Company Overview

Tourism Calgary is the destination management organization that enthusiastically shares and promotes the story of our friendly Blue Sky City to those near and far. We think big – like, Canadian Rocky Mountain big – using our sales and marketing expertise to drive an annual visitor spend of over $3B for the local economy and advocating for our growing tourism sector, which includes 84,000 Calgarians employed in the industry. From conventions to leisure travel, sports events to music and arts, Tourism Calgary represents the city’s diverse and unexpected experiences, extending our welcoming hospitality to the estimated 8.7 million people who visit Calgary every year. Here, the possibilities are as limitless as our blue skies.

The Position

This role helps deliver key visitor experience initiatives, ensuring seamless engagement across in-person and digital touchpoints, all while embodying the spirit of Calgary’s Blue Sky City. A primary focus is the Local Expert program, including supporting recruitment, training, program execution, and reporting. Additional responsibilities include contributing to the Calgary ‘Explore More’ Pass and the Calgary Attractions Pass, maintaining visitor resources, and supporting with other tasks as needed. Collaborating with internal teams and external partners, this position plays a vital role in strengthening Calgary’s visitor experience, helping to roll out the blue carpet for every guest.

Key Responsibilities

• Collaborate with the Manager, Visitor Experience to develop an annual multi-channel visitor experience and activation strategy while driving growth in visitor engagement and satisfaction.
• Coordinate program logistics and assist with implementation of the Local Expert program.
• Support the recruitment and hiring process of the Local Expert team, ensuring a pool of qualified and enthusiastic team members.
• Oversee onboarding & training for Local Experts, including coordinating the schedule, liaising with partners and departments for relevant training sessions, and conducting in-house training.
• Lead the Local Expert team with support of the Manager, Visitor Experience during the summer season, including scheduling, coordinating logistics, monitoring KPIs, etc.
• Lead on-site information booths and pop-ups during peek periods, playing an active role in engaging visitors, locals, and delegates.
• Contribute to quarterly and annual reports, highlighting metrics, successes, challenges, and ideas for improvement.
• Oversee the ongoing evolution, monitoring, and maintenance of digital software (i.e., LiveChat/HelpDesk) and visitcalgary.com planning pages.
• Collaborate with internal team members on the development and maintenance of digital pass programs including the Calgary ‘Explore More’ Pass and the Calgary Attractions Pass.
• Develop and maintain digital resources and printed collateral.
• Respond to visitor and local inquiries, as required (i.e., online channels, visitor information activations, office walk-ins, etc.).
• Assist with Event Servicing requests including wayfinding and event information tables, supporting coordination of volunteers, staff, and resources.
• Support the execution of visitor and delegate experience initiatives for major events.
• Stay up to date with current industry trends and best practices.
• Build and maintain ongoing relationships with Tourism Calgary partners.
• Responsible for other duties, as required.

Qualifications

• Exceptional customer service skills, with minimum 5 years’ experience in a customer-oriented role.
• Minimum 2 years’ experience in a supervisor or leadership role.
• Bachelor's degree in tourism, hospitality, marketing, or a related field is preferred.
• Proven experience in event coordination, visitor experience, or hospitality.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with internal teams and external partners.
• Strong organizational skills with the ability to manage multiple tasks and deadlines effectively.
• Proficiency in digital communication tools and social media platforms.
• Familiarity with the Calgary tourism landscape is a plus.
• Flexibility to work or be on call during weekends or evenings during high-visitor or convention seasons and for special events.

Living Our Values in This Role

-Think Boldly: We bring curiosity, fresh thinking, and the courage to question assumptions, put ideas forward early, and explore better ways of working with a focus on progress and possibility. -Care Deeply: We show up with presence, pride, and accountability by listening, supporting others, caring about quality and impact, and having honest conversations that strengthen outcomes. -Act Together: We collaborate across teams, communicate openly, follow through on commitments, and take shared ownership to create clarity and move work forward together. -Inspire Possibility: We step forward with initiative, optimism, and energy, celebrate progress and wins, and help others see what’s possible for our work and our city.

Working Conditions

• This is a hybrid home-office role requiring on-site presence at the Tourism Calgary downtown office on Tuesdays, Wednesdays, and Thursdays.
• Mondays and Fridays are optional work-from-home days, though occasional in-office attendance may be required to support business needs.
• This role requires occasional evening or weekend work, including the requirement to be present on-site as dictated by business and event needs.
• Laptop and cellphone will be provided by Tourism Calgary.

Please note, only those selected for an interview will be contacted.

Tourism Calgary values diversity of expertise, talent and opinion which creates an innovative and collaborative environment. We are committed to a respectful and inclusive workplace and welcome applications from all qualified individuals.