Job Description

The Travel Industry Council of Ontario (TICO) is an organization mandated by the Ontario government to administer the Ontario Travel Industry Act, 2002 and Ontario Regulation 26/05, which governs all of the approximately 2,100 travel retailers and travel wholesalers registered in Ontario. In addition, TICO administers an industry-financed Travel Compensation Fund.

At TICO, we are an organization that embraces inclusion and fairness. We are committed to fostering a culture of inclusivity, equity, and accessibility for all. As a team, we celebrate diversity in all its forms, while encouraging individual growth and innovation, because we feel it makes for an inspiring workplace where people are empowered and engaged.

Our diverse team of employees enables us to grow and learn, and encourages us to be better and do better, at work and beyond.

Job Purpose

The Administrative Assistant performs a variety of administrative and clerical tasks, with a focus on reception, and supports the work of management and other staff to ensure effective and efficient day-to-day operations. The Administrative Assistant also provides assistance and information to stakeholders while always representing TICO in a professional manner, whether on the telephone, face to face or in written communication.

Key Competencies

The individual must be a self-motivated individual with great interpersonal skills and will also possess:

Communications - Excellent communication skills, both written and verbal. The ability to convey information clearly, effectively and in a professional manner.

Service Excellence - Ability to identify and understand stakeholder issues and be responsive in a timely and professional manner by providing information and/or solutions to stakeholders' issues or concerns.

Teamwork - Ability to work collaboratively in a respectful and considerate manner that supports a cohesive and positive work environment consistent with the values of the organization.

Accountability: Ability to work efficiently and effectively by achieving deliverables within established time frames by adhering to procedures and by being responsible for one's actions.

Innovation - Demonstrates a proactive approach to recommend and/or embrace new ideas, methods or solutions for progress and advancement of the organization.

Functional Expertise - embodies the required knowledge and experience to successfully perform and achieve objectives in an efficient and professional manner.

Duties and Responsibilities

Reception / Customer Service

Provide Reception coverage and assume reception duties as required while attending office or while using the virtual reception service: Greeting and assist stakeholders that attend TICO's offices and provide as necessary guidance and /or referral to appropriate person / department. Answer telephone calls and assist callers with any questions and/or re-direct calls to the appropriate person/department. Sort and distribute incoming mail and courier deliveries. Scan all correspondence, files and other records, such as invoices into the Document Management System (DMS). Assist with preparations of mailings and arrangements for courier service. Maintain sufficient postage in the postage machine. Order catering and assist with set-up/clean-up for all meetings. Maintain statistics on calls and walk-ins at reception on a daily basis. Respond to emails as required. Post information on TICO website as needed. Reconcile and prepare an office petty cash report for accountant. Maintain and update Reception Procedure binder, as required. Other miscellaneous administrative and clerical duties as required.

Other Miscellaneous

Provide support and/or coverage in other department areas based on experience and cross-training. Complete special projects, as required.

Office Supplies

Maintain and order office supplies such as but not limited to copy paper, letterhead, envelopes and copier and printer toners. Maintain and order kitchen supplies such as but not limited to cleaning supplies, milk, cream, coffee, tea, juice and soft drinks. Assist with other miscellaneous purchases as required.

Files in Storage / Archives / DMS

Assist with the maintenance of the DMS system by scanning and uploading correspondence, forms, financial filings, invoices and other miscellaneous business records received at TICO. Co-ordinate and organize the preparation of files for destruction based on TICO's archive policy. Arrange for retrieval and return of storage boxes from storage facility. Maintain the master log of TICO files in storage.

Board / Committee Meetings / Special Events

Board / Committee meeting set-up and clean-up. Assist management with co-ordination of meetings and special events when required. Arrange and order catering and assist with set-up of catering and refreshments for all meetings and special events. Provide assistance with planning and preparation of Annual Meeting and other events as required. Other duties as required.

Trade Shows

When applicable, assist with the organization and co-ordination of TICO's participation at consumer and industry trade shows. Registration and ordering of booth space and services / equipment. Organize staff attendance and distribute / communicate attendance schedule. Maintain staff trade show attendance chart. Organize booth set-up and tear down. Maintain supply of all informational and promotional materials. Conduct staff surveys for feedback regarding TICO's participation after each event. Monitor results and develop action plan and/or recommendations for improvements or changes. Other duties as required.

TICO Vehicle

Maintain supply of usage & mileage tracking sheets in van for staff record. Arrange for service (i.e. oil changes, seasonal tires changes, cleaning) and miscellaneous maintenance as needed.

Qualifications

Minimum of 5 years experience in either a customer service role, addressing consumer questions, complaints and/or similar customer service response. Excellent customer service skills. Demonstrates effective organizational, multitasking and problem-solving abilities. Self-starter who demonstrates attention to detail and effective time management. Proficient in Microsoft Office products, the internet and use of a computer. Excellent command of the English language, both verbal and written. Proven ability to perform administrative and clerical functions (e.g. filing/records management, record keeping, mail handling, keyboarding skills) Demonstrates flexibility and the ability to work independently or work effectively as part of a team environment. Knowledge and experience of the travel industry is an asset. Knowledge of the Travel Industry Act, 2002 and Ontario Regulation 26/05 an asset.

Working Conditions

The environment and physical demands are not uncommon to the typical office setting. Depending on the tasks at hand, an average day may include extended periods of sitting and/or standing. From time to time some light lifting may be necessary.

Overtime or working weekends may apply when participating at consumer and industry trade shows.

Direct reports / Key Relationships

The position will report to the Chief Financial and Administrative Officer. There are no direct reports.

Please submit your resume with a cover letter including salary expectations in confidence by July 18, 2025

We thank all applicants, however only those candidates selected for an interview will be contacted.

Job Type: Full-time

Work Location: Hybrid remote in Mississauga, ON L5R 4B2

Application deadline: 2025-07-25