Availability Requirement: This administrative role includes ongoing weekend shift on Saturdays as part of the regular work schedule. This schedule is Tuesday to Saturday, 9am to 5pm
SUMMARY
Cambridge Butterfly Conservatory is a unique and high-profile tourist attraction. We provide customer-service-focused education that promotes the appreciation of butterflies and other invertebrates and highlights the important role these animals play in our ecosystem. We value our positive work culture, prioritize a work-life balance, and encourage collaboration among our strong team of passionate experts. This is an ideal role for someone who wants to provide a warm welcome to guests and enthusiastically engage and assist them to create a memorable experience while they visit.
The Guest Services & Administrative Coordinator will assist with a diverse assortment of duties that reflect the immediate needs of the organization. In the capacity of Guest Services, this role is responsible for delivering exceptional, guest-centred services the moment guests arrive exceeding premium hospitality standards where guest satisfaction and the quality of their experience are top priorities. This position actively interacts with guests fostering a welcoming, friendly, and informative environment. Through attentive service, positive interactions, and a commitment to excellence, the Guest Services team member ensures each guest leaves with a memorable and meaningful experience. In the capacity of Administrative Coordinator, this role assists with a variety of administrative tasks such as answering phones, processing tickets and payments, coordinating program and event bookings, and other general office support. In addition, this role supports operations in other frontline departments such as the Giftstore, Admission, Café, and Conservatory, as required.
RESPONSIBILITIES
Administrative Coordinator
Booking Coordination
- Maintain a current understanding of all programs, policies and standard operating procedures related to timed ticketing and program bookings
- Correspond with customers by phone or e-mail to provide information on bookings and events
- Conduct sales transactions in Quickbooks and Roller and provide confirmations and follow-ups for in-house programs (ie Education Programs, Summer Day Camps, etc)
- Coordinate the execution of bookings amongst our team (other booking coordinators, duty managers, and department managers)
- Collaborate with booking team to ensure that shared documents, calendars, and email inboxes are kept organized and updated
- Maintain records and materials regularly, update programming information when necessary (pricing, taxes, policies, etc), and manage and distribute outgoing paperwork (teacher checklists, menus etc)
- Prepare numerical & financial reports for a variety of revenue streams
- Provide coverage for absences, vacations, or exceptional circumstances as needed
Office Administration
- Answer general phone line, and respond to voicemails and e-mails
- Assist with ticket, membership, and gift card purchases, alterations, and discounts
- Provide info on accommodating accessibility and alternative ticket types
- Provide general office support and assist with data entry and record management
- Assist with the administration and updates of the phone system and website, monitor social media, and assist with communications
- Manage office supply inventory, ordering, and receiving
Weddings & Events
- Prepare Wedding & Event room set-ups (classrooms, dining room, wedding suite(s))
- Greet bridal parties, receive client deliveries (decorations, alcohol, flowers), and process wedding payments
- As needed, respond to Weddings and Events inquiries over the phone and through email, and assist with distribution of wedding packages to interested clients
Guest Services
Gift Store, Admissions, Conservatory, & Café
- Welcome and greet guests in a friendly and enthusiastic manner and advise them of the facility layout, discuss featured exhibits, special events, tours, and Café specials
- Engage guests by providing interesting/unique facts, identifying butterflies, insects, plants and birds, answering guest questions, and handling live insects and arthropods
- Provide information to guests and respond to customer comments
- Process transactions across all frontline areas through the point-of-sale system including: retail and merchandise purchases, the sale of tickets and memberships, and food and beverage orders
- In cooperation with other staff, maintain a clean and tidy environment for staff and the public by keeping windows, surfaces, exhibits, visitor washrooms, and signage clean in work and display areas
- Maintain a tidy and clean Café front-of-house, dining area, and patio with table service, bussing tables, dishwashing, cleaning, sweeping, mopping, and removing garbage to comply with government Food Safety and Health & Safety standards
- Ensure pathways in conservatory are tidy and free from slip & trip hazards including plant material
- Follow the Conservatory’s CFIA protocols and assist with receiving & processing of pupae shipments
- Provide coverage for lunches, breaks, or other frontline situations as needed
Duty Manager
This role includes a structured development pathway toward Duty Manager responsibilities. These responsibilities may be assumed over time as experience, competence, and readiness are established:
- Oversee the operation of all departments, including admissions and frontline operations, gift store retail sales, food services, and the Conservatory
- Ensure the implementation of appropriate health and safety practices
- Manage emergency situations relating to security, fire, first aid, missing persons, and inclement weather etc.
