Overview
Visitor Experience Coordinator Jobs in Ottawa, Canada at National Arts Centre
Position: VISITOR EXPERIENCE COORDINATOR
Key Activities
Under the supervision of the House Manager, the Visitor Experience Coordinator plays a key role within one of NAC’s largest teams, supporting nearly 200 frontline workers, that include a mix of full-time and part-time employees and volunteers with shifts that span seven days a week (morning, afternoons and evenings). Working closely with the Visitor Experience leadership team, the Coordinator provides administrative, communication, project and scheduling support for the NAC’s front of house supervisors, ushers, coat check, welcome centre attendants, and volunteers.
The Coordinator will document service needs for NAC performances as an input to team scheduling, serve as a back-up scheduler during the managers’ absence, and support long term resource planning so the NAC is able to deliver exceptional customer support throughout the year.
The Coordinator will act as a key point of contact in front of house planning and service delivery, by managing time away from work requests from employees of the department. This work is crucial to the NAC’s ability to deliver exceptional service to visitors, audience members, donors, ticket buyers, and guests.
The Coordinator will ensure that there is continuity of priorities, messaging and processes between daytime, afternoon and evening operations of NAC Visitor Experience teams, for a cohesive, one-NAC approach to service delivery.
Other duties include but are not limited to:
• Support the creation of schedules for Ushers, Volunteers, Welcome Centre, Coat Check, Front-of-House Supervisors and Visitor Experience leadership;
• Serve as a first point of coordination for routine scheduling adjustments and administrative inquiries, escalating issues as needed;
• Manage time away from work requests and optimal staffing levels for the department;
• Support departmental training, staff and volunteer appreciation events, and emergency preparedness activities in collaboration with other departments at the NAC;
• Act as key liaison between the Visitor Experience department and the broader NAC in meetings, projects, post-mortems and training;
• Support the NAC’s relationships with partners that provide accessibility, public transit, and other related services that visitors to the NAC need;
• Help draft and publish Visitor Experience team communications;
• Verify service readiness across public spaces;
• Coordination of services with other NAC teams;
• Administration of Mastercard coding, coat check reconciliation, payments to 3rd-party providers, employee reimbursements;
• Responsible for providing and supporting safe, accessible, welcoming and wonderful guest experiences;
• Responds to guest feedback with empathy, clarity, and timely follow-up, escalating issues when appropriate;
• Provides guest service in person, by phone and by email;
• Irregular work hours:
Wednesday to Sunday (day, evening and night shifts).
Skill Requirements
• Post-secondary diploma in Administration or in related field, or an equivalent combination of education and experience;
• Fluently bilingual in both official languages, English and French, written and spoken;
• Knowledge of administrative coordination and operational support in a complex, multi staff environment with variable schedules (daytime, evening, and weekend operations);
• General knowledge of front-of-house or customer-facing operations, such as arts and culture, live events, hospitality, or public-facing service environments;
• Working knowledge of staff scheduling principles, including managing availability, absences, and service requirements for diverse roles (e.g. part time staff, casual staff, supervisors, volunteers);
• Excellent organizational, collaboration and communication skills;
• Adaptable to changing priorities in a fast-paced environment;
• Strong computer literacy including Microsoft Office Suite (Outlook, Teams, Word, Excel, PowerPoint);
• Knowledge of visitor experience and service delivery principles, including consistency, accessibility, and guest-centred service in public-facing environments is preferred;
• Knowledge of basic financial administration processes, including expense tracking, receipt management, reimbursements, and vendor or service payment coordination is preferred;
• Familiarity with time off, attendance, or workforce administration in a policy or agreement-based workplace is preferred;
• Knowledge of arts, cultural, or live performance environments, including the operational rhythms of performances and events, is an asset;
• Awareness of accessibility and inclusion practices in visitor-serving organizations, is an asset.
Title: Visitor Experience Coordinator
Company: National Arts Centre
Location: Ottawa, Canada
Category:
