Front of House Manager

3 weeks ago

Vancouver, Canada Harbour Cruises Full time

**About Us**

Operating year-round for private charters and catering, Harbour Cruises is Vancouver’s leader in boat cruise entertainment. We are proud to offer Vancouver’s only narrated tour of the inner-harbour, and the city’s most popular dinner, and luncheon cruises. In addition to retail cruise products, private corporate events, and special event cruises, we also offer a unique and delightful way to experience the city. We are known for our attentive and efficient onboard staff, and professionally prepared cuisine. We are committed to ensuring that our guests’ cruises are events they’ll remember and repeat Based out of Vancouver Harbour in beautiful Vancouver, BC - we are dedicated to offering our guests the highest standards of customer service, quality and professionalism in the hospitality industry.

If you’re interested in learning more about our company culture, and joining our team of passionate service professionals, you can check out more about our team here.

**What you will work on**

As a Front Office Manager at Harbour Cruises, you’ll get to:

- Manage the Front Desk, Tours & Concessions Daily Operations
- Lead daily tour check ins, being the local expert and main contact person for questions and support on site
- Deliver exceptional internal and external guest service with friendly and approachable demeanour
- Support, train and resource tour operations team
- A efficient and professional problem solver & troubleshooter
- Support training & recruitment for Front Desk and Tour Ambassador Team
- Liaise with all other Departmental Managers for in the day-today interactions with local suppliers, sites and venues
- Work with central teams regarding scheduling, product development, & operational procedures
- Maximize revenue by optimizing reservations scheduling and systems
- Reconcile ticket sales and cash deposits and prepares reports or financial settlements
- Analyze and plan for staff, equipment, supplies and services
- Plan and implement new ticketing procedures and revisions
- Master our Tour Bookings and Reservation systems (Tech Savvy - Maximizing and Optimizing our systems)
- Be an expert in analytical data to make and provide sound business decisions
- Work in a tight knit environment with all other departments to ensure seamless customer experience from Arrival to Departure
- Answer customer queries and communicate information regarding upcoming events or new developments with the rest of the vessels team
- Excellent communicator, professional customer service experience with polished verbiage
- Proven ability to manage and lead a team
- Exemplify and foster positive team culture

**What you will bring to the team**
- Experience working in a leadership role in a fast-paced environment
- Knowledge of booking / reservations systems OR tech savvy and a fast learner with computerized software and systems
- Strong foundations of accounting and record-keeping practices (ie. Cash handling, daily sales reconciliation
- At least 2 years of previous experience without Travel & Tourism industry
- Exceptional communication skills and customer service
- Experience hiring, training and managing a team
- High attention to detail
- Strop verbal, typing, writing technical skills
- Familiarity with Microsoft, Rocket Rez desired
- A natural problem solver with a desire to impact performance
- Highly Organized and capable of multi-tasking with attention to detail
- Performs professionally and calmly under pressure
- Ability to be on feet for several hours at a time

**Why join Harbour Cruises?**

At Harbour Cruises, we’re on a continuous learning journey as it relates to Equity, Diversity, & Inclusion. We know that diversity is a strength, and recognize that the unique backgrounds across our team help us make better decisions, result in more creative solutions, and ultimately lead us to stronger paths of success. We’re working to create a workplace and team that is as diverse as the community we serve, and we aim to provide an environment that allows every person to bring their whole and authentic self to work every day. We are inspired by the unique contributions and insights of our team members, and are invested in continuously improving our employees’ experiences as we grow.

We pride ourselves on supporting our team to show up every day being the best they can be, and in addition to our collaborative and people-focused environment, we offer our team:

- Performance bonus
- And of course, an amazing team of hospitality professionals that you will love collaborating with.

**Job Types**: Full-time, Fixed term contract, Seasonal
Contract length: 6 months

**Salary**: Up to $30.00 per hour

Expected hours: 40 per week

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Weekends as needed

Supplemental pay types:

- Bonus pay

**Experience**:

- Management: 2 years (preferred)
- Office manag

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