Position: Manager, Tourism Services

Start Date: mid-March 2025

WHAT ARE WE LOOKING FOR:

We are looking for a highly motivated and experienced professional for the position of Manager, Tourism Services, at Burlington Economic Development and Tourism.

Reporting to the Executive Director, the successful candidate will play a crucial role in supporting delivery of the new Destination Stewardship Plan, in particular, visitor and tourism services. The Manager will collaborate with various stakeholders, including small tourism businesses, local cultural leaders, and industry peers to create a vibrant and compelling tourism environment. The Manager will play a leadership role in creating a quality in-person experience at the Visitor Information Centre, support meeting and event organizers, and lead workforce development strategies to position Burlington competitively for visitors and investment. 

We are looking for both a relationship manager and operational expert who takes great pride in transforming strategy into measurable action. An experienced tourism professional who wants to be challenged, can work as part of an evolving team, and can adapt quickly and confidently to new opportunities or challenges will thrive in this role.

QUALIFICATIONS:

• Bachelor’s degree in Hospitality & Tourism Management, Economic Development, Business or Commerce, Marketing, Communication Studies or a related field.
• Proven experience in tourism services, such as managing a visitor centre or customer service function, destination development, business support, partnership management, or a similar role.
• Hands-on experience in creating and implementing a retail strategy in a for-profit or non-profit setting.
• Experience managing, coaching and developing staff.
• Strong project management skills with the ability to multitask and prioritize.
• Excellent communication and interpersonal skills with the ability to build lasting relationships.
• Knowledge of the local tourism and/or business landscape in Burlington is an asset.
• Creative and innovative thinker with a passion for working collaboratively toward a common goal.

RESPONSIBILITIES:

• Visitor Services: Lead the implementation of an omni-channel Visitor Services Strategy focused on evolving the in-person Visitor Information Centre experience including a new local tourism business retail program; supporting meeting and event hosts with concierge services; elevating the tracking and analysis of local visitor experience data; and working collaboratively with the marketing team to ensure the in-person visitor services experience is reflected in digital channels and tools that address visitor needs.
• Team Leadership & Budget Management: Lead, mentor, and manage a team of professionals in visitor and tourism services. This includes establishing and monitoring performance metrics, overseeing departmental budgets, and promoting a culture of continuous improvement.
• Stakeholder Engagement: Build and maintain strong relationships with local small tourism businesses, attractions, community organizations, and government bodies to foster collaboration and support for tourism initiatives.
• Industry Trends: Engage through industry association membership and peer outreach to stay ahead of tourism trends, issues and funding opportunities.
• Policy & Advocacy: Understand and lead engagement on local, regional and provincial policies that impact local tourism competitiveness.
• Taste of Burlington: Manage and evolve the local culinary sector through year-round restaurant and food partner engagement and promotion under the Taste brand.
• Cultural Leadership: As a member of the Cultural Leadership Group, engage with local partners to understand, promote and grow the local arts & cultural sectors.
• Workforce Development: In conjunction with team peers, lead efforts in understanding and supporting local tourism and hospitality workforce challenges and opportunities in collaboration with post-secondary institutions, industry and stakeholder partners.
• Visitor\Customer Experience: Map, implement and track visitor journeys across the organization and partners’ touch points to understand and improve experiences.

EMPLOYMENT TERMS:

12-month contract with potential to become permanent after 6 months

SALARY AND BENEFITS:

• This position offers an annual salary range of $89,000 - $102,000
• Competitive health and dental benefits provided
• This position is eligible for OMERS pension

HOW TO APPLY

Please send your resume and cover letter to invest@burlington.ca by February 10, 2025.

WORK ENVIRONMENT: 

35-hour flexible work week, hybrid office/work-from-home structure with at least 2+ days in office per week. Site visits to partners and businesses are also to be expected. Must provide own transportation. Some evening and weekend work may be required.