On Site Team Lead

2 weeks ago

Saint John, Canada Ambassatours Gray Line Ltd. Full time

Discover
The Opportunity
Saint John, NB Hospitality and Food Service Experienced Seasonal $18.80 / hour

**Reports to**: Director Cruise Operations, Director Cruise Development, Tour Guide & Development Manager, & Account Rep. Manager

**Supervises**: Cruise Coordinators

**Role**:
While On-Site

oversees the smooth, professional and courteous execution of all shore excursion operations as contracted
ensures all dispatch staff and guide staff are on-site and briefed prior the ship arrival
works closely with transport staff to ensure all vehicles and staff are on site and prepared
works to ensure all staff are properly uniformed
greets Shore Excursion Staff
receives updated tour counts
distributes any updated information in regard to dispatch and tour departures to the on-site coordinating team
authorizes all last-minute ticket sales
provides the all-clear for groups to depart the pier - if applicable
ensures a timely, efficient and seamless dispatch for client
ensures suppliers are contacted with updated tour numbers and meal requests - if applicable
ensures Hop on Hop off (HoHo) schedules are running efficiently and timely
ensures all brochure racks are visible and filled with HoHo maps
distributes duties to staff (break, replacement, support for staff in other areas)
oversees ticket tally for the day
documents all tour sales and signs off on agreed to numbers on a settlement sheet id applicable
responsible to be objective, fair and thorough and comply with practices and procedures to provide the highest level of customer service
effectively and professionally communicates to management and clients and to build rapport with team members and business partners using a variety of techniques
resolves minor conflicts and issues and escalates to others as appropriate
operates within company and legal policies
works to help maximize efficiencies and revenues for the respective departments
responds to as many concerns and compliments as possible, both positive and negative

With Staff Training

involvement in the delivery of training on products, procedures, and service of all cruise products, explain and consistently exhibit the company's philosophy for customer service excellence
assist with monitoring successful on-boarding for all staff
assist with monitoring successful cross-training to or from other departments as required
With Cruise Operations Manager and Cruise Account Representatives
clearly communicates standards and goals and work together to create and implement plans
consistently monitor cruise coordinators to ensure adherence to all department policies and SOP's for the overall successful operation, and to also provide feedback
observe, evaluate and improve tour operations to ensure quality standards are maintained and exceeded
motivate all staff with positive attitude to the work and customer-focused approach for all operations
work closely with cruise operations manager to monitor labour costs daily
monitor pier side sales
monitor staff's maintenance, upkeep and cleanliness of each sales kiosk and vehicle
ensure Port's Authority safety and security measures are upheld and practiced
review tours and operations on a daily basis and proactively find ways to improve sales

With Occupational Health and Safety

communicate with cruise coordinating staff about any/all OH&S concerns

Work Hours

seasonal position from approximately April to November
may include possible travel to niche ports within the region
irregular work schedules that take place over 7 days per week including holidays
What you'll need

**Qualifications**:
**Qualifications**:
willingness to participate in and receive on-the-job training

Skills Required

professional manner and appearance
effective communication and conflict resolution skills
ability to work well under pressure, and follow assignments
enthusiasm and desire to sell Atlantic Canada as a travel destination
excellent organizational skills
flexibility to work shifts including early mornings, evenings, holidays and weekends
excellent oral and written communication skills
ability to communicate in either German, French, Spanish an asset
strong observation skills, attention to detail, cleanliness & aesthetics of working space
friendly, customer-focused personality
A little bit about us
Ambassatours Gray Line Ltd.

Ambassatours is the top provider of shore excursions for the cruise lines arriving seasonally in the port of Halifax. We offer a wide variety of tour guiding opportunities in many entertaining and interesting tours including Hop On Hop Off sightseeing tours aboard vintage British double deckers buses, coach, walking and hiking tours.

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