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Science World

Lobby Experience Team Keyholder

Vancouver, BC, V6A 3Z7, Canada

The compensation rate is $24.81/hour. · Full-time

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Job details

Pay: The compensation rate is $24.81/hour.
Job type: Full-time
Experience: Minimum 2 years’ experience in a customer service or retail role with experience in meeting and exceeding customer needs and expectations
Working hours: 40 hours a week
Posting language: English
Posted: Nov 2, 2026

Original job description

Permanent Full-Time

Position: Lobby Experience Team Keyholder

Reports to: Visitor Experience Manager, Lobby & Membership

Science World is a mission-based, charitable organization that supports the development of STEAM (Science, Technology, Engineering, Art & Design and Math) literacy across British Columbia. Our mission is to ignite wonder and empower dreams through science and nature and our purpose is Science for All.

Our Science for All strategy is to revitalize Science World with a substantial capital plan to replace critical infrastructure, enhance the visitor experience and develop new content across all our channels under the themes of Regeneration of the Planet, Human Health, and Inclusion. Our plan is to ensure that people throughout British Columbia, especially under-represented communities, have access to high quality, informal STEAM learning. Through our onsite, online and outreach programs, Science World seeks to spark curiosity and wonder in STEAM and support development of talent across communities in the province.

As part of our team, you will join a diverse community that acknowledges everyone’s unique talents and empowers people to do what is right for our visitors, our members, our volunteers and each other. You will work in an environment where we believe in developing our employees and growing their strengths, while focusing on our values: Curious, Playful, Inclusive, Relevant and Collaborative.

Position Description:

This is a unique opportunity to further a career in a service-based, team leadership role. You will have the opportunity to apply and expand your operational experience and leadership skills to ensure a smooth operation of our front of house team. As a member of the Science World Team, you are rewarded with an incredibly fulfilling employment experience in an environment where we pursue excellence and take pride in being respectful, imaginative, vibrant and playful.

As a facility, Science World is generally open to the public seven days a week, with some extended evening hours in the summer months. Typical office hours are Monday to Friday 8:00am – 5:30pm, with front-facing and operational teams also working a variety of shifts including weekends, holidays and evenings. Hours of work and other related requirements will be scheduled according to business needs, and this may include special events on evenings, weekends and holidays.

Responsibilities:

Assisting visitors with their arrival and visitation needs in a courteous, cheerful and efficient manner. This includes general inquiries, problem solving, information services, lost and found, as well as explaining our offerings and providing recommendations
Resolving concerns in a timely and professional manner, when dealing with difficult situations. Must demonstrate strong conflict resolution and troubleshooting skills
Providing ongoing team coaching, support, motivation and day-to-day supervision
Supporting the recruitment, orientation, training and performance management of team members and volunteers
Actively monitoring the team’s knowledge, skills and progress, and making sure they are appropriately trained and mentored to success
Performing proficient operation of our ticketing and registration system (Advance Ticket Management System) in the processing and receipt of entrance fees for all admissions, memberships and events, etc. in person, over the phone and by email
Performing routine daily checks of the physical space of all lobby service areas to make sure a high level of presentation is maintained and that we are always ready to welcome the next visitor
Performing daily cash reconciliation of all team members
Ensuring the accurate and efficient processing of all cash transactions and end of day reconciliation
Ensuring that all groups are checked-in efficiently. This may involve liaising with Sales and other internal departments to make sure communication is in place and the Lobby Experience team is aware of and prepared for daily group volumes
Processing registration for various Science World programs
Assisting in the planning and execution of all special membership events and promotions
Performing administrative duties and upkeep of the filing system and supplies
Assisting in the smooth operation of all ancillary services and performing other related duties as required to fulfill any changing business needs of this role
Operate within the philosophy, culture and values of Science World
Perform other related duties as required to fulfill any changing business needs of this role

Qualifications:

Minimum 2 years’ experience in a customer service or retail role with experience in meeting and exceeding customer needs and expectations
Experience in a supervisory role is highly preferred
Previous sales, retail, tourism, office administration and experience in a charitable/not-for-profit organization is an asset
Must have speed and accuracy in handling cash for high volume sales as well as proficient cash reconciliation experience
Team player with the ability to take initiative and lead by example
Ability to work well under pressure and enjoy creating wow experiences for others
Strong organizational skills; must be able to perform a variety of tasks in a busy environment requiring high levels of accuracy and attention to detail
Must have excellent decision making, problem solving and troubleshooting skills
Passionate about science and life-long learning

Must be able to work 40 hours a week, 5 days per week, including weekends, evenings and holidays and a non-traditional weekend (i.e., Fri/Sat, Sun/Mon, Tues/Wed) on a rotating schedule.

This is a unionized position represented by CUPE 1004. The compensation rate is $24.81/hour.

Science World offers a substantial benefits package after successfully completing probation, including Extended Health, Dental, Voluntary RRSP/TFSA Plan, generous paid time off (vacation, sick, wellness days), Science World membership, RRSP matching (after 1 year) and Professional Development.

Do you feel you have not met every requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting.

Science World is committed to creating a diverse and inclusive environment so we strongly encourage you to apply even if you do not believe you meet every single qualification outlined, as you may have transferable skills that would be an asset to our team.

Please apply by Monday, November 16, 2026

*As part of your application, please upload a cover letter, resume and contact information for three professional references.

All offers are subject to satisfactory completion of reference and police criminal record checks.

We would like to thank all candidates. However, only those selected for an interview will be contacted *

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More about this job

Responsibilities

Lead and support the Lobby Experience team while delivering courteous visitor assistance, resolving concerns, and ensuring staff are trained and prepared. Oversee ticketing, admissions, memberships, group check-ins, cash handling and reconciliation, lobby presentation, and support for programs and special events.

Requirements

Applicants must have at least two years of customer service or retail experience, strong cash-handling and reconciliation skills, and the ability to lead by example in a busy environment. Supervisory experience is preferred; candidates must be available for 40 hours per week on a rotating schedule that includes weekends, evenings, and holidays.

Skills

Customer Service
Team Leadership
Staff Coaching
Conflict Resolution
Problem Solving
Cash Handling
Cash Reconciliation
Ticketing and Registration
Sales
Visitor Experience
Decision Making
Organization
Attention to Detail
Communication
Training and Mentoring
Event Support

Benefits

Extended Health
Dental
Voluntary RRSP/TFSA Plan
Paid Vacation
Paid Sick Leave
Wellness Days
Science World Membership
RRSP Matching
Professional Development

Visa sponsorship

Not detected in the job text

Keywords

Visitor Experience
Customer Service
Retail
Team Leadership
Supervision
Staff Recruitment
Orientation
Training
Performance Management
Conflict Resolution
Troubleshooting
Cash Handling
Cash Reconciliation
Ticketing
Admissions
Memberships
Group Check-In
Program Registration
Special Events
Sales
Office Administration
Lost and Found
Visitor Information
STEAM Learning
Science Education
Volunteer Support
Customer Needs
Lobby Operations

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