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Job Description:
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Bilingual Heritage Interpreter
REPORTS TO: Interpretation and Visitor Experience Manager
WAGE: Hourly starting at $12.50
DURATION: Six-month, hourly position
Job Scope
The primary responsibility of the Interpreter is to provide excellent customer service to individuals, school groups and special interest groups on visits to the Canadian Museum of Immigration at Pier 21. He/she is expected to interpret the permanent, travelling and temporary exhibitions, describe particular areas of interest, answer questions and provide historically accurate information on immigration in a creative way that encourages the audience to participate. He/she must also complete accurate cash, debit and credit transactions at the front ticket counter, and may be asked to provide customer service in the Gift Shop occasionally.
Primary duties
Deliver bilingual (French/English) guided tours, presentations and workshops to individuals, school groups and special interest groups
Assist with the delivery of special programming
Ensure visitor satisfaction with excellent customer service and communication skills
Meet and greet visitors in both official languages and provide general Museum and tourist information as required
Participate in the development of interpretive programming
Sell tickets, receive cash and perform end-of-day cash reconciliation according to instruction
Monitor the frontline conditions and report and/or remedy concerns appropriately remedy concerns appropriately, including the appearance of the lobby and Welcome Pavilion; changes in the state of exhibitions and workshop materials; equipment set-up; etc.
Assist with quality control in the Museum
Conduct ongoing and regular research to improve the quality of Museum presentations and to provide accurate and timely information
Develop a well-rounded, current knowledge of the Museum, including all departments and services in order to offer appropriate recommendations/ information to visitors
Conduct daily opening and closing operations of the Museum
Assume additional responsibilities as requested by the Interpretation and Visitor Experience Manager and the Interpretation and Visitor Experience Coordinator
Help to orient and train new and seasonal Visitor Experience staff and volunteers
Cross train and provide customer service in the Gift Shop if required.
Education, Knowledge & Experience
Skills and Qualifications – Required
Fluency in English and French
Bachelor’s degree or certificate in related discipline such as history, education, tourism or an equivalent in years of experience through demonstrated ability
High level of customer service skills and knowledge
Well-developed communication, leadership and organizational skills
An outwardly consistent, positive and enthusiastic attitude
A demonstrated excellent understanding of how to provide exceptional visitor service
High accuracy in performing cash, debit and credit transactions
Dedicated to keeping all forms and reports constantly up-to-date and accurate
The ability to remain calm and professional under frequently changing and stressful circumstances
Comfort with public speaking
Skills and Qualifications – Desired
Experience serving the public within a high traffic environment either within a museum, visitor attraction and/or customer service position
Experience leading activities for children
Experience in a team environment
Experience working with volunteers
If interested, please forward a cover letter & CV no later than May 25th, 2018 to: Kristine Kovacevic, Interpretation and Visitor Experience Manager at kkovacevic@pier21.ca
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