![Vancouver Island Ferry Company](https://media.trabajo.org/img/noimg.jpg)
Terminal Operations Manager
2 days ago
- Lead a team of Guest Experience Agents to ensure guests are warmly welcomed and efficiently and safely embarked and disembarked.
- Champion our ticketing reservation system to ensure a seamless guest experience.
- Regularly analyze, plan, and implement new guest standards to enhance the overall guest experience.
- Serve as a super user and trainer for our ticketing reservation system, ensuring its effective utilization across the organization.
- Continuously review and enhance our terminal Standard Operating Procedures (SOPs) to optimize guest traffic flow and ensure safety.
- Support cross-functional initiatives aimed at enhancing the guest experience at every touch point throughout the customer journey.
- Collaborate with other departments to ensure alignment and effective communication.
- Stay updated on best-in-class service standards and present opportunities for development to the leadership team.
- Lead irregular operations communications, transfer bookings, and update terminal operations crew with next steps in irregular operations.
- Review schedules and guest loads in advance to ensure safe operating numbers and sufficient crew.
- Adjust capacity based on upcoming luggage loads and crew availability.
- Assist the Nanaimo terminal with operations when the Nanaimo Manager is on leave.
- Check in with all team members regularly and conduct 1:1s on a monthly or quarterly basis.
- Monitor, assign, and manage Fresh Desk tickets.
- Complete and send off the Daily Hullo every evening.
- Ensure all brand standards are adhered to and observe guest flow of inbound/outbound vessels.
- Monitor food and beverage inventory, making orders when necessary.
- Monitor office supplies and cleaning inventory, sending out orders for approval.
- Ensure the Hub is always clean and in good order.
- Process all refunds and voucher requests.
- Write and implement SOPs with the terminal operations crew.
- Conduct safety checks in the Hub and around the dock.
- Address guest complaints and manage incident/near-miss reports.
- Train new crew members and oversee new hire resume reviews and interviews.
- Execute the implementation of new procedures and coach team members.
- Create future sailing schedules in Carus.
- Strong written and verbal communication skills, along with interpersonal abilities.
- Excellent analytical and problem-solving skills for real-time solutions.
- Sharp analytical skills and attention to detail for effective problem-solving.
- Positive team-oriented attitude, adaptable to challenging environments.
- Demonstrated leadership skills to effectively manage and motivate a team.
- Resourcefulness and willingness to learn from others.
- Ability to prioritize tasks, manage multiple responsibilities, and make sound engineering decisions.
- Excellent proficiency in Microsoft Word, Excel, and Outlook.
- Ability to thrive under pressure and make sound decisions in fast-paced environments.
- This position will require frequent traveling between Vancouver and Nanaimo (10%) via our ferries. You will enjoy the flexibility of a varied work schedule, which may encompass evenings, weekends, and on-call responsibilities.
- Extended Health & Dental from Day 1
- A robust, flexible health spending account – use it for additional health coverage should you need it and/or to support your personal wellness (like paying for your gym membership, sporting equipment, or activity classes)
- Don’t have a family doctor? No worries – we offer 24/7 virtual access to doctors or nurse practitioners to get medical advice or a prescription
- Support your retirement planning with annual employer RRSP contributions
- Free standby ferry travel for you and your family between Nanaimo and Vancouver
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