Terminal Operations Manager

3 weeks ago

Vancouver, Canada VIFC Full time

**Manager, Terminal Operations**

We’re the Vancouver Island Ferry Company, a modern Canadian ferry company transforming how we travel in British Columbia. It’s all about being an easier, faster, and more enjoyable ferry experience.

Headquartered in Nanaimo and operating under our service brand Hullo, we will provide service between downtown Vancouver and Nanaimo. We’re talking comfortable and reliable sailings in around 70 minutes, a seamless booking process complete with reservable seats, and refreshments that will be just that fresh. Say goodbye to the biggest pain points of travel and be ready to be welcomed aboard with a smile and a “hello”.

VIFC is an Equal Employment Opportunity employer. We are strongly committed to diversity and inclusion in our organization. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sexual orientation, gender identity, national origin, disability, and any other category protected under applicable law. We welcome all qualified applicants who contribute to the further diversification of ideas.

**The Hullo Culture**

At Hullo, we're all about taking things to the next level Our obsession with safety and delivering an unforgettable guest experience is only matched by our passion for constant improvement. We don't settle for the ordinary - we encourage our employees to think outside the box, innovate and make waves. With data-driven decision-making and a continuous improvement mindset, we are committed to raising the bar in everything we do.

But don't worry, it's not all work and no play at Hullo. We believe that having fun and being engaged are key ingredients for success. That's why we strive to create a dynamic and enjoyable work environment where every team member has a say in shaping the future of the organization. From the top down, we value collaboration and want each person to feel empowered to contribute their unique ideas and talents.

We are seeking a dynamic individual for a leadership position that will play a crucial role in shaping our Terminal Operations Department. As the Manager, you will significantly contribute to the development of the Hullo customer experience. Serving as the primary point of contact at our Vancouver and Nanaimo terminals, you will have the opportunity to make a lasting impact.

Joining our lean, powerful, and agile team, this role is perfect for someone who thrives on delivering high-value and impactful work. Reporting directly to the Director of Guest Experience, you will collaborate cross-functionally with revenue management, operations, corporate development, and technology teams to support the successful operation of our service.

**Responsibilities**

**Guest Experience and Terminal Operations Management**
- Lead a team of Guest Experience Agents to ensure guests are warmly welcomed and efficiently and safely embarked and disembarked.
- Champion our ticketing reservation system to ensure a seamless guest experience.
- Regularly analyze, plan, and implement new guest standards to enhance the overall guest experience.
- Serve as a super user and trainer for our ticketing reservation system, ensuring its effective utilization across the organization.
- Continuously review and enhance our terminal Standard Operating Procedures (SOPs) to optimize guest traffic flow and ensure safety.

**Cross-Functional Collaboration**
- Support cross-functional initiatives aimed at enhancing the guest experience at every touch point throughout the customer journey.
- Collaborate with other departments to ensure alignment and effective communication.
- Stay updated on best-in-class service standards and present opportunities for development to the leadership team.

**Operational Duties**
- Lead irregular operations communications, transfer bookings, and update terminal operations crew with next steps in irregular operations.
- Review schedules and guest loads in advance to ensure safe operating numbers and sufficient crew.
- Adjust capacity based on upcoming luggage loads and crew availability.
- Assist the Nanaimo terminal with operations when the Nanaimo Manager is on leave.
- Check in with all team members regularly and conduct 1:1s on a monthly or quarterly basis.
- Monitor, assign, and manage Fresh Desk tickets.
- Complete and send off the Daily Hullo every evening.
- Ensure all brand standards are adhered to and observe guest flow of inbound/outbound vessels.
- Monitor food and beverage inventory, making orders when necessary.
- Monitor office supplies and cleaning inventory, sending out orders for approval.
- Ensure the Hub is always clean and in good order.
- Process all refunds and voucher requests.
- Write and implement SOPs with the terminal operations crew.
- Conduct safety checks in the Hub and around the dock.
- Address guest complaints and manage incident/near-miss reports.
- Train new crew members and oversee new hire resume reviews and interviews.
- Execute the imp

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