Safety Services Operations Manager

About the Opportunity:

Job Title: Safety Services Shift Manager

The Safety Services Shift Manager is responsible for overseeing and assisting the Safety Services Team Members and Investigators and ensuring the safety and well-being of guests and employees while maintaining the highest level of public safety. In this challenging position, you will perform a wide variety of tasks to ensure a maximum level of protection, safety, and comfort to both guests and staff visiting or working at Niagara City Cruises.

Key Responsibilities:

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• Prepares and manages duty schedules on a daily basis, delegates work assignments to each team member, and assists the Director, Employee & Guest Experience in organizing safety services throughout Niagara City Cruises' properties.
  
  
• 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, and/or are in unauthorized or restricted access areas.
  
  
• Communicates drop-off and pick-up policies with 3rd-party service representatives, such as bus drivers transporting groups, vendors, etc.
  
  
• Assists guests into various lines, tickets, scanners, photos, gate 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 are 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.
  
  
• 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 and Qualifications:

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• Post-secondary education (or equivalent as recognized by the Ontario Ministry of Education).
  
  
• Minimum of two years' working experience in a customer service environment, preferably in a hospitality environment.
  
  
• Minimum of two 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/evening/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), such as non-slip shoes, gloves, weather-appropriate dress attire, and sun protection.
  
  

About City Experiences:

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. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences' mission, vision, values, and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

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, colour, 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 offences.

City Experiences employment and workplace decisions will be based on company needs, job requirements, and individual job qualifications and skills. City Experiences will comply with provincial and federal legislation relating to equal employment opportunities and employment equity.

Job Type: Full-time

Pay: Competitive salary and benefits package

Work Location: Niagara City Cruises

Job Category: Safety & Security

Posting Date: Open until filled

Company: City Experiences

Location: Niagara Falls, ON

How to Apply:

Apply online at www.cityexperiences.com/careers

or email your resume and cover letter to careers@cityexperiences.com

Please include the job title in the subject line of your email.

City Experiences is an equal opportunities employer and welcomes applications from diverse candidates. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

City Experiences is committed to providing an inclusive and accessible recruitment process. If you require accommodations during the interview process, please notify us in advance.

Please note that all applications will be reviewed and considered based on the qualifications and experience of the candidate.

City Experiences is a 40-year-old company with a strong commitment to safety and customer service. We look forward to hearing from you

City Experiences is a proud member of the City Experiences family of companies.

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