Receptionist (Bilingual French/English)

Pay Group: 3

General

Reporting to the Visitor Experience Supervisor, the Receptionist is an outgoing and sales-oriented individual with strong customer service and organization skills. This key front-line position is the first point of contact for many Museum visitors and is responsible for operating the central switchboard and welcoming and directing visitors, processing admission and membership sales in a timely manner, as well as, creating a positive visitor experience.

The Receptionist manages the front reception desk and supports all activities that involve visitors and potential visitors to the Museum, serving as a vital liaison between the community and the Museum – through in-person, phone, and email communication.

The Receptionist also provides administrative support to the Visitor Experience Department, as well as, other Museum departments as needed to ensure the organization can operate efficiently. Initiative is required in determining work priorities, as well as, courtesy, tact and good judgement when dealing with internal and external customers. Fluency in both official languages is required for this position.

Criminal record, vulnerable sector and child abuse registry checks will be required of the successful candidate.

Priority 1: Frontline Liaison (30%)

To facilitate a positive visitor experience by welcoming visitors and answering inquiries in a friendly and competent manner to encourage repeat visits, increased sales, and Museum loyalty (Membership). When engaging with Museum staff, the Receptionist/VEA is to assist in the coordination of the flow of basic operational information between departments and frontline staff.

1. Maintain a constant staff presence at the front reception desk, welcome and direct visitors and school groups, answer visitor inquiries, and provide information in both official languages.
2. Using appropriate communication etiquette and internal procedures, operate the Museum’s switchboard, answer incoming phone calls, respond to email inquiries, and forward messages to the appropriate staff.
3. Respond to and resolve visitor comments and complaints, calling upon the appropriate Supervisor or Manager as needed. Encourage visitors to fill out a Comment Card or the Museum’s online comment form.
4. Connect visitors arriving at the Museum for meetings to the appropriate staff member, ensuring they are signed in and are assigned an appropriate Visitor/Contractor Badge.
5. Assist in relaying information from departments to front-line staff (i.e. show changes, staff absences, etc.).
6. Assist in maintaining excellent housekeeping standards at the front desk and in the foyer at all times.
7. Ensure signage in all public areas is accurate and create temporary signage as needed (i.e. elevator down).
8. In the event of an emergency, act as a Fire Monitor and provide instructions and guidance to staff and visitors. Make emergency evacuation announcements over the loudspeaker when safe to do so.
9. Stay up to date on Museum events, promotions, and procedures to inform and assist visitors.

Priority 2: Process Box Office Sales (30%)

To act as Visitor Experience Associate and process admission and Membership sales in a timely and accurate manner with the goal of increased sales when the need arises, including staff lunch breaks, absences, or high visitor peak times (assist with long line-ups, group check-ins, etc.).

1. Conduct opening and closing procedures on cash registers, prepare bank coin orders, reconcile daily records for cash-outs, and prepare daily deposits.
2. Maintain a high accuracy rate by entering customer details into the database, processing various payment/paperwork forms with efficiency, and following proper payment handling procedures.
3. Process Box Office admission sales to all permanent venues and temporary exhibitions including control and maintenance of payments using ticketing, retail sale and/or other point-of-sale hardware and software.
4. Tactfully up-sell admission tickets to Memberships and recommend additional sales options to visitors such as Shop products and special events or programs dependent on visitor needs to maximize revenue per transaction.

Priority 3: Administrative Support (20%)

To provide support within the Visitor Experience Department, as well as, for various Museum departments to assist in the organization’s ability to function more effectively.

1. Maintain digital/hard copy reception files and keep them organized and easily accessible.
2. Maintain Museum staff phone directory by updating the list as staff changes occur.
3. Keep track of parcel deliveries, shop pick up orders, special events, and staff movements (i.e. meetings) daily.
4. Act as the liaison between the Museum and Canada Post/Mail Couriers.
5. Process outgoing mail daily and coordinate pick-up/delivery of mail and courier services.
6. Respond to and coordinate community donation requests by corresponding with the request contact, creating the donation package, and coordinating donation pick-up.
7. Communicate with event guests and maintain RSVP lists for, Member, and volunteer events.
8. Ensure appropriate welcoming and billing of school groups.
9. Collaborate with Security Guards on visitor entry into frontline areas and overall security needs.

