Description
Reporting to the Downtown Ambassadors Manager, the Downtown Ambassador Team Lead is responsible for the daily coordination of tasks for the Downtown Ambassadors, on-shift supervision and coaching/mentoring of team members. The Team Lead works alongside the Downtown Ambassadors, providing on the street customer service and support for all downtown businesses and members of the public by answering questions, promoting Downtown Winnipeg BIZ programs and services and businesses we serve.
KEY RESPONSIBILITIES
Team Lead Responsibilities:
- Mentor and coach Downtown Ambassadors.
- Assist with new Team member onboarding, identify new businesses and update the database.
- Ensure all team members are completing assigned tasks and following policies and procedures during their shifts; report any concerns to the Ambassadors Manager.
- Provide direction to Downtown Ambassadors on any minor concerns brought forward by BIZ Members and escalating complex or ongoing issues as needed.
- Direct team members on how to connect and engage with the public while attending events and performing other aspects of their job duties.
- Take action on non-complex employee relation issues, escalating to the Manager where appropriate.
- Communicate department and organizational updates and information to team members.
- Identify and report general observations, issues, and trends to the Manager and Coordinator.
- Create plans and assign tasks for daily activities and modify them as circumstances change.
- Provide support for the execution and growth of BIZ initiatives.
Ambassador Responsibilities:
- Act as an on-street concierge for the downtown community, answering questions regarding businesses, directions, parking, events and Downtown Winnipeg BIZ programs and services.
- Respond to requests to provide courtesy walks, escorting individuals to their destination downtown.
- Assist and provide support for Downtown Winnipeg BIZ and third-party events and programs.
- Establish and strengthen positive and proactive relationships with BIZ members, including in-person visits to businesses, soliciting feedback from members, and identifying solutions to address concerns.
- Assist with new member onboarding and orienting members to the services offered by the BIZ.
- Assist in the distribution and collection of BIZ surveys and promotional material.
- Perform data collection and other database management activities, including updating the business’s information, identifying new businesses and updating the database.
- Report safety, cleanliness or infrastructure concerns to the appropriate BIZ department or external partner.
- Perform light cleaning and graffiti removal duties.
QUALIFICATIONS
- Experience supervising and leading teams is considered an asset.
- Customer service experience.
- Strong communication, interpersonal, team building, and leadership skills.
- Organizational and planning skills - must be able to coordinate work and resources with a high degree of independence.
- Knowledge of Downtown Winnipeg is considered an asset.
- Ability to engage and connect with people from diverse cultures and backgrounds.
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
- Available to work days, evenings, and weekends.
- Able to remain in a stationary position over a prolonged period while promoting the BIZ or attending events.
- Able to physically move around downtown on assigned routes for the duration of the shift, in all weather conditions.
Please send a cover letter and a resume to employerrep@abcentre.org.
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