Guest Services Agent

Job Title: Guest Services Agent

Position Type: Seasonal

Contract Start: April 1, 2025

Contract Start: January 12, 2026

Hours: Weekends and Holidays; Varies based on operational requirements

Department: Hospitality and Events

Reports To: Manager, Guest Relations and Special Events

Department Overview:

This division is responsible for all of our retail enterprises, which include five year-round shops in Heritage Town Square and those in the village that are open only in the summer, featuring our famous Claresholm General Store (candy store). The warehouse department ensures products are received and distributed throughout our facilities, and warehouse equipment and vehicles are maintained in accordance with park and safety standards. Our guest services department that fulfills the call centre and reception role are also part of this division.

Job Overview:

Under the direction of the Guests Services Manager, the Guest Services Agent will handle all public inquiries made to the Guest Services department, both telephone and walk-up. This position is also responsible for the database management and assistance with online sales of annual passes, bulk tickets and event tickets.

Responsibilities:

Guest Services

• Warmly greet and assist all guests visiting the Administration Office, effectively managing customer inquiries and comments
  
• Manage the annual pass program, overseeing sales and ensuring accurate database management
• Demonstrate comprehensive knowledge of Park operations, offering guidance to guests and making informed recommendations
• Operate the Park's main telephone line, efficiently directing calls and inquiries
• Handle incoming and outgoing courier items and mail, maintaining organization and timely distribution
• Process sales for the Bulk Ticket program, as well as assist guests with annual pass and ticketed event sales and payments
• Conduct payment reconciliation and ensure the security of the Guest Services area by controlling door access
• Provides additional support to Gasoline Alley and Front Gate admissions as needed
• Complete various administrative tasks, including mail-outs, statistics compilation, and filing, as assigned
• Perform other duties as assigned

Organizational Excellence and Wellbeing

• Contribute to inspiring and immersive experiences at the Park through your roles and responsibilities by engaging in Heritage Park initiatives that align with the overall mission and vision of the Park
• Demonstrate commitment to workplace health and safety by complying with Heritage Park's Health, Safety and Environment Management System (HSEMS), following safe work practices, reporting work-related incidents, injuries and hazards, participating in employer training, and adhering policies including the Code of Conduct and the Workplace Violence and Harassment policy
• Actively support a positive work environment through creating an atmosphere of inclusion, engagement and fulfillment in line with Heritage Park values
• Demonstrate responsible stewardship of our people, collections and financial assets by ensuring that they are handled with integrity, sustainability, and a focus on long-term benefits for the organization and its stakeholders
• Perform other duties as required

Required Qualifications:

• High school diploma and six months to one year of job-related experience, or an equivalent combination; 
• Prior experience in a call centre or customer service role with job duties that include: data base entry and cash handling experience is required
• Strong customer service orientation and communication skills with a polite and professional telephone manner
• Experience with Microsoft Office products is required with strong data entry skills and attention to detail
• Demonstrated strong interpersonal and communication skills in a client-faced setting
• All successful candidates (over the age of 18) will be required to go through Police Information Check as a condition of employment. 

Hours of Work:

• Saturdays and Sundays, 8-hour shifts; and
• Additional hours may be required during peak seasonal times, holidays, and vacation relief for other staff. 

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