GUEST SERVICES MSC MANAGER
JOB SUMMARY:
Renowned for the quality of its products and services, the Old Port of Montreal Corporation manages a large recreational, tourist, and cultural site. By promoting the Old Port site and the Montreal Science Centre (CSM), the Corporation actively contributes to the city’s development. A dynamic and diverse workplace awaits you!
Reporting to the Senior Manager, Growth and Business Strategy, the Head of Visitor Services is primarily responsible for growing the Montreal Science Centre’s revenue by maximizing foot traffic and income while ensuring a high-quality customer experience. This role requires coordinating teams (ticketing, call center, and reception), managing operations, and defining and executing sales strategies.
RESPONSIBILITIES:
Human Resources Management (30%)
- Manages, motivates, and develops employees in their department (recruitment, evaluation, discipline, continuing education, etc.);
- Ensures the control and optimal management of work schedules based on needs and budgets;
- Ensures compliance with and enforcement of the collective bargaining agreement as well as the Company’s current policies and procedures, particularly those related to occupational health and safety.
Operations Management (35%)
- Ensures the smooth management of operations for the box office, cinema, call center, and reception area at the Science Center;
- Ensures that the services under their management maintain a high standard of quality and excellence;
- As a superuser of sales software, assists supervisors and other colleagues in troubleshooting;
- Implements the necessary tools to help achieve revenue targets;
- Prepares reports, analyzes performance, and ensures that control measures are followed;
- Monitors the quality of the customer experience and ensures it meets the standards established by the organization;
- Develops, documents, and reviews policies and procedures for their department;
- Ensures the proper use, layout, and maintenance of public areas.
Sales Strategy (35%)
- Develops strategies to improve foot traffic and the financial performance of the products under their responsibility;
- Optimizes pricing strategies for the product offering to maximize occupancy rates with the goal of increasing average revenue per visitor;
- Ensures close monitoring of the profitability of the offering and makes adjustments as needed;
- In collaboration with the marketing department, participates in the development of marketing strategies, the production of promotional materials, and the monitoring of marketing initiative performance;
- Develops performance indicators and mechanisms for monitoring and consolidating the quality and visitor experience of the services under their management.
DESIRED EXPERIENCE AND SKILLS:
- 5 years of management experience in a unionized environment (preferred)
- Bachelor’s degree in business administration, marketing, or a related field
- Computer skills related to operations systems (e.g., ticketing) and the Microsoft Office Suite
- Knowledge of English (intermediate, level 3)
DESIRED SKILLS:
- Business acumen
- Team leadership and performance management
- Strong customer-focused approach
- Analytical and synthesis skills
- Ability to manage multiple tasks simultaneously and strong planning skills
- Results-oriented
- Adaptability
WORK CONDITIONS:
- A dynamic and stimulating work environment;
- 3 weeks of paid annual leave, starting from the first day of employment;
- Employer contribution to RRSPs of 3.75% of salary;
- Medical and dental insurance (100% paid by the employer);
- 5 days of flexible time off and a sick leave bank per year;
- Employee assistance program provided by the employer;
- Discounts and perks at various merchants in the Old Port;
- Competitive salary;
- Employment type: permanent – non-unionized / Monday through Friday schedule
- May be required to work on weekends or evenings depending on the department’s operational needs.
- Schedule: generally Monday through Friday, but may be called in to work on certain evenings and weekends depending on departmental needs (37.5 hours/week);
- Free parking (taxable benefit).
The Société adheres to an employment equity program and invites women, visible minorities, Indigenous people, and persons with disabilities to apply.
We thank all applicants for their interest, but only those selected will be contacted.
The use of the masculine gender is intended to lighten the text and make it easier to read.
Please send your resume to [email protected]