Visitor Services Supervisor

Role Responsibilities

The Visitor Services Supervisor provides leadership and operational oversight for the delivery of visitor services within Alberta Parks. The role supervises permanent and seasonal staff and is responsible for recruitment, onboarding, training, scheduling, coaching, performance management, occupational health and safety, and ensuring staff are prepared to respond to operational and emergency situations.

The position oversees day-to-day visitor service operations, including campground reservations and registration, visitor center services, retail operations, information services, cash handling and revenue reconciliation. It ensures visitors receive safe, timely and high-quality service while resolving customer concerns and responding to changing operational needs.

The role is also responsible for program budget administration, revenue and expenditure monitoring, inventory and financial processes, and supporting the management and monitoring of applicable service contracts. It works collaboratively with Park Rangers, Conservation Officers, Visitor Engagement, maintenance teams, other Alberta Parks program areas, contractors, municipalities and tourism organizations to support coordinated service delivery.

A key component of the position is continuous improvement. The Visitor Services Supervisor evaluates staff and visitor feedback, monitors service delivery and performance measures, identifies operational efficiencies, and recommends improvements to ensure programs remain responsive, effective and aligned with Alberta Parks priorities. The position requires a high degree of independent judgment, adaptability, problem solving and leadership in managing staffing, customer service and operational issues.

The Job Description is provided for further details on this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

Qualifications

University graduation in a related field (Business administration, parks and recreation, public administration, natural resources, Communication or others); no experience required; or equivalent as described below.

Equivalency: Directly related education or experience considered on the basis of: 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education. 

Additional Requirements:

• A valid Class 5 Driver’s Licence.
• Valid Standard First Aide &CPR level C + AED Certificate
• Drivers Abstract
• Criminal Record Check
• Strong customer and visitor service skills, including the ability to effectively address inquiries, concerns and challenging service situations.
• Leadership skills and the ability to provide direction, coaching and support to staff.
• Strong organizational and planning skills with the ability to manage competing operational priorities.
• Strong verbal and written communication skills.
• Problem-solving and decision-making skills and the ability to respond effectively to changing operational requirements.
• Ability to establish and maintain effective working relationships with staff, stakeholders and other program areas.
• Proficiency with Microsoft Office applications and the ability to work with computer-based operational systems.

Assets to the role include the following:

• Experience supervising or leading permanent and/or seasonal staff.
• Experience recruiting, onboarding, training, scheduling, coaching or supporting employee performance.
• Experience working in parks, recreation, tourism, hospitality, visitor services or a similar public-facing operational environment.
• Experience with campground, visitor centre, reservation or other visitor-service operations.
• Experience responding to complex customer complaints or escalated service situations.
• Experience with cash handling, revenue reconciliation, expenditure monitoring, invoicing or budget administration.
• Experience with retail operations and inventory management.
• Experience supporting contracts, service agreements or vendor relationships.
• Experience developing or implementing operational procedures, service standards or continuous-improvement initiatives.
• Experience working in a seasonal or high-volume operational environment where priorities and staffing requirements change frequently.
• Food Safety Course
   

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

This position works Monday to Friday, 8:00 AM-4:30 PM, 36.25 hours a week.

In your application, please include a cover letter detailing your interest and role-related experience.

Instructions for your Resume:

• Include date ranges (month and year) associated with all education and work experience – we are unable to assess resumes without this information. 
• Indicate whether your work experience was casual, part-time or full-time.
• Example: Foreman: Jan 2016 – June 2019 (PT, 3 eight-hour shifts per week). 

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what we have to offer:

• Working for the Alberta Public Service.
• Public Service Pension Plan (PSPP)  
• Alberta Public Service Benefit Information.
• Professional learning and development.
• Research Alberta Public Service Careers tool.
• Positive workplace culture and work-life balance.