Harbour Tour Manager

15 hours ago

Toronto, Ontario, Canada Hornblower Cruises and Events Full time

About the Role:

The Harbour Tour Manager will be the main point of contact for guests and crew, ensuring an exceptional experience on our Harbour Tours. This role will involve managing