LEGISLATIVE ASSEMBLY OFFICE
JOB PROFILE
VISITOR, CEREMONIAL AND SECURITY SERVICES
SUPERVISOR, RETAIL SERVICES
May 2017
The goal of Visitor Services (VS) is to increase public awareness of the Legislative Assembly
within Alberta’s democratic parliamentary system through information and outreach programs.
As a part of the Visitor Services leadership team, the Supervisor of Retail Services is
responsible for the overall functioning of the Alberta Branded retail store. This includes
developing business strategies to expand our client base, enhance the visitor experience,
optimize profitability and supervise the retail team. Reporting to the Manager, Visitor Services
the Supervisor of Retail Services oversees the Retail Services team, the workflows and the
deliverables of the unit.
Visitor, Ceremonial and Security Services (VCSS) operates in accordance with Legislative
Assembly Office (LAO) policies and procedures, the Legislative Assembly Act, Standing
Orders, and direction from the Speaker, the Members’ Services Committee, and the Clerk.
Responsibilities
1. As a member of the VS leadership team, provide guidance and leadership to all levels of
staff while modeling strong professionalism and leadership practices.
Activities:
 ensure clear and constant communication with the VS leadership team in relation to
ongoing and emergent issues
 actively contribute to the development of VS initiatives in line with the LAO strategic
plan and organizational mission, vision and values
 ensure work standards and processes are clearly communicated to staff for
consistency across VS
 collaborate with the Manager, Visitor Services to establish goals and objectives for the
retail operation that align with the overall direction and priorities of VS and the LAO
 establish annual retail team goals and objectives, monitoring through the year and
debriefing with the Manager, Visitor Services
 participate in policy and procedure development to support the safe and effective
delivery of VS operations
 play a lead role in implementing organizational or branch changes to serve as a positive
example to fellow supervisors and staff
 represent the VS leadership team on committees across the organization
 develop unique in-store experiences that encourage repeat visitation to Alberta
Branded
 engage visitors with high quality product knowledge and site offerings, showcasing our
passion for product and place
2. Provide supervision, direction and training to the retail team.
Activities:
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provide direction to the team as a whole and individually, ensuring performance
feedback is timely, constructive and respectful
establish staffing plans for retail functions to ensure that operational and resource
needs are fulfilled
play an active role in the recruitment and selection of retail team members in
conjunction with HRS and the Manager, Visitor Services
ensure comprehensive and engaging in-store orientation and on-the-job training
practices for new retail employees
ensure cooperation and cohesion amongst the retail team
monitor and assign workflow to ensure that there is role clarity amongst the retail team
and that responsibilities are being completed in a timely manner
assess training needs and oversee activities that include retail practices, customer
service, customer experience and product knowledge
develop and oversee performance management and coaching initiatives for retail
employees
motivate staff to perform according to their maximum capacity
work with individual retail employees to establish performance goals as well as
methods and tools for development
provide performance feedback and coaching to all members of the retail team, when
appropriate
oversee a fair and equitable staff schedule that ensures adequate coverage for retail
responsibilities, based on operational demands and team availability
review and ensure accuracy of timesheets and attendance reports
evaluate, make recommendations and implement plans for resolution of staff-related
issues within the retail team, keeping the Manager, Visitor Services informed of issues,
actions and progress
3. As the Supervisor of Retail Services, oversee the daily operations of Alberta Branded to
ensure its smooth operation.
Activities:
 understand the current and future service requirements for clients by spending time in
Alberta Branded
 oversee the annual Arts Advisory Committee Meeting(s) and recruit to vacant positions
as required
 ensure high levels of customer satisfaction through excellent service and resolve
customer issues when they arise
 develop strategies to increase visitation to Alberta Branded, increase store traffic and
optimize profitability
 generate overall image of the store including setting the merchandising direction, with
input from the team
 oversee the annual juried artist showcase that features distinctive pieces curated, and
available for purchase, to represent a specific theme.
 ensure standards and practices are in place for store condition, safety of staff and
visitors as well as security of inventory
 formulate pricing practices by reviewing merchandising activities and actual sales
results
 monitor stock levels and purchases and ensure they stay within budget
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oversee inventory process to ensure that items are accounted for, accessible to
customers and appropriate records are maintained
maintain up-to-date knowledge of point of sales software, applications, etc.
track developments in the point of sales software and make recommendations as to
upgrades and improvements
ensure appropriate cash handling systems are in place in relation to balancing cash,
ensuring float amounts and securing cash
create an annual purchasing plan and calendar
ensure a system for the preparation of bank deposits is in place with appropriate
counter balances and transport
prepare and manage the operating budget for Alberta Branded, making sound financial
decisions
4. Participate as a member of the Visitor Services leadership team, in annual strategic and
business planning exercises to ensure that realistic goals are set to enhance retail
operations.
