Visitor Experience Team Lead (Full-time, salary)
Location: Studio Bell, home of the National Music Centre, Calgary
Reporting to: Manager, Visitor Experience
Hours: 40 hours per week
Commitment to Fair Hiring Practices
National Music Centre (NMC) believes in the power and importance of fair hiring practices in the workplace. We ensure equal opportunity for all qualified applicants and encourage people of all visible minorities, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.
About this Position
The Visitor Experience Team Lead is a full-time, salaried role responsible for overseeing the front-of-house (FOH) and box office operations at Studio Bell. Reporting to the Manager of Visitor Experience, this position plays a key leadership role in training and supporting the Visitor Experience team, ensuring a welcoming, engaging, and safe environment for all guests. Core responsibilities include supervising daily admissions, selling memberships and concert tickets, reconciling cash, and orienting visitors to both Studio Bell and the surrounding East Village neighborhood. The role also involves managing box office operations and liaising with local tourism partners. The regular schedule is Wednesday to Sunday, 9:00 am to 5:00 pm, with occasional evening shifts as required.
Key Responsibilities
Team Management
- Provide day-to-day leadership and mentorship to the Visitor Experience Ambassadors to ensure consistent, high-quality service.
- Deliver onboarding and ongoing training focused on hospitality, safety, and visitor engagement standards.
- Develop staffing schedules with Visitor Experience and Café Coordinator that align with daily operational needs and special events, ensuring adequate coverage across front-of-house and box office stations.
- Monitor staff performance and provide coaching, support, and feedback as needed.
- Collaborate with the Visitor Experience Coordinators and Volunteer Coordinator to maintain a strong, motivated team culture.
- Contribute to the refinement and documentation of standard operating procedures and guest service protocols.
- Assist in organizing staff meetings and professional development opportunities.
Customer Service
- Serve as a frontline representative of Studio Bell, greeting visitors with enthusiasm and professionalism.
- Oversee the daily flow of the admissions desk, ensuring prompt and accurate ticketing, membership sales, and information delivery.
- Proactively address guest questions, concerns, and escalations with diplomacy, using established procedures to resolve issues efficiently.
- Foster a welcoming and inclusive environment for all guests, including families, tourists, and members.
- Stay well-informed about Studio Bell programs, concerts, exhibits, and Calgary-area events to share with visitors.
- Support private tour bookings by coordinating logistics, preparing materials, and providing host services as needed.
- Ensure all team members consistently apply NMC’s service standards and accessibility practices.
Box Office Operations
- Manage internal and external ticketing processes for events hosted at Studio Bell, including seating charts, guest lists, and ticket distribution.
- Serve as the key liaison with the programming and marketing teams to ensure seamless promotion and delivery of ticketed events.
- Ensure accuracy and timeliness in end-of-day reconciliations and reporting.
- Monitor box office software systems to maintain functionality and update as needed.
- Supervise bar service operations during events, ensuring compliance with ProServe and health/safety requirements.
Studio Bell & Community Liaison
- Act as an ambassador for Studio Bell in building relationships with local tourism boards, hotels, and tour operators.
- Represent NMC at occasional off-site events or industry meetups.
- Support tourism-driven programming by coordinating private and VIP tours, creating exceptional guest experiences that align with NMC’s mission.
- Work closely with the Programming department to align visitor services with scheduled events, tours, and educational activities.
- Assist in gathering visitor feedback and reporting insights that can help improve NMC’s services and visitor offerings.
Other Responsibilities
- Participate in cross-departmental collaboration for events, seasonal programs, and special initiatives.
- Assist with occasional administrative tasks such as inventory ordering for front-of-house supplies or contributing to internal reports.
- Maintain flexibility to support other operational needs as they arise, especially during peak periods or events.
Qualifications
- Minimum 3 years of experience in customer service, retail, or hospitality
- Previous experience in sales and/or upselling
- ProServe certification is an asset
- Strong and accurate cash handling skills
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Strong communication skills and fluency in English
- Confidence engaging with diverse visitors, internal teams, and volunteers
- Interest in music, Calgary culture, and local tourism
- Ability to work weekends and occasional evenings
- Experience with ticketing software is an asset
- Experience working with volunteers
- Bilingualism (French or other languages) is a plus
Key Relationships
- Manager, Visitor Experience
- Visitor Experience Coordinator
- Volunteer Coordinator
- Café & Retail Operator
- Volunteer Team
Employee Benefits
All employees who successfully complete their probation period are eligible for:
- Medical and dental benefits
- RRSP matching program
Applications
Qualified applicants should send resume in PDF form to meaghan.lawrence@nmc.ca no later than June 16, 2025. Please ensure that your full name is in the file name (ex: Smith_John_cover_letter_resume) and the subject line of your email is: Visitor Experience Ambassador (Part-time). We ask for no phone calls.