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Studio Bell National Music Centre logo

Visitor Experience Team Lead

The deadline for this opportunity has passed.

The application deadline is August 6, 2019.

Location: Studio Bell, home of the National Music Centre, Calgary
Reporting to: Manager, Visitor Experience

The visitor experience team lead is a full-time position responsible for assisting the visitor experience coordinator in coordinating and supervising front-of-house (FOH) operations at Studio Bell, home of the National Music Centre (NMC).

This position reports to the manager of visitor experience and includes greeting and welcoming visitors and members, taking admissions, selling memberships and concert tickets, cash reconciliation, providing orientation to the building and the East Village neighbourhood, managing community donation requests, coordinating private tours, and booking and leading tours for industry partners, among other duties.

This position will work Thursday to Monday as well as occasional evening and weekend shifts.


Key responsibilities include, but are not limited to:

  • Actively leading and training visitor experience ambassadors.
  • Assisting with general reception and customer service.
  • Selling admission and concert tickets, as well as NMC Memberships.
  • Handling entrance queues and line management.
  • Handling opening and closing cash procedures and daily cash reconciliation.
  • Providing general information about the NMC collection, exhibits, events, and other topics related to Studio Bell and the East Village.
  • Assisting with the promotion, registration and implementation of all public programming at Studio Bell.
  • Answering public inquiries via telephone and email, and forwarding calls to appropriate staff members.
  • Provide conflict resolution among visitors, staff and volunteers according to established procedures.
  • Following Health and Safety standards and operations for Studio Bell to ensure a safe visitor experience.
  • Attending staff meetings and actively representing FOH.
  • Booking private tours.
  • Booking and leading industry partner tours.
  • Establishing and updating FOH policies and procedures.
  • Monthly reporting on KPIs.
  • Responding to online inquiries.
  • Assisting with volunteer orientation and management.
  • Other tasks as required.


  • Minimum two years experience in customer service, retail, and/or hospitality.
  • Previous sales and/or upselling experience.
  • Experience with POS systems.
  • Proven safe and accurate cash handling experience.
  • Experience resolving visitor issues and answering questions.
  • Intermediate to advanced knowledge of MS Office, particularly Word, Excel, and Outlook.
  • Knowledge and comfort with both Windows and Mac environments.
  • Enjoy interacting with the public, meeting new people, collaborating with internal staff, and partnering with volunteers.
  • Excellent communication skills and fluency in English.
  • Ability to anticipate, understand, and respond to visitor needs to meet or exceed their expectations for an outstanding experience.
  • Able to assess situations to determine the importance, urgency and risks, and make clear decisions to ensure the safety and security of visitors.
  • Have general knowledge and interest in music, the city of Calgary, and local tourist attractions.
  • Availability to work evenings and weekends.
  • Proven ability to take initiative and be self-motivated.
  • Knowledge and comfort with ticketing software is an asset.
  • Fluency in French and/or another second language is an asset.

Key Relationships

  • Director of Marketing, Communications, and Visitor Experience
  • Manager of Visitor Experience
  • Visitor Experience Coordinator
  • Event Coordinators and Hosts
  • Programming and Education Staff
  • NMC Volunteers
  • Visitors and the general public

Qualified applicants should send resume and cover letter to Alexa Badea-Hasasian, Visitor Experience Coordinator at on or before Tuesday, August 6, 2019.

For more information, visit

Please ensure that your full name is in the file name (ex: Smith_John_cover_letter_resume) and the subject line of your email is Visitor Experience Team Lead Application.

Only qualified applicants will be contacted for an interview.

No phone calls please. Position to start immediately.