Priority 4: Manitoba Tourism Ambassador (10%)

To advocate for Manitoba tourist attractions through the promotion, display, and distribution of printed tourism materials.

1. Coordinate with tourism organizations for the order/delivery of printed materials for display at the Museum.
2. Display and restock printed tourism materials on racks at the management-specified location within the Foyer.
3. Provide general information and directions to visitors about other tourist attractions in Manitoba and encourage visitors to browse through printed tourism materials.

Priority 5: Other (10%)

To assist with other duties as reasonably assigned.

Education, Training and Experience

1. Completion of a high school diploma,
2. Computer training in Microsoft Suite (word processing, database, and spreadsheet applications),
3. Completion of post-secondary Office Administration program/course(s) considered an asset,
4. Minimum two years of experience in a front desk environment working with the general public,
5. Minimum two years of experience handling cash,
6. Minimum two years of experience operating a switchboard, or
7. An equivalent combination of education and experience.

Skills, Abilities and Knowledge

1. Fluency in both official languages (English and French) is required
2. Enthusiastic and friendly manner with a genuine desire to provide outstanding customer service
3. Effective written/oral communication, interpersonal, and numeracy skills
4. Demonstrated ability to engage effectively with culturally diverse audiences/audiences of varying age
5. Demonstrated ability to work well with a variety of individuals while maintaining a positive proactive attitude.
6. Knowledge and understanding of the requirements of proper business demeanour, including conscientiousness, reliability, punctual attendance, priority setting, and time management
7. Ability to problem solve, multi-task, work as part of a team, and take initiative independent of direct supervision
8. Ability to remain calm in stressful situations and be flexible to last-minute requests
9. Must be highly organized and able to bring care, tact, and attention to detail to every task
10. Must possess basic clerical skills including typing, data entry, ability to use the internet and email
11. Proficient working knowledge of and skill in Microsoft Office and Windows applications.

Working Conditions and Physical Demands

The physical demands and work environment described here are representative of those employee encounters while performing the essential functions of this position:

1. Ability to exert up to 5kg of force and occasionally lift/move objects up to 10kg
2. Ability to sit and/or stand for at least 2 consecutive hours
3. May occasionally involve stooping, kneeling, squatting, pushing/pulling, and reaching above the shoulders
4. Operation of standard office equipment is required (i.e. phone, computer, copier, etc.)
5. Day-to-day moderate noise in an open setting; exposure to loud noise may occur due to large groups/events

Conditions of Employment

1. Must be available to work 8:30 am-4:30 pm, Monday to Friday
2. Child Abuse Registry Check
3. French Language Proficiency Test

This is a full-time permanent position with an anticipated start date in October 2024. The salary range is $34,598.16 to 43,777.68 annually. Application deadline is Sunday, October 6, 2024.

Please submit your resume and cover letter to:

Director of Human Resources
Manitoba Museum
190 Rupert Avenue
Winnipeg, Manitoba R3B 0N2
HR@ManitobaMuseum.ca

The Manitoba Museum is committed to inclusion and employment equity and welcomes diversity in the workplace. The Manitoba Museum recognizes the importance of building a workforce reflective of the visitors it serves. Therefore, the Manitoba Museum supports equitable employment practices and promotes representation of designated groups (women, Indigenous people, persons with disabilities, visible minorities).

Employment Equity is a factor in selection for this position. Consideration will be given to Indigenous people, visible minorities and persons with disabilities. All applicants are encouraged to self-identify if they are members of the designated groups (women, Indigenous people, persons with disabilities, visible minorities) in their application.

 This document is available in other formats and accommodations will be provided throughout the selection process upon request.  Contact Human Resources at 204-956-2830 if you have an accommodation request.

We thank all applicants for their interest; however, only those being considered for interviews will be contacted. We are not able to acknowledge receipt of applications submitted via Fax or mail.