REPORTS TO: Assistant Manager, Interpretation

WAGE: $17.30 per hour

DURATION: six months

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. The Heritage Interpreter 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. The Heritage Interpreter 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 guided tours and assist with presentations and workshops to individuals, school groups and special interest groups
• 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 Saputo Hall; 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
• Help to orient new Visitor Experience staff and volunteers
• Cross train and provide customer service in the Gift Shop if required.

Education, Knowledge & Experience

Skills and Qualifications – Required

• 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
• Fluency in English and French, written and oral.
• 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

The Canadian Museum of Immigration at Pier 21 is committed to having a skilled, diversified workforce reflective of Canadian Society. Applications are invited from all qualified candidates, including Indigenous, women, people of any sexual orientation, gender identity or gender expression, visible minorities, racialized people, and people with disabilities. The Museum is committed to developing inclusive, barrier-free selection processes and work environment. Alternative selection tool methods and/or reasonable accommodation are available upon request.

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