Lead Hand, Boutique

• In addition to performing the day-to-day duties of the Tour Guides and/or Retail Sales Representatives, supports the leadership of the retail store when they are not present
• Prepares and adjust daily staffing schedule and oversees flow of staff
• Leads daily briefings / huddles and report on the meetings
• Completes daily required reporting for all systems (DAX, POS, etc.)
• Ensures customer satisfaction for all visitors and retail clients and provides escalated level of support for the team. Escalates complex cases and situations to the Sales Manager
• Ensures daily tour tasks are completed
• Supports the Tourism Coordinator in various projects as required
• Provides training by sharing information, techniques and on-the-job demonstrations for boutique employees and Students.

The retail boutique and tours operate 7 days a week and employees must be prepared to work both weekends and holidays as required.

Language Requirements:

• Bilingualism (English/French) is required

Education

• College diploma or certificate in tourism/hospitality or related areas or a combination of education and experience

Experience:

• Leadership Experience – Proven ability to manage and motivate a team in a customer-focused environment
• Tourism/Hospitality and Retail Sales Experience – Minimum 3 years in both industries, with strong public speaking and sales skills
• Bilingual Communication experience– Fluency in both English and French, with the ability to write and speak clearly
• Customer Service and Problem-Solving experience – Ability to handle visitor inquiries and complaints efficiently, applying sound judgment and sales techniques
• Organizational and Technical Proficiencyexperience – Strong organizational skills with proficiency in Microsoft Office (Word, Outlook, Excel) and familiarity with computerized systems

Additional Qualifications:

Abilities and Skills:

• Ability to prioritize tasks, demonstrate initiative, and exercise sound judgment.
• Apply effective sales techniques to assess visitor inquiries and complaints, identifying solutions efficiently.
• Communicate clearly and professionally with colleagues, management, and visitors.
• Thrive under pressure, managing repetitive tasks with strong organizational skills.
• Write clearly and concisely in both official languages (English and French).
• Proficient in the use of computerized systems for efficient task management.
• Work collaboratively within a team, demonstrating excellent interpersonal and leadership abilities.

Knowledge:

• Knowledge of the Royal Canadian Mint, its products, its markets
• Knowledge in the operation of cash registers and cash handling
• Inventory replenishing and control
• Public speaking techniques while greeting visitors, selling and training techniques