Job Title: Director, Guest Operations
Reports to: VP and General Manager
Job Type: Permanent Full-time Salaried, Exempt
About Little Canada
Our vision is to entertain our guests with a magical journey of discovery through Canada in miniature, that will be amazing, exciting and meaningful for all ages. Our mission is to evoke a sense of wonder and curiosity about Canada.
Little Canada is an immersive, high detailed and animated journey through Canada in miniature. This permanent attraction will open in 2020 in the heart of downtown Toronto, in 45,000 square feet of indoor space at 10 Dundas East, opposite Yonge-Dundas Square. Our goal is to be a top 10 attraction in the GTA, with anticipated attendance of over 500,000 guests per year.
Our Big 5 Values and what they look like for this role:
1. We create to amaze! – the astonishment of our guests is our inspiration
You lead by example to ensure every member of the guest operations team understands that guest reaction is the ultimate inspiration. You lead your team to consider the Little Canada experience through the eyes of the guest and use the guest reaction as the ultimate inspiration.
2. We’re naturally curious – we’re eager to learn
You lead your team to inspire guests to discover the many experiences of Little Canada.
3. We are family – we support each other
You demonstrate this in the compassion and empathy you share for your team. You know more than just their names; you make a point of learning who they are and more about their shared passion for Little Canada.
4. We’re better together – we bring out the extraordinary in each other
You inspire your team to rely on each other and consider how they can be more successful when they work together.
5. We’re serious about fun – like any self-respecting Canadian, we don’t take ourselves too seriously
You infuse a sense of fun into every aspect of the Little Canada guest experience. You actively participate in and encourage your team to create opportunities for fun. .
The Director, Guest Operations leads all guest-facing operations and activities and is responsible for the business impact of all guest interactions at Little Canada. She/he is responsible for revenue generation through resale activities and the business of the Littlization Station. He/she is a member of Little Canada’s senior team, and works collaboratively with her/his peers to help develop, deliver, and support the business success strategies. As the experience champion for Little Canada, the Director, Guest Operations ensure that the entire team understands and embraces the tangible ways to provide the optimum experience for Little Canada guests.
Develop a plan for implementing Little Canada’s overall guest experience in a manner that exceeds guest expectations,
Recruit, train and lead the teams responsible for all guest-facing activities including admissions, navigators, presentation of events, education, group experiences, guided tours and security.
Lead the development of Resale programs to achieve revenue targets:
Develop and implement “Little Things” gift shop program, inventory management and vendor relationships: retail sales operations to meet revenue and experience targets
Develop Food and Beverage program including “Little Bites” menu, café operations and event catering relationships
Work with external partner to operationalize the experience and business of the “Littlization Station” 3D Scanning and Printing feature.
Develop Standard Operating Procedures (SOP) for all Guest Operations Departments with a goal of ensuring consistent delivery of the Little Canada guest experience; including the Duty Management program, internal communication plan and Emergency Response plan.
Establish a Security program, SOP and team training that align guest safety, first aid response and emergency response with the Little Canada guest experience.
Lead design, procurement and SOP for staff uniform program.
Participate in strategic planning for the business operations
Participate in the development of annual business plan and budget including priorities for key guest operations initiatives and staffing plan to support the operating and programming calendars.
Establish and maintain a strong working relationship with the Leaders of Marketing & Sales, Finance/Admin and Destinations Build to achieve/exceed established business goals
Establish and maintain relationships with industry counterparts and other stakeholders that will support industry knowledge and future planning.
Embody the values of Little Canada
Other duties as assigned
Qualifications and Experience
Undergraduate degree in Tourism & Hospitality or a related field, or equivalent work experience.
Demonstrated understanding of the tourism industry, with 10+ years in leadership roles in tourism, attractions, or similar business
Demonstrated success in leading a multi-disciplinary team across varying levels of responsibility
Demonstrated success in leading teams responsible for overall guest experience initiatives that exceed expectations.
Proven operations experience leading a mixed FT, PT and seasonal workforce across all demographics.
Experience in developing annual operations business plans and managing P&L budgets
Demonstrated ability to interface with multiple external stakeholder groups
Excellent written and verbal communication skills, ability to develop and deliver presentations to large groups
Proficient in Microsoft Office software, particularly Word, Excel and PowerPoint
Demonstrated interpersonal skills; ability to build rapport and work collaboratively
Excellent organizational skills; able to plan and deliver against large pieces of work
Strong customer service orientation
Experience in planning for and opening a new attraction or business of a similar scale
This role is based initially at Little Canada’s pilot site in Mississauga. The role will move to Little Canada’s permanent site at 10 Dundas East in Toronto, in the first half of 2020. Significant time and travel will be required between the two sites until opening in 2020.
Office work will require long period of sitting
Walking, standing and interacting with guests and staff will be required during operating hours
Shift work and weekend work may be required to ensure coverage during all operating hours
Travel throughout the GTA to meetings and presentations will be required. Some travel across Canada, the US or elsewhere in the world to attend industry events and trade shows may also be scheduled.