Volunteer Program Overview

Volunteer Program Role

Tourism Vancouver is the official provider of travel information to visitors of Vancouver. In addition to operating a flagship Visitor Centre in Downtown Vancouver, Tourism Vancouver also operates Visitor Centres at convention and special event locations throughout the city and has recently opened a Satellite Visitor Centre in downtown Vancouver on Robson Street Plaza. This is the first of many Satellite Visitor Centres to open around the downtown area to provide high level of service to all visitors before, during and after the Vancouver 2010 Olympic and Paralympic Winter Games.

The role of the Volunteer Program is to provide service in assisting visitors with their travel needs as well as assisting staff where necessary. The volunteers play an essential role in maintaining a high level of quality service & sales delivered to both visitors and members of Tourism Vancouver. Tourism Vancouver welcomes and services over 200,000 visitors every year and this would not be possible without the dedication, knowledge and skill of our Volunteer Team!

Volunteer Job Opportunities

The role of the Volunteer Visitor Counsellor is to interact with visitors, extending a welcome, assisting with travel inquiries in detail and promoting member products and services. This role typically works within the Visitor Centres and each volunteer must complete extensive training including Tourism Visitor Counsellor provincial certification. This training includes in depth knowledge of the city and the province, Tourism Vancouver member products and services, customer service and sales skills and Olympic event knowledge. The minimum commitment for this volunteer role is one year or longer depending on operational needs.

Tourism Vancouver's Volunteer Program is expanding to include the Volunteer City Host program in 2009 and beyond. The role of the Volunteer City Host is to interact with visitors, extending a welcome, provide directions, city and event information, while walking within designated areas frequented by visitors. Those interested in this position must complete the City Host training program which includes general knowledge relating to the city and province, Olympic events and customer service. The minimum commitment for this volunteer role is one year or lesser depending on start date and operational needs.

General Qualifications of Volunteers

Volunteer recruiting for Tourism Vancouver is selective. Candidates must complete an application form, followed by a personal interview to determine their professionalism, enthusiasm, availability, commitment and interest in promoting Metro Vancouver and Tourism Vancouver members. The volunteer roles require the following qualifications:

  • Ability to communicate fluently in English, second language a definite asset;
  • Enjoy meeting people and interacting with other cultures;
  • Excellent knowledge of Metro Vancouver and British Columbia;
  • Good interpersonal & sales skills, engaged, enthusiastic, and friendly;
  • Be a Permanent Resident and have lived in Metro Vancouver for at least one year;
  • Comfortable volunteering in a busy, energetic, fun environment;
  • A commitment to completing the initial and on-going training programs;
  • Valid e-mail address and access to the internet as electronic communication is used to pass on important information updates and schedules;
  • Basic understanding of the Vancouver 2010 Olympic and Paralympic Winter Games and venues;
  • Willingness to welcome visitors and embrace the Vancouver 2010 Olympic and Paralympic Winter Games spirit
  • Ability to travel between Olympic venues and/or Visitor Centres in the Metro Vancouver area
  • Ability to fulfill the minimum volunteer hour requirement of 50-60 hours during the 17 days of the Olympic Games and/or 20-30 hours during the 10 days of the Paralympic Games
  • Ability to complete and pass an RCMP background check, as well as any other relevant security clearances deemed necessary

Volunteer Training and Orientation

The visitor experience is greatly enhanced by the high level of knowledge of Tourism Vancouver volunteers and staff. The commitment of service excellence to the visitor demands a strong commitment to training and ongoing learning by the volunteers, the program Manager and the staff. The training sessions are designed to meet the needs of the volunteer while providing the tools necessary to assist visitors.

Volunteer Visitor Counsellor
All volunteers interested in this role are required to complete a mandatory 3-day provincial certification training program called Tourism Visitor Counsellor training and participate in Olympic specific training.

During this training, volunteers receive an introduction to Tourism Vancouver's customer service expectations, a review of a variety of travel counselling tools and an orientation to the various aspects of the visitor centres. Following this classroom style training volunteers receive additional on-site shadowing and coaching. After the completion of 40 hours of on-site visitor counselling experience volunteers receive a performance evaluation which is the final step in completing the requirements of Tourism Visitor Counsellor Certification.

Volunteer City Host
All volunteers wishing to be a city host are required to complete a mandatory 2-day certification training program called City Host training and participate in Olympic specific training.

During this training, volunteers receive an introduction to Tourism Vancouver's customer service expectations, a review of most frequently used maps, guides and other information resources and a general orientation to the various services of the visitor centres. Following this classroom style training volunteers receive additional on location shadowing and coaching. After the completion of 30 volunteer hours, volunteers receive a performance evaluation, which is the final step in completing the requirements of Volunteer City Host Certification.

In addition to the initial training, in-house workshops and member product familiarization tours are organized as part of Tourism Vancouver's commitment to on-going training and product knowledge development.

Volunteer Commitment

Tourism Vancouver is committed to exceeding expectations and invests considerable resources into recruiting, training and supporting its staff & volunteers. To provide the best travel information services and create positive experiences for all visitors before, during and after the Vancouver 2010 Olympic and Paralympic Winter Games, Tourism Vancouver requests the following volunteer time commitment.

  • Commitment to attend training and orientation in 2009 and
  • Minimum of 4 hours/week volunteer commitment leading up to February 2010 and then increasing to
  • Minimum commitment of 50-60 volunteer hours during the 17 days of the 2010 Olympic Games and
  • Minimum commitment of 20-30 volunteer hours during the 10 days of the 2010 Paralympic Games

Games time volunteer shifts will be approximately 6-8 hours in duration depending on operational needs.

Benefits of Volunteering at Tourism Vancouver's Visitor Centres

The commitment to be a volunteer is a tremendous opportunity to:

  • Welcome and interact with visitors from around the world
  • Share your passion for the city and province you live in
  • Enjoy being part of an exciting organization and industry in Vancouver
  • Be part of one of the biggest most celebrated sporting events on the planet
  • Give back to your community
  • Gain further experiences and knowledge about the city and province
  • Choose your volunteer job when you apply
  • Volunteer at or near major Olympic venues and celebration sites during the games
  • Get an Official Tourism Vancouver uniform and other exciting keepsake items
  • Expect realistic volunteer hours requirement leaving you time for other activities
  • Have an experience of a lifetime and be part of the legacy
  • Tourism Visitor Counselor or City Host certification training
  • Receive service awards
  • Access the local sights by way of familiarization tours and the Tourism Challenge Passport Program
  • Attend volunteer appreciation events and functions
  • Receive a multitude of rewards and recognition

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