Safety Services Shift Manager

6 hours ago

Niagara Falls, Ontario, Canada Hornblower Cruises and Events Full time

About the Opportunity:

The Safety Services Shift Manager is responsible for overseeing and assisting the Safety Services Team Members and Investigators, ensuring the safety and well-being of guests and employees while maintaining the highest level of public safety.

This challenging position involves performing a wide variety of tasks to ensure a maximum level of protection, safety, and comfort for both guests and staff visiting or working at Niagara City Cruises.

The Safety Services Shift Manager will supervise a dedicated team of Safety Services Team Members and Investigators, ensuring strict adherence to Niagara City Cruises policies and compliance procedures.

The position will ensure that the Safety Services team provides the highest degree of customer service in all situations and interactions, including orderly crowd control.

Essential Duties & Responsibilities:

  • Prepares and manages duty schedules on a daily basis, delegates work assignments to each team member.
  • Provides guidance, instruction, and coaching to the Safety Services Team, with the ability to praise or discipline as required in a professional and supportive manner.
  • Ensures safety and security for guests and employees, assesses behavior, identifies suspicious activity and potential threats, and responds according to standards set forth by management and established processes in the company emergency, security, and safety plans.
  • Provides instructions and information for guests who have needs, questions, and concerns or are in unauthorized or restricted access areas.
  • Communicates drop-off and pick-up policies with third-party service representatives, such as bus drivers transporting groups, vendors, etc.
  • Assists guests into various lines, tickets, scanners, photos, gates when necessary.
  • Provides detailed reports as required by management, such as daily shift logs, incident reports, safety inspections, and customer concerns or issues.
  • Physically checks all property points to ensure doors, gates, and restricted areas are always secure and monitored, including CCTV monitoring.
  • Assures boarding of vessels is timely, safe, and in compliance with standards.
  • Assures safety and security procedures are followed.
  • Resolves guest complaints and discrepancies appropriately.
  • Responsible for opening and closing procedures if the Department head is not on duty.
  • Responds and reports medical, emergency, or security threats on Niagara City Cruises properties effectively, promptly, and in line with standards in a professional manner.
  • Maintains a clean, safe, and orderly work environment.
  • Performs assigned administrative projects as directed.
  • Sets an example at all times of excellent guest service, professional appearance, and positive attitude.
  • Maintains good relationships with all employees of Niagara City Cruises, partners, and vendors.
  • Actively participates in all training programs and applies the standards to practice.
  • Adheres to all health and safety regulations.
  • Works with a safety mindset by ensuring that employees follow all safety policies and procedures. Takes overall responsibility and accountability for the prevention of work-related injuries and/or illness by identifying and communicating risks, hazards, and opportunities on the job. Provides necessary measures (PPE) and allocates resources to keep the workplace safe.
  • Maintains a neat, clean, and well-groomed appearance (refer to appearance standards in the employee handbook).
  • Reports to work on time and for all scheduled shifts.
  • Understands all Niagara City Cruises' policies and procedures relating to the employee's role within the company.
  • Maintains any applicable licenses and certifications.
  • Completes any other duties as assigned.

Requirements & Qualifications:

  • High school diploma or equivalent as recognized by the Ontario Ministry of Education.
  • Minimum of two (2) years' working experience in a customer service environment, preferably in a hospitality environment.
  • Minimum of two (2) years' working experience in a supervisory role, preferably in a security position.
  • Minimum of 3-5 years' working experience in the security industry.
  • Minimum of Standard First Aid & CPR – Level C.
  • Ability to obtain a security guard license (as required by the Ontario Private Security & Investigative Services Act).
  • Ability to deal with people in a service-oriented manner.
  • Ability to remain calm and perform duties under stressful conditions, excellent organizational skills, including experience in conflict resolution.
  • Good written and verbal communication and customer engagement skills.
  • Training in the use-of-force and verbal de-escalation is an asset.
  • Knowledge of another language in addition to English would be considered an asset.
  • Ability to walk, stand, and work in all types of weather conditions for extended periods.
  • Ability to continually and repeatedly perform functions indoors and outside.
  • Must be willing to work all shifts, including days/evenings/overnight shifts, including weekends and holidays.
  • Ability to reach, bend, stoop, wipe, push, pull, move, or lift up to 25 pounds (11 kilograms).
  • Walk, stand, sit, and work in all types of weather conditions for extended periods.
  • Continually and repeatedly perform functions indoors and outdoors.
  • If required, wear assigned Personal Protective Equipment (PPE) (non-slip shoes, gloves, weather-appropriate dress attire, sun protection).

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.

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 providing employees with a work environment free of harassment and/or discrimination of any type, including but not limited to discrimination and/or harassment based upon race, citizenship, place of origin, color, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, genetic characteristics, receipt of public assistance, and record of offenses.

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