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.

**About the Opportunity**:
The successful Guest Experience Manager will be responsible for managing the Harbour Tour Program, including all aspects
of Harbor Tours related to ticket booth, narration, sales, admin, finance and training. This individual will be responsible for
upholding and embodying the RESPECT Service System from both the Employee and Guest Experience perspectives.

**Essential Duties & Responsibilities**:

- Meet or exceed pre-determined individual and team goals.
- Reviews individual goals on a quarterly basis; recommends and takes appropriate actions to achieve objectives in
key result areas.
- Maintain accurate and up to date records, in the operating systems, of all opportunities and correspondence as
they evolve.
- Prepares reports as necessary to improve management decision making and critical evaluation of work activities
- Responsible for successful operations of Harbor Tours Narration program.
- Customize scripts and train Live Narration team.
- Schedule Live Narration and Guest Sales Agent team and ensure coverage on all cruises.
- Create back up recorded narration options to supplement live narration whenever needed.
- Develops comprehensive knowledge of reservation system and checks to ensure Harbor Tours information is up to
date. Communicates regularly with GM to identify missing cruise offering information in reservation system.
- 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.
- Create and manages weekly schedules for habour tour crew to ensure adequate coverage for all ticket booth
locations 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.
- Confirm all Harbor Tours reservation requests, modifications, payments and cancellations received by phone,
- Support GM 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.
- Identify creative methods to increase sales at the ticket booth for all cruise type.
- Attends weekly sales/ops/catering meetings and brings 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.
- Support line management for all five (5) City Cruises Toronto vessels and ticket booth.
- Manage and address any customer concerns and/or health and safety concerns that arise on the dock and ticket
booth designated areas.
- Other duties as assigned.

**Requirements & Qualifications**:

- Minimum 3-year experience in a similar customer service support role
- Post-secondary degree diploma or certification in Hospitality and Tourism Management or related discipline
preferred
- Communicate effectively in oral and written form
- Maintain high level of organization
- Be detail oriented
- Handle multiple tasks/projects at one time
- Focus on guest needs
- Meet deadlines
- Establish and maintain effective working relationships as required by job responsibility
- Listen effectively, assesses the situation, determine relevant issues, & suggest solutions
- This position will require open flexible availability to include a schedule that is not limited to days, afternoons,
evenings, weekends, and holidays

**About Us**:
City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

**The RESPECT Service System** embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

City Experiences is proud to be an Equal Employment Opportunity employer. We are committed to the principle of equal employment opportunity for all employees and to pr

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