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Visitor Experience Coordinator

Position Summary

The Visitor Experience Coordinator is responsible for enhancing the experience of visitors to Winnipeg to maximize stays and encourage repeat visits in order to increase tourism revenues. The Visitor Experience Coordinator delivers frontline training programs on what to see and do for hotels, attractions and major conventions, manages a mobile travel information centre, assists tour companies in promoting their group and packaged tours to Winnipeg and updates Simpleview, the database.

Responsibilities/functions

  • Undertake visitor services and outreach to stakeholders 
  • Lead the growth for repeat visits and positive word-of-mouth advertising 
  • Undertake responsibility for increasing tourism expenditures by offering excellent customer service for group and packaged tours coming to Winnipeg 
  • Update the database, Simpleview

Travel Trade Services

  • Develop strong relationships with clients and partners through regular contact
  • Reach out to clients for pre- and post- assistance to maximize service offerings, post-surveys, promotional materials, welcome kits, etc.

Visitor Services

  • Develop and deliver the mobile visitor services platform that promotes leisure visitation to Winnipeg at major events and conventions 
  • Staff mobile travel information booths at special events and conventions 
  • Assist Visitor Services Coordinator in responding to visitors enquiries through live chat, emails, telephone and in-person visits

Industry relations

  • Keep up-to-date with changes in tourist activity and events and communicate to staff and industry stakeholders 
  • Conduct tourism presentations to local groups on Winnipeg’s signature experiences and visitor activities 
  • Collaborate with post-secondary institutions to provide visitor information for new students, visiting sports teams and alumni events 
  • Collaborate with Manitoba Tourism Education Council to provide visitor information for their training programs 
  • Develop positive working relationships with tourism stakeholders and other businesses including schools, social clubs, etc. 
  • Deliver visitor satisfaction surveys 
  • Actively engage in Tourism Winnipeg’s social media platform

Frontline training

  • Deliver frontline training sessions at hotels, attractions and major conventions so staff are better equipped to provide what to see and do for visitors to ensure visitors have the very best  experiences in Winnipeg for repeat visits and positive word-of-mouth advertising 
  • Assist in organizing frontline industry familiarization tours with travel trade stakeholders to increase product knowledge

Internal

  • Work alongside Visitor Experiences Coordinator to analyze inventory of collateral material and prepare monthly reports 
  • Update the Simpleview database, the customer relations management database system
  • Front desk reception back-up 
  • Produce accurate monthly reports 
  • Provide overall assistance and support as required 
  • Undertake special projects as required 
  • Work responsibly in accordance with the Corporation’s Policy Playbook

Skills & Abilities

  •  Excellent product knowledge of Winnipeg’s tourism industry
  •  Excellent customer and client service skills
  •  Strong project management and project leadership skills
  •  Strong event planning skills
  •  Possess excellent organizational and time management skills with the ability to handle several concurrent projects
  •  Demonstrate outstanding communication skills: verbal, written and listening
  • Strong problem solving, analytical, creative thinking and decision-making skills
  • Ability to work well in a team environment and independently
  • Digital and social media activities
  • Strong aptitude for computer programs
  • Some travel may be required
  • Results and detail oriented
  • Valid driver’s license required
  • Access to a vehicle required
  • Must be available to work extended hours as required
  • High degree of professionalism and dedication
  • Must be flexible and adaptable to change

Education/Experience

  •  Post-secondary education from an accredited college or university or
  •  Minimum of three years’ experience in project management and/or event planning
  • Previous experience in hospitality preferred
  • Significant technical knowledge and experience in Microsoft Office and social media

Please submit your resume to Sharon Kubrakovich by February 1, 2017.

Please be advised only those selected for an interview will be contacted.