Guest Services Ambassador

6 months 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 **Guest Services Ambassador** at Harbour Cruises, you’ll get to:

- Execute Front Desk, Tours & Concessions Daily Operations
- Coordinate daily tour check ins efficiently, 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
- A efficient and professional problem solver & troubleshooter
- Liaise with all other Departments for in the day-to-day operations to ensure seamless workflow between all aspects of a guest's journey
- Ensure efficient 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
- Maintain equipment, supplies and services as required
- Confidently utilizes our Tour Bookings and Reservation systems (Tech Savvy - Maximizing and Optimizing our systems)
- Work in a tight knit environment with all other team members 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 in a professional manner
- Excellent communicator, professional customer service experience with polished verbiage
- Fluent in English (Verbal and Written)
- Confident, savvy, and efficient user of administrative software programs such as (Microsoft 365, RocketRez, Cardknox etc)
- Ability to work in a fast paced and demanding environment, keeping a calm and approachable demeanour at all times
- Positive attitude, takes initiative and a team builder

**What you will bring to the team**
- Experience working in a Front Desk and fast-paced environment
- Knowledge of booking / reservations systems OR tech savvy and a fast learner with computerized software and systems (Fast Learner)
- Strong foundations of accounting and record-keeping practices (ie. Cash handling, daily sales reconciliation
- At least 1 year of previous experience without Travel & Tourism industry
- Exceptional communication skills and customer service
- Experience hiring, training and managing a team
- High attention to detail (Communications, documentations etc)
- Strong verbal, typing, writing technical skills
- Familiarity with Microsoft 365, 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
- Passion, a positive attitude, flexibility and always curious to learn more
- Food & Beverage Experience (Bonus)
- Tour Operations Experience (Bonus)

**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:

- An amazing team of hospitality professionals that you will love collaborating with.

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

Pay: $17.40-$19.50 per hour

Expected hours: 20 - 40 per week

**Benefits**:

- Company events

Flexible Language Requirement:

- French not required

Schedule:

- Day shif

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