Parks Information Officers and Lead Information Officer …, Slave Lake

Job Information Job Requisition ID: 78405 Ministry: Forestry and Parks Location: Slave Lake District, North Region: Marten River Campground, Lesser Slave Lake Provincial Park, Hilliard’s Bay Campground, Hilliard’s Bay Provincial Park Full or Part time: Full-Time Hours of Work: 40 hours per week Permanent/Temporary: Temporary – Wage, Seasonal Scope: Open Competition Closing Date: Open Until Suitable Candidate Found Classification: Administrative Support 2 (AS2) / Administrative Support 3 (AS3) Salary: Administrative Support 2 (AS2) based on 40 hours per week: $23.79 - $26.76 per hour Administrative Support 3 (AS3) based on 40 hours per week $23.28 - $29.46 per hour In addition to regular wages, regular Wage employees receive 11.6% in lieu of benefits and vacation leave: - 5.6 percent of regular wage earnings instead of paid holidays - 6 percent of regular wage earnings instead of annual vacation pay In addition to the regular wages and the additional pay in lieu of perks and vacation, regular wage employees are entitled to shift premium pay: - $3.25 per hour for weekends and holidays - $2.75 per hour for evenings Provincial Parks are essential to the quality of life that Albertans enjoy. They conserve our natural landscapes and wildlife habitat and offer a broad range of nature-based outdoor recreational opportunities. Alberta’s parks inspire people to discover, value, protect, and enjoy the natural world and the benefits it provides for current and future generations. For more information about the Ministry of Forestry and Parks, visit our website at: To see the geographic area of North Region, download pdf: alberta-parks-protected-areas-provincial-map. Role Responsibilities The Information Officer (IO) duties include the day-to-day operations at the registration booth/concession. Their responsibilities include, but are not limited to, providing exceptional front-line customer service while registering campers and delivering information around park activities, regulations, and nearby amenities. IOs are expected to provide a welcoming and inclusive environment for all visitors in-person, over the phone or online. Information Officers need to have strong time management skills, attention to detail and work well under pressure. They must also possess strong conflict resolution skills to manage customer complaints and facilitate feedback. NOTE: These positions work full-time in the campground registration booth. The Lead Information Officer position has a combination of duties by assisting the team responsible for running daily operations of the park facilities such as the district office, registration booths, camp stores and concessions. This position's primary purpose is to provide a front-line contact for Alberta Parks by providing excellent customer service, and current and effective information delivery. In addition, this position also provides support to the Area Administrator thru revenue tracking and reconciliation along with various administrative tasks. The Lead position focuses on higher level administrative and leadership tasks, assist in scheduling, staff training, visitor concern management, on-site troubleshooting, retail inventory management, cash reconciliation, and reporting. We are currently looking to hire: - 1 Lead Information Officer (Lead IO) - 3 Information Officers (IOs) - 1 Information Officer (2-month position only) As an Information Officer (AS2), duties and responsibilities include but are not limited to: Administrative Duties - Record necessary safety, accident or wildlife occurrence information on reports and ensure they are delivered to the appropriate member of staff in a timely manner. Maintain lost and found records; tag and organize found items in an efficient manner. - As directed by the Supervisor, assist in the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park. - Maintain and improve knowledge of relevant recreational and tourist opportunities to respond to in-person and telephone/email requests for information on recreational activities, facilities, public safety issues, tourism and travel opportunities and provide area orientation. Continued Role Responsibilities Business Operations (Booth, Camp Store, Concession) - Acquire understanding and ability to use all functions of the AspiraOne system in order to register campers, process changes, and/or check-out dates, cancel reservations, complete check-outs, record reservations and processes payments or refunds using the system. - Ability to operate a cash register and point of sale machine, ensuring floats and cash outs are accurate and balanced. - Ensure building security through effective opening and closing tasks/procedures, ensuring facilities are kept clean, organized, secure, and safe at all times, reporting maintenance issues immediately. - Ensure hours of operation are communicated to visitors and facility is open during scheduled hours. - Retail sales of product and services which include firewood, concession items, ice and ice cream, and rentals (where applicable). - Responsible for inventory management and control – restocking of merchandise, general tidying and informing supervisor of any items that are low in stock. - Review and reconcile revenue for daily cash-outs and accurately enter date into Excel workbooks. Customer Service and Communication - Provide exceptional customer service as the first point of contact for day users and overnight campers – greet and welcome all visitors in a friendly, approachable, and professional manner. - Strong communication skills when working with visitors and coworkers, and an ability to interact in a friendly, informative, diplomatic, adaptable and professional manner. - Provides accurate, concise and relevant information to park users regarding park facilities, services, activities, tours, directives, policies and regulations, as well as regional tourism opportunities and services. - Receives, responds and manages all customer service emergencies, issues, complaints, concerns and other feedback in highly professional and appropriate manner, including referrals to other appropriate departments, as required such as caretaking, maintenance, and visitor services, and following up on any such actions as required. - Assisting and working closely with other parks program streams as required to ensure operational and visitors’ needs are met. (Park Rangers, Conservation Officers, Maintenance, Visitor Engagement and other Visitor Services Staff). - Identifies and reports any issues or concerns with the reservation system, tills, POS, equipment, supplies, etc. in a timely manner to supervisor. - Become a park specialist with detailed and accurate knowledge of all park areas, natural/cultural history, programs, and conditions (trails, water quality, weather, etc.) in order to assist the public with current information. Please Continued Role Responsibilities As the Lead Information Officer (AS3), primary duties include assisting with and performing AS2 duties in addition to some front-line administrative and supervisory tasks such as: - Coordinate day-to-day tasks of the team and ensure daily procedures are followed. - Provide ongoing support to IOs through regular check-ins on progress, one-on-one training, and seasonal performance reviews - empower IOs to be independent in their roles by setting clear expectations and processes for decision-making. - Work with Supervisor to coordinate IO work schedules. - Communicate effectively when working with visitors, staff and coworkers in a friendly, informative, diplomatic, adaptable and professional manner. - Place orders for booth and store inventory (where applicable) to ensure the proper supplies are available prior to busy campground times. - Maintain and improve knowledge of relevant recreational and tourist opportunities to respond to in-person and telephone/email requests for information on recreational activities, facilities, public safety issues, tourism and travel opportunities and provide area orientation. - Support the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park. Please APS Competencies Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process. This link will assist you with understanding competencies: Agility – You must be agile in order to anticipate and quickly adapt to changing priorities and situations to effectively meet diverse visitor needs. Drive for Results – This position requires staff to have the ability to champion innovation and display high standards in programs, initiatives and services and pay attention to detail, be proactive, and demonstrate good work ethics. Develop Self and Others – You must be able to proactively learn about the needs of park visitors, reflect on public interactions to identify areas of improvement and create a shared learning environment to lead the delivery of top level customer service; have the willingness to cross-train for other areas or duties such as occasionally assisting the maintenance staff. Build Collaborative Environments – You have the ability to promote collaboration and commitment, encourage broad thinking on projects, work together to eliminate barriers to progress, and facilitate open and respectful dialogue using excellent interpersonal and communication skills with a positive and inclusive attitude. Systems Thinking – This position is one component of a larger work environment that includes other program areas. It is important to understand how the position contributes to achieving broader Alberta …