Local Expert Team Lead – Summer Position

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.

Position Overview:

The Local Expert Team Lead enhances Calgary’s visitor experience while providing hands-on leadership to a team of Local Experts. This role combines in-person and digital engagement, proactively connecting with visitors and locals to inspire them to explore more, stay longer, and return often. As the on-site lead, the Team Lead guides and coaches the team, troubleshoots challenges, and ensures smooth, efficient operations while modeling exceptional guest service.

The ideal candidate is passionate about Calgary and eager to share the latest happenings in the city. They are a natural mentor with strong communication, problem-solving, and interpersonal skills, able to lead by example while maintaining a welcoming and engaging environment. This role provides hands-on experience in destination marketing and community engagement, contributing to Calgary’s $3.2B visitor economy while providing valuable on-site leadership experience in a public-facing tourism role.

Key Responsibilities:

• Deliver exceptional service at in-person locations and across digital channels, leading by example and ensuring prompt, friendly service with accurate, tailored recommendations.
• Engage visitors at high-traffic locations, cultural festivals, and events through booth activations and roaming outreach, while supporting preparation, set-up, and tear-down duties.
• Provide personalized recommendations on things to do in Calgary and area, and assist guests with booking tours, transportation, and making restaurant reservations.
• Supervise and coach Local Experts on-site and virtually, providing guidance, encouragement, and real-time feedback to maintain high service standards.
• Collaborate closely with the Specialist, Visitor & Delegate Experience to support smooth, safe, and efficient day-to-day program operations, troubleshooting challenges and guiding the team to deliver exceptional visitor engagement and reach program goals.
• Maintain up-to-date knowledge of Calgary attractions, events, neighbourhoods, and seasonal offerings through ongoing learning and research.
• Adapt to changing locations, schedules, weather conditions, and visitor needs in a dynamic, public-facing role, while supporting the team in navigating these changes.
• Act responsibly and efficiently in case of emergencies or situations requiring quick, thoughtful on-site decision-making.
• Inspire pride of place and community well-being by bringing Calgary’s Blue Sky City brand to life.
• Support technology-driven solutions through visitor education and digital planning tools.
• Contribute to ambassador program development, incorporating DEI and sustainability practices.
• Contribute to inclusive tourism development through Indigenous and accessibility initiatives.
• Support with other tasks, as assigned.

Qualifications:

• Post-Secondary education or enrollment in Tourism & Hospitality, Marketing, or related field.
• A minimum of 2 years in customer service roles.
• Strong knowledge of Calgary and area experiences, events, and general wayfinding.
• Strong problem-solving and decision-making skills; ability to adapt to different situations.
• Excellent organizational, time-management and communication skills.
• Energetic, self-motivated and results oriented; ability to provide direction to others.
• Customer service excellence mindset with strong willingness to assist others.
• Ability to work both independently and as an effective team member.
• Avid technology user with proficiency in navigating software programs.
• Second language an asset (French, Indigenous languages, or other).
• A class 5 driver’s license or equivalent; and able to meet requirements for vehicle rental agreements, is an asset.

Working Conditions:

• The successful candidates will be employed on a summer contract basis running from May 19- August 29th and should be prepared to provide consistent, full-time availability.
• Must be able to work weekends, holidays, and evenings as required, with potential overtime during peak visitation periods such Canada Day and the Calgary Stampede.
• Ability to work from various locations including Tourism Calgary’s office, Central Library, outdoor public settings downtown, convention centres, events, and occasionally from home.
• Active role requiring mobility, outdoor work in various weather conditions, and lifting up to 50 lbs.
• Team-based approach to ensure safe working environment; must be comfortable engaging with all members of public.

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.