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JOB TITLE: Assistant Tourism Services Manager
REPORTS TO: Tourism Services Manager
EMPLOYMENT TYPE: Permanent Full-Time, Year-Round

OVERVIEW

The Assistant Tourism Services Manager plays a pivotal leadership role in the daily operation of the Visitor Information Centre (VIC), World’s Largest Dinosaur (WLD), and associated Giftshop. This full-time position supports the Tourism Services Manager and is empowered to act in their absence, including leading a team of up to twelve (12) staff, ensuring smooth operations, facility maintenance, exceptional visitor experiences, and strong retail performance. This role is ideal for a confident, customer-focused leader with operational and supervisory experience in tourism, retail, or hospitality.

The Assistant Tourism Services Manager will collaborate closely with all Drumheller and District Chamber of Commerce (DDCC) staff to fulfill the broader organizational mandate of promoting and enhancing tourism in Drumheller.

KEY DUTIES AND RESPONSIBILITIES

1. Leadership & Human Resource Management

• Lead, supervise, train, and support VIC and WLD team members, both year-round and seasonal staff.
• Assist with hiring, performance reviews, staff discipline, and staff training.
• Develop daily duty rosters and staff schedules to maintain adequate coverage.
• Create a positive, accountable team culture focused on high service standards.
• Track staff timesheets and assist with payroll preparation.

2. Visitor Information Centre Operations

• Supervise staff responsible for greeting and assisting visitors, and responding to inquiries in person, by phone, and via email.
• Oversee staff in maintaining and restocking tourism brochures and the accommodation board.
• Direct staff in recording and analyzing daily visitor statistics, including party size, place of origin, and purpose of visit.
• Ensure that the VIC is organized, clean, and welcoming at all times.
• Maintain an active list of current and upcoming local events.
• Assist with group bookings and Familiarization (FAM) Tours for staff training.

3. Giftshop & WLD Operations

• Oversee the opening and closing of the Giftshop and WLD daily; ensure operational readiness.
• Deliver excellent customer service and handle point of transactions.
• Receive, label, price, and stock incoming inventory.
• Organize and merchandise products using creative display techniques.
• Monitor stock levels and assist with physical inventory counts and restocking.

4. Facility Maintenance

• Conduct daily audits of VIC and WLD for cleanliness, safety, and repair needs.
• Address janitorial needs, coordinate with cleaning staff, and perform duties when needed.
• Proactively report and resolve any facility-related issues with guidance from the Tourism Services Manager and/or Executive Director.

5. Financial & Administrative Support

• Assist with inventory control and giftshop purchasing processes.
• Accurately code receipts and expenses for budget alignment.
• Support budgeting and cost control processes as assigned by the Manager or Executive Director.

6. Marketing & Communications

• Monitor and manage WLD and VIC social media accounts (Facebook, Instagram, TripAdvisor, Google) in coordination with the Tourism Services Manager.
• Respond to online reviews and comments to promote a positive brand image.
• Assist in implementing the annual marketing plan for the WLD attraction and Giftshop.

7. Organizational Support

• Participate in and support additional DDCC events or initiatives as assigned.
• Represent the VIC and WLD in a professional manner at internal and external meetings and events.

QUALIFICATIONS

• High school diploma required; post-secondary education in tourism, business, or hospitality an asset.
• Minimum 2 years of supervisory experience in tourism, retail, or hospitality.
• Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook).
• Excellent cash handling and customer service skills.
• Strong organizational, interpersonal, and communication abilities.
• Proficiency with social media platforms (Facebook, Instagram, TripAdvisor, Google).
• Familiarity with SAGE and AccuPOS system is an asset.
• Ability to lift/carry boxes up to 50 lbs and perform physical tasks.
• Emergency First Aid certification (or willingness to obtain).
• Valid Class 5 Driver’s License.

KEY ATTRIBUTES

• A confident, approachable leader who can manage people and projects with minimal supervision.
• Flexible, adaptable, and calm under pressure.
• Creative problem-solver with attention to detail and customer satisfaction.
• Passion for tourism, visitor engagement, and community development.