Clerk 3 (Senior Travel Counsellor, Peggy's Cove)

About Us

Tourism Nova Scotia is a division of Communities, Culture, Tourism and Heritage. Tourism Nova Scotia works with communities and industry to encourage travel in the province and increase tourism revenues through experience and sector development, business coaching, marketing, and visitor servicing. We lead tourism marketing and development initiatives to benefit all regions of our province.

Tourism Nova Scotia operates five provincial visitor information centres (VICs) in Nova Scotia. The VICs are in: Amherst, Halifax Airport, Peggy's Cove, Port Hastings, and Yarmouth. VICs are one of the first points of contact for many visitors to Nova Scotia. Our team members are the front-line ambassadors that welcome visitors and provide travel counselling services.

For more information on Tourism Nova Scotia please visit:

About Our Opportunity

Are you passionate about promoting Nova Scotia to travellers from all over the world? Our travel counsellors at the Yarmouth VIC welcome visitors and provide customized trip-planning assistance and customer service to visitors travelling throughout Nova Scotia.

As a Senior Travel Counsellor, you will provide supervision to the Visitor Information Centre employees ensuring the delivery of quality service to visitors.

This position reports to the Peggy's Cove Visitor Information Centre Supervisor.

Primary Accountabilities

Accountabilities include:

• Delivering visitor information services in-person, over the phone, and by email
• Providing customer service by helping visitors plan their travel in Nova Scotia using sales, promotion, and people skills
• Using research skills to seek out information about tourism experiences, products, and services to share with visitors
• Collecting and recording visitor statistics and feedback
• Contribute to ensuring the safety of visitors and colleagues by staying informed of fire and safety procedures and knowing how to respond appropriately in emergency situations
• Receive, lift, and store large shipments of tourism literature (up to 30 pounds)
• Assisting the Visitor Information Centre Supervisor with the day-to-day operations.
• Supervising employees and carrying out administrative functions ensuring the delivery of quality service to visitors.
• Scheduling, forecasting staffing levels, preparing reports, building relationships with tourism partners and ensuring the smooth running of the facility.
• You will also step in on an acting basis when the VIC Supervisor is absent (as required).

Qualifications and Experience

To be considered for this position you possess Grade 11 plus four years tourism/customer service experience. An equivalent combination of training and experience may be considered. Preference will be given to candidates who have graduated from a Tourism/Hospitality program and/or have tourism-related experience.

We are seeking an individual who is personable, resourceful, proactive, and enthusiastic about promoting Nova Scotia. You have experience coaching employees and demonstrate strong customer service orientation through the ability to assist visitors while following policies and procedures.

Other required skills include:

• Excellent leadership, interpersonal and team-building skills
• Strong listening, verbal and written communication skills in a frontline customer service environment
• Excellent computer skills, internet savvy and ability to toggle between multiple computer applications
• Ability to deliver exceptional customer service, and to work cooperatively in a team environment
• Ability to multi-task, analyze problems and organize work in a fast-paced environment

The following would be considered as assets:

• Bilingualism
• Visitor Services Counsellor experience
• Sales/destination sales experience
• Experience in a contact centre environment
• Knowledge and experience in the promotion of Nova Scotia's travel experiences
• Certification in First Aid, WHMIS and certifications in Tourism/Visitor Services
  

We will assess the above qualifications and competencies using one of more of the following tools: written examination, standardized tests, oral presentations, interview(s) and reference checks.

Equivalency

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

• The full-time seasonal position requires an individual who can work over a seven-day period schedule including weekends and holidays.
• Travel may be required for work and training purposes.
• Travel expenses will be reimbursed by the employer.
  

This position is located at the Peggy's Cove VIC (96 Peggy's Point Road, Peggy's Cove)

What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies.
• Numerous career paths.