Summary of Duties:

Reporting to the General Manager, Tourism London, the Coordinator, Communications, Research and Membership is responsible for supervising seasonal and permanent employees of the Tourism London Welcome Centres. This position provides leadership in the execution and delivery of information services to prospective and actual visitors to the community, as well as the processing of inquiries received over the Internet, by telephone, in writing or by other means related to tourists/visitors, members, students, City and senior government representatives and other inquirers. The Coordinator, Communications, Research and Membership will contribute skills, expertise, and assets to the goal of building a healthy and strong tourism industry in the community.   

Work Performed:

• Responsible for supervising employees including hiring, administration, training, performance aspects, the assignment of work responsibilities and scheduling of reporting employees, including casual staff. Respond to and refer sensitive and confidential human resource issues as required. 
• Undertake the annual staffing and operational planning related to the seasonal and permanent Tourism Welcome Centres, including identification of materials to be distributed, operating policies and procedures, facility services and long-term planning and related components. 
• Provide leadership in the execution and delivery of services and programs in the following areas of accountability: 
  • Oversee the distribution of information, brochures and other materials to visitors to the Tourism London Welcome Centres, both in person, virtually and over the phone.
  • Collect and consolidate visitor information and other data, statistics, and research information. Prepare monthly reports for internal and external circulation, including presentation at Tourism London’s Board of Directors meetings. 

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• • Perform financial duties such as undertaking the collection of funds, Point of Sales transactions, cash deposits and invoicing duties as required.
• • Research, source and purchase souvenirs and related products for sale at Tourism London Welcome Centres. Ensure Point of Sale system is up to date with souvenir inventory. Track and complete year-end souvenir inventory for City of London Finance and Tourism London auditing purposes.    
• • Perform various Tourism London website related duties such as the gathering and uploading of events, assist with the creation and editing of blogs and membership profiles as required and general site maintenance. 
  • Work with Conventions Tourism, Culture and Entertainment Tourism, the London Music Office and Sport Tourism on various projects and other Tourism London initiatives.
  • Attend Tourism London managers’ meetings as the representative of the business unit to provide updates and collaborate with all Tourism London business units.
  • Oversee the development and production of Tourism London’s brochures and print materials including Tourism London’s yearly Visitor Guide. Facilitate and participate in brainstorming sessions and assist with content creation and editing as required.
     

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• • Coordinate, manage and assist with tasks for Seasonal Tourism Counsellors and Senior Tourist Counsellors in servicing requirements at events, such as tradeshows, research sessions, presentations and more.
  • Attend, participate in and present at Tourism London’s Annual General Meeting. Assign, manage and assist tasks for Seasonal Tourism Counsellors and Senior Tourist Counsellors regarding the Annual General Meeting. 
• Encourage and support employee participation and commitment to service area and organizational objectives.  Actively mentor, provide development opportunities and build team performance with direct reports.  
• Build and encourage employee commitment to a high level of performance in all areas of customer service, employee safety and delivery of individual goals and objectives. 
• Demonstrate commitment to supporting anti-racism, anti-oppression, and human rights through interactions with community partners, employees and individuals and promote programs and initiatives that reflect this commitment. 
• Demonstrate commitment and adherence to Health and Safety legislation and programs; actively promote a culture of safety.
• Track performance measures for Unit deliverables using appropriate data collection and analytics.

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• Fairly and consistently administer provisions of various collective agreements.
• Participate as directed on City of London and partner organization committees and teams.
• Prepare, monitor, and manage operating budgets within areas of responsibility. Recommend budget needs to General Manager and initiate actions to operate within fiscal plans. 
• Prepare reports and/or presentations as required. 
• Perform related duties as assigned. 

Qualifications:

• Completion of a two-year Diploma in Tourism and Travel or equivalent combination of education and related professional and lived community experience. 
• Three to five years related experience including team leadership or supervisory responsibilities.
• Current Standard First Aid Certification an asset.
• Class G driver’s license and use of a vehicle an asset.

Skills and Abilities:

• Demonstrated knowledge and experience in the above identified areas of accountability with an understanding of the Unit’s programs and services.
• Demonstrated success leading or supervising employees. 
• Proven commitment to the safety of employees with knowledge of the Occupational Health and Safety Act and applicable regulations as it relates to the position.
• Ability to understand the importance of service delivery; develop and implement initiatives that support Tourism London’s customers in a timely and effective way.
• Demonstrated effective interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations within the community; experience working collaboratively with organizations, clients, and other partners. 
• Proficient in MS Office Suite (Word, Excel, Outlook, etc.). 
• Strong verbal, written, interpersonal, communication, facilitation, and presentation skills.
• Ability to work outside regular working hours, as required, including weekends.

Compensation & Other Information:

$66,134 - $86,073

This posting is for 1 permanent full-time position.

Current hours of Work: Monday - Friday from 8:30 a.m. to 4:30 p.m. 

Work Arrangement: Mostly in office with some hybrid work may be available.  There will be some "on call" responsibilities which would include support on evening and weekends.

These hours of work are subject to change in accordance to business requirements.

Police Record Check

The successful candidate will be required to complete a Criminal Record Check.