Cruise Operations Manager

7 days ago

Toronto, Ontario, Canada Hornblower Cruises and Events Full time
About the Role

We are seeking a highly skilled and experienced Guest Experience Manager to join our team at Hornblower Cruises and Events. As a key member of our operations team, you will be responsible for ensuring that our guests have an exceptional experience on our harbour tours.

Key Responsibilities
  • Manage the execution of harbour tour cruises, ensuring that all aspects of the operation run smoothly and efficiently.
  • Provide exceptional customer service to our guests, responding to their needs and resolving any issues that may arise.
  • Develop and implement strategies to improve the overall guest experience, including the development of new products and services.
  • Work closely with our sales and marketing teams to promote our harbour tours and increase revenue.
  • Manage and train a team of cruise tour guides and guest sales agents, ensuring that they have the skills and knowledge needed to provide excellent customer service.
  • Monitor and analyze guest feedback and make recommendations for improvements to our operations.
  • Collaborate with our marine department to ensure that all safety protocols are followed and that our vessels are maintained to the highest standards.
  • Develop and manage budgets and forecasts for our harbour tour operations.
  • Identify opportunities to increase revenue and implement strategies to achieve this goal.
  • Stay up to date with local attractions and events, ensuring that our guests have access to the best information and experiences.
Requirements and Qualifications
  • 3+ years of experience in a management role, preferably in the hospitality or tourism industry.
  • Strong leadership and customer service skills, with the ability to motivate and train a team.
  • Excellent communication and interpersonal skills, with the ability to work effectively with guests, staff, and external partners.
  • Ability to work in a fast-paced environment, with a high level of energy and enthusiasm.
  • Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
  • Ability to work a flexible schedule, including evenings, weekends, and holidays.
About Us

Hornblower Cruises and Events is a leading provider of harbour tours and events in Toronto. We are committed to providing exceptional customer service and creating memorable experiences for our guests. If you are a motivated and experienced professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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