Supervisor of Revenue & Visitor Services

Description

• Plans, organizes, directs controls, implements and evaluates recurring revenue streams, defines program parameters, develops protocols, scope and priorities, develops action plans based on survey results.
• Oversees business operations, expense and revenue budgets for VanDusen, Bloedel and the Celebration Pavilion. This includes monitoring and administering budgets on a day-to-day basis, creating recommendations and implementing remedial action to offset budget variances.
• Provides coaching on a timely basis; develops goals and expectations, identifies training and development for subordinate staff.
• As a member of the management team, the main focus of the Supervisor of Revenue and Visitor Services is on the development and implementation of service improvements to increase visitor engagement and satisfaction, enhancing revenue opportunities and encouraging workplace productivity by building and supporting effective team relationships with employees, colleagues, customers and suppliers.
• Supports marketing strategies with the primary goal of increased revenue, visitation and utilization of the Garden, Conservatory and Celebration Pavilion.
• Establishes and maintains communication around policies, updates and issues, and collaborates with staff and many partners, including the joint operating partner, the Vancouver Botanical Gardens Association. Problem solves when issues arise.
• Provides leadership and supervision to staff, including hiring and termination, discipline, performance and attendance management, coaching, training and development. Inspires, motivates, guides and directs all staff.
• Develops, generates and analyzes financial reports for ongoing management of the budget as well as comparative attendance and revenue in all assigned areas for admission, rentals, special events and the gift shops. Completes monthly budget variance reports.
• Establishes sales and revenue targets for all assigned revenue areas; directs, controls, implements and evaluates transparent result-based management and performance measures, defines goals and expectations, develops strategies to identify challenges and makes recommendations to address identified issues.

Requirements

• Knowledge and demonstrated experience in HR management, staff training and labour relations
• Demonstrated ability and established track record in the development and implementation of marketing and revenue generating programs and campaigns
• Ability to work constructively and consultative with staff in the organization, various levels of government, private and public organizations and residents
• Ability to thrive under pressure and handle multiple tasks and changing priorities within tight time frames
• Ability to be on-site full time
• Sound judgment and ability to effectively and professionally represent the Vancouver Board of Parks and Recreation to external partners
• Ability to carry out skilful negotiations and interest based conflict resolution
• Strong organizational skills including setting priorities, political awareness and sensitivity
• Knowledge of methods and process for accounting and financial management
• Demonstrated ability to build partnerships and alliances with peers, donors and business communities, partners and staff
• Demonstrated experience in HR management, including recruiting, discipline, representing the Employer at grievance hearings and addressing employment issues in accordance with Collective Agreement provisions
• Bachelor’s degree in business, marketing or an equivalent level of experience and training
• Demonstrated ability to plan work programs and projects, suggest changes and revisions to strategic plans and programs
• At least 5 years work experience in the field of marketing and customer service combined with financial administration, revenue generating venues and facility management
• Experience with SAP is an asset
• Good knowledge of and demonstrated ability to work with government
• Ability to prepare complex reports on policy, financial and operations matters
• Excellent knowledge of and strong understanding of marketing with a focus on revenue generation
• Ability to plan for, assign work and supervise a diverse workgroup and/or contractors engaged in activities and administrative tasks
• Excellent interpersonal skills including ability to coach and develop others
• Ability to manage organizational changes, anticipating future events and determine service delivery alternatives to ensure an efficient use of resources
• Demonstrated proficiency in MS Office
• Excellent ability to resolve conflict and to lead problems solving in an inclusive positive manner with the ability to articulate own goals and those of others
• Demonstrated experience working with non-profit boards, committees, donors and volunteers
• Knowledge of methods and requirements to provide excellent customer service
• Ability to plan and control a budget and administer funds
• A high level of personal and professional excellence, including the ability to align personal and organizational values
• Demonstrated ability to speak in public
• At least 5 years working at management level
• High level of familiarity with not-for-profit organizations, arts and cultural operations, management, facilities and governance issues and opportunities
• Demonstrated experience in capacity building where the incumbent played a significant role in leading programs, coordinating and facilitating efforts of different groups and working in concert with the community
• Strong communications skills with the ability to formulate and articulate ideas and opinions
• Demonstrated ability to be innovative, flexible and entrepreneurial
• Knowledge of fundraising /granting environments with knowledge of private/public sector agencies

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance