Manager Visitor Services Internal to DBC Employees Only
Manager Visitor Services Internal to DBC Employees Only
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Job Description
Position: Manager Visitor Services
Classification: Band 3
Salary: $88700.23 $125700.07
Status: Full Time Permanent
Location: Vancouver BC
Work Option: Hybrid
Flexible work options are available subject to an approved telework agreement; Hybrid work is available for employees residing within the Vancouver Coast and Mountains (VCM) region and enables employees to telework from their home up to 3 days a week with in office days on Wednesdays and Thursdays.
Closing Date: April 24 2025 at 4pm
Position #:
Competition #: DBC 202510
Note: *This position is only open to internal to DBC employees
If you are interested and you meet the selection criteria please apply with your CV prior to 4 PM on April 24 2025. You must be a Canadian citizen or permanent resident to apply for this fulltime opportunity.
The initial salary for this position will start at the beginning of the listed salary range with the opportunity to advance up the pay grid in annual increments. An eligibility list may be established.
At Destination BC we are passionate about showcasing the transformative power of British Columbias travel experiences with the world. As a Provincially funded Crown corporation we support BCs tourism industry through global marketing destination development industry learning community programs and visitor services. Recognized globally for our authentic brand awardwinning marketing and innovative destination management we work collaboratively to strengthen BCs tourism industry.
We offer exciting and meaningful work in a supportive inclusive environment that values learning and professional growth. Our flexible work policy balances inoffice collaboration with working from home creating optimal conditions for both employees and the organization. This position is part of our hybrid model where employees work in the office on Wednesdays and Thursdays and have the flexibility to work from home on other days.
Destination BC is committed to diversity equity and inclusion and welcomes applications from all qualified candidates. If you require accommodations during the hiring process please contact . We are also committed to providing workplace accommodations for employees with disabilities ensuring you have the support needed to perform your best work both during the hiring process and throughout your employment with us.
For Indigenous applicants the Indigenous Applicant Advisory Service offers advice and guidance on job applications and interviews. Applicants are welcome to connect at or.
Learn more about our programs and services at .
PURPOSE OF POSITION
As part of the Destination Management Division the Manager Visitor Services plays a strategic role in strengthening engagement within the tourism industry and championing the delivery of accessible and exceptional visitor services. This role designs develops and delivers programs and initiatives that promote collaborative and alignment across channels ensuring visitors and travellers can easily access information services and support throughout BC anywhere anytime.
Reporting to the Director Industry Partnerships and Diversity Equity Inclusion and Accessibility the Manager Visitor Services is responsible for leading the Visitor Services Network Program HelloBC Listings program and Customer Relations activities. The role involves developing managing delivering and evaluating programs and resources that support inclusive and exceptional visitor service experiences. The Manager Visitor Services has broad discretion in shaping project approaches and defining deliverables that align with Destination BCs strategic goals and priorities and contribute to provinces competitiveness as a tourism destination position.
The Destination Management division prioritizes strategic collaboration with internal teams external partners and communities to enhance both economic and social benefits across BC. This position requires a strategic mindset along with strong skills in building meaningful relationships collaborative and strategic planning implementation and continuous improvement. A commitment to quality assurance consistency and operational effectiveness is essential.
This leadership position builds and sustains respectful collaborative relationships with partners including Indigenous Tourism BC the Regional Destination Management Organizations (RDMOs) Visitor Services Network members tourism communities and provincial ministries. This position requires strength in strategic planning relationshipbuilding issues management and resource management skills to ensure the consistent delivery of programs and to achieve optimal results.
As a leadership role within Destination BC this position supports a commitment to developing others and ensuring program and corporate goals are well supported and achieved.
SPECIFIC ACCOUNTABILITIES
1. Provide a clear vision and strategic direction to guide the work of the Visitor Services business unit including three program areas: Visitor Services Network HelloBC Listings and online Customer Relations.
2. Lead the ongoing design implementation evaluation and continuous improvement of Destination BCs Visitor Services program in collaboration with tourism communities and Visitor Services Network Program members.
3. Guide and support business unit staff on the HelloBC Listings program in consultation with other program areas including policy and program development implementation evaluation and adaption.
4. Oversee the Customer Relations activities and related contractors including providing strategic direction addressing escalated inquiries or complaints and managing contractor performance.
5. Collaborate with internal teams (Global Marketing Destination and Industry Development Research Iconics team) to ensure alignment with Destination BCs strategic direction and shared goals.
6. Lead project management and financial oversight including budgeting and development of financial and administrative controls that support corporate priorities.
7. Apply strong communication and relationship building skills to manage diverse partners and navigate varying interests and expectations with respect cultural awareness and inclusivity.
8. Manage contracts through negotiation monitoring evaluation of contractor performance and decision making for contract continuation or termination.
9. Build and maintain collaborative working relationships with partners to advance Destination BCs priorities. Contribute to the development and sharing of opportunities and initiatives through industry presentations conferences written communications and digital platforms.
10. Champion and integrate Destination BCs commitments to Diversity Equity and Inclusion Accessibility Reconciliation through tourism sustainable tourism development and management and environmental stewardship and other corporate priorities fostering an inclusive and sustainable tourism environment.
11. Lead support and develop staff by assigning work providing regular feedback evaluating performance approving leave and participating in resolution of workplace concerns.
12. Manage internal and external financial and human resources effectively including supervision of regular auxiliary and contracted staff. Responsible for hiring promoting dismissing and representing management in the grievance process at Step 2 ensuring all HR practices are inclusive equitable and aligned with organizational values.
13. Identify emerging issues and provide analysis through the preparation of confidential briefings submissions and other documentation to support informed decision making by executive.
14. Other duties as required.
JOB REQUIREMENTS
- Postsecondary education in communications business tourism management or an equivalent combination of education and experiences.
- Minimum three years experience planning implementing and delivering broadreaching programs and initiatives ideally within tourism government or related sectors.
- Minimum three years experience in developing and maintaining strategic partnerships with a diverse group of business partners.
- Minimum two years experience in people leadership including supporting team development performance management and an inclusive collaborative team culture.
- Demonstrated ability to lead teams and support partners through change with a focus on agility and adaptability in dynamic responsiveness in dynamic environments.
- Experience in issues management including the ability to assess respond to and resolve complex situations effectively and collaboratively.
- Strong strategic communication and collaboration skills with the ability to build and maintain inclusive respectful and productive relationships across a wide range of business partners.
- Experience in financial and resource management including overseeing budgets contracts and administrative processes that align with organizational priorities.
- Strong organizational and project management skills with the ability to manage multiple complex initiatives prioritize effectively and achieve results within timelines.
- Ability to travel within British Columbia as required.
Preference may be given to applicants with the following:
- Experience working on visitor experiencerelated projects or programs.
- Experience working with Indigenous organizations and/or communities.
- Experience leading and providing oversight of funding/partnership programs or initiatives.
COMPETENCIES
Leadership: implies a desire to lead others including diverse teams. Leadership is generally but not always demonstrated from a position of formal authority. The team here should be understood broadly as any group with which the person interacts regularly.
Strategic orientation: is the ability to link long range visions and concepts to daily work ranging from a simple understanding to a sophisticated awareness of the impact of the world at large on strategies and on choices.
Results Orientation is a concern for surpassing a standard of excellence. The standard maybe ones own past performance (striving for improvement) an objective measure (achievement orientation) challenging goals that one has set or even improving or surpassing what has already been done (continuous improvement).
Relationship Building: is working to build or maintain ethical relationships or networks or contacts with people who are or may be potentially helpful in achieving work related goals and establishing advantages. These people may include customers clients counterparts colleagues etc.
Managing organizational resources: is the ability to understand and effectively manage organizational resources (for example: people materials assets budgets). This is demonstrated through measurement planning and control of resources to maximize results.
Teamwork and cooperation: is the ability to work cooperatively within diverse teams work groups and across the organization to achieve group and organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views.
Creating and managing change: involves knowledge and skills to manage in the organization through setting direction and urgency building a coalition of support communicating widely handling resistance to change and facilitating implementation of successful change actions.
Indigenous relations behavioural competencies
Selfdiscovery and awareness means understanding ones thoughts feelings values and background and how they impact the success of the interaction and relationship or how they may influence ones work. It is recognizing ones own biases by tracing them to their origins through reflection and by noticing ones own behaviourand then intentionally seeking a way forward that positively impacts the interaction and relationship. It means maintaining new ways of thinking and acting when situations become difficult or uncertain or in times of urgency.
Change Leadership is championing the achievement of intended real change that meets the enduring vision of Indigenous selfdetermination in British Columbia. It involves collaboratively developing and implementing ideas to achieve positive change from anywhere in the BC Public Service. The change leader learns from other leaders and elders models the vision and encourages members of the public service to commit to and champion the vision. The change leader inspires others into new ways of thinking and doing business. The change leader routinely energizes the change process and removes barriers to change.
ORGANIZATION CHART
VicePresident Destination Management
Director Industry Partnerships and DEIA
Manager Visitor Services
Visitor Services Network Program Manager
Coordinator Visitor Services
Industry Online Programs Coordinator
HOW TO APPLY & APPLICATION REQUIREMENTS:
To be considered for this position your application must clearly demonstrate how you meet the education and experience as outlined in the job requirements section above. Applicants selected to move forward in the hiring process may be assessed on the knowledge skills abilities and competencies as outlined in the above Job Description.
A resume is required as part of your application. Ensure your resume includes your educational accomplishments employment history including start and end dates (month and year) of your employment and any relevant information that relates to the job to which you are applying.
Only applications submitted using the online application portal will be accepted.
Employment Type
Full-Time
