2024

Company Name: Old Port of Montreal

Salary:

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