Activities:
 set and achieve financial objectives by preparing an annual budget for Alberta Branded,
forecasting expenditures, analyzing variances and initiating corrective actions if
required
 analyze Alberta Branded operating reports and financial statements for sales figures,
profitability, data analysis and forward planning
 monitor on a continual basis the Alberta Branded budget and bring forward any issues
to the Manager, Visitor Services
 keep current on best practices and trends within the retail industry and make
recommendations that could enhance elements of Alberta Branded
 participate in policy and procedure development to support effective retail operations
 participate in the Visitor Services budget process taking short and long term goals into
consideration
 identify staffing for Alberta Branded initiatives to ensure that resource needs are
identified and reflect organizational priorities
 work with the Tourism Coordinator to establish an annual ad plan and marketing
collateral
5. Support the overall operations of the LAO in order to meet the goals and objectives of the
LAO in the provision of support the Legislature.
Activities:
 contribute as an active team member to LAO initiatives, which may include supporting
the Clerk, Speaker and ceremonial and conference functions
 participate in planning, implementing and monitoring of services required to ensure a
smooth transition from Legislature to Legislature, which includes assisting new
Members and staff during pre- and post-election activities
 demonstrate commitment to workplace health and safety by following safe work
practices and reporting work related accidents and hazards immediately
 participate in the classification, maintenance, retention and disposition of records within
the guidelines of the LAO’s File Classification and Retention Schedule
Scope
 services impact MLAs, the Speaker’s Office, constituency office staff, management and
staff of the LAO, visiting dignitaries, guests of honour and visitors to the Legislative
Assembly
 responsible for maintaining efficient operations within the Visitor Services office and
overseeing and providing leadership to the Visitor Services staff
 role impacts the efficient and effective delivery of Visitor Services programs and special
events and directly reflects the non-partisan role of the LAO
 role has a high public relations aspect and is involved directly with client, vendor and
community liaison
 position has a direct impact on client satisfaction and on external relationships with
tourism, community and promotional partners
 participates in business and strategic planning for Visitor Services and impacts the
short and long term plans and goals of the work unit
 responsible for operational decisions and resolving routine and non-routine problems
where policy and procedure interpretation may be required
 decisions that could affect the Speaker or the LAO as an organization are discussed
with the Manager, Visitor Services or the Director of Visitor, Security and Ceremonial
Services
Knowledge
 completion of post-secondary education in business, marketing, public administration
or related field
 progressive experience in business administration or operational management within
the tourism, retail or cultural environment
 progressive experience in retail operations as a retail manager with demonstrated
effectiveness in merchandising, establishing buying plans and budgets, and the
utilization of technology for inventory management
 excellent public relations and client service skills with the ability to build and maintain
professional relationships
 advanced experience in supervision, leadership, training and development of staff
 strong teamwork skills with the ability to lead a team as well as work independently
 demonstrated aptitude for strong customer management with the ability to build
relationships with vendors and clients
 exceptional time management, organizational abilities, project management and
problem solving techniques with dedicated attention to detail
 ability to understand and analyse sales figures
 strong knowledge of budget processes, financial procedures and inventory
management
 excellent communication and facilitation skills and the ability to influence an
environment of cooperation and respect
 solutions and action orientation with strong organizational and project management
skills
 ability to work under pressure and handle challenging situations
 excellent verbal and written communication skills
 ability to project a non-partisan attitude and exceptional use of tact, judgment and
diplomacy in all interactions
 advanced computer skills including Point of Sale, Microsoft Office Suite, database
technology, desktop publishing and internet applications
 basic knowledge of parliamentary process and Alberta history, strong knowledge and
experience in business and strategic planning, including research, writing and
implementation
 high degree of organizational awareness, including the organizational goals, business
and strategic plans, objectives, policies, procedures and protocols of the LAO