- Oversee daily staffing requirements and staff management (scheduling, breaks, coaching, supervising)
- Open/close entrances and arm/disarm security alarms
- Oversee and liaise with special events/bookings (set-up, take-down, payment etc), greet and liaise with groups and facility rental customers
- Oversee grounds, parking lot, facility and playground maintenance. Communicate with snow removal team, or trades (plumbing, electrical) as needed
- Maintain a high level of quality customer service (manage any customer complaints)
- Oversee PPC-D containment protocol in Conservatory
- Ensure live butterfly exhibit is always monitored both for customer service and health and safety reasons
Additional Duties
- Supervise frontline customer service experience, as needed, and assist with training new employees on frontline procedures
- Assist other departments as needed, and perform other duties, as required
- Adhere to all Company policies, rules, systems and procedures which are outlined in the Cambridge Butterfly Conservatory Employee Handbook, as well as all Health and Safety policies and procedures and safe work practices
QUALIFICATIONS, REQUIREMENTS, & SKILLS
- Post-secondary education (degree, diploma, certificate) in Business Administration, Tourism and Hospitality, Communications, or a related field is preferred
- 5 years of experience in a customer service or hospitality-related role
- Supervisory or leadership experience is an asset
- Proven record of delivering Strong Customer Service:
- Genuinely personable, approachable, and outgoing
- Projects positive energy and enthusiasm
- Ability to build rapport quickly and maintain positive guest relationships
- Has independently handled guest concerns and enhanced guest experiences, and consistently receives positive guest feedback
- Exceptional written and interpersonal communication
- Comfortable initiating engagement and interactions with guests of different ages and abilities, in large and small groups
- High level of organization to manage time, priorities, & deadlines
- Multitask and work under pressure while maintaining attention to detail and accuracy
- Flexible and adaptable with changing job requirements and goals
- Collaborative team player
- Proficiency with Microsoft Office or Google Workspace
- Safe Cash Handling practices an asset
- Safe Food Handling practices an asset
- Interest in insects, invertebrates, and plants an asset
- Police Background Check (Criminal Record Check and Vulnerable Sector Check)
- First Aid and CPR an asset
- Food Safety an asset
UNIFORM
Staff are required to wear the appropriate uniform, footwear and safety equipment at all times
COMPENSATION & BENEFITS
This is an indefinite-term, full-time position. The shifts are typically from 9 am to 5 pm on both weekdays and weekends. The rate of pay is expected to be $45,000 per year.
All staff receive discounts for tickets, Gift Store merchandise, and food from the Chrysalis Café. CBC also offers an Employee Assistance Program to all employees.
This role will also be eligible for CBC’s Health Benefits and matching RRSP program.
DIVERSITY, EQUITY, INCLUSION & ACCESSIBILITY
Cambridge Butterfly Conservatory is an equal opportunity employer and welcomes applications from all qualified individuals.
We are committed to providing an inclusive and accessible recruitment process. In accordance with the Ontario Human Rights Code. Accommodations are available throughout the recruitment and selection process. If you require accommodation, please let us know and we will work with you to meet your needs.
PROCESS
This posting is for a upcoming new role.
Don't meet every qualification? If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
We thank all applicants in advance; however, we will be corresponding only with selected candidates.
Job Types: Full-time, Permanent
Pay: $45,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
Ability to commute/relocate:
- Cambridge, ON: reliably commute or plan to relocate before starting work (required)
Work Location: In person
