Guest Experience Manager

6 months ago

Toronto, Canada City Experiences Full time

**City Experiences is seeking a Guest Experience Manager for our City Cruises operation in Toronto.**

**About You**:
This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

**Crew Benefits**:

- Competitive Wage
- Retention Bonus - up to $500.00
- Complimentary Cruise Tickets & Uniforms
- Complimentary Crew Meals
- Crew Recognition Awards
- Crew Referral Program - up to $200.00 per referral
- Crew Events
- Paid Training

**About the Opportunity**:
**Essential Duties & Responsibilities**:

- Provides amazing hospitality to crew and guests as prescribed in our RESPECT Service System.
- Responsible for successful operations of the Harbour Tour Cruises.
- Customizes scripts, ensuring content is accurate and full of interesting facts about the Toronto Harbour.
- Creates back up recorded narration options to supplement live narration whenever needed.
- Develops comprehensive knowledge of reservation system (Anchor) and checks to ensure Harbour Tours information is up to date.
- Communicates regularly with GM to identify missing cruise information in reservation system (Anchor).
- Stays up to date on local attractions and Toronto City Pass information to provide team and guests accurate information.
- Provides performance feedback, training, coaching, developing, as well as recruiting (as per operational requirements).
- Investigates and resolves conflicts and complaints in a professional and timely fashion. This includes crew variances and ensures strict adherence to crew code of conduct.
- Assists Marine Department by ensuring boarding of vessels is completed in a safe manner.
- Supports line management for all five (5) City Cruises Toronto vessels and ticket booth.
- Reviews event schedule daily to ensure adequate availability of individual reservations while taking note of dates where prices are yielded.
- Regularly identifies and communicates high and low demand cruises to the management team with the goal of maximizing profit.
- Liaison and coordination with Harbourfront Centre Security, Dock Masters and Marine Operations.
- Creates and manages weekly schedules for Cruise Tour Guides and Guest Sales Agents to ensure adequate coverage for all ticket booth locations and cruises while staying within budgeted payroll allocations.
- Works alongside team daily, on major holidays and weekends to efficiently check in all reservations and immediately troubleshoot any guest challenges while on site.
- Confirms all Harbour Tours reservation requests, modifications, payments and cancellations are completed accurately.
- Supports the General Manager by assisting in monthly forecasting, as it relates to public cruise pace and availabilities, and make recommendations for specialty cruises on major holidays and weekends.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems; supporting where needed for day of arrivals and reservation discrepancies.
- Identifies creative methods to increase sales at the ticket booth for all cruises.
- Attends weekly sales/operations/catering meetings and bring specific information regarding groups and individual reservations back to ticket booth staff, as necessary.
- Organizes team building activities periodically throughout the year for the ticket booth team and supporting staff.
- Manages and address any customer concerns and/or health and safety concerns that arise on the dock and ticket booth designated areas.
- Works with a safety mindset by ensuring that crew follow all safety policies and procedures. Takes overall responsibility and accountability for the prevention of work-related injuries and/or illness by identifying and communicating risks, hazards and opportunities on the job. Provides necessary measures (i.e. PPE) and allocates resources to keep the workplace safe.
- Be prepared to begin work at scheduled time.
- Maintains uniform and personal grooming in compliance with appearance standards.
- Completes any other duties as assigned.

**Requirements & Qualifications**:

- O.S.S.D or equivalent as recognized by the Ministry of Education.
- Minimum of three (3) years’ management experience working in a service-oriented environment, preferably in the hospitality/tourism industry.
- Post-secondary degree, diploma or certification in Hospitality and Tourism Management or related discipline preferred.
- Minimum of two (2) years’ work experience using Point of Sale (POS system), reconciling out-of-balance conditions, and investigating discrepancies.
- Strong leadership, customer service, organizational, analytical and planning skills.
- Strong interpersonal & communication skills (written, oral and listening) including conflict resolution skills.
- Proficient computer knowledge in Microsoft programs.
- Ability to remain calm under pressure while working in a fast-paced environment.
- Knowledge of another language in addition to English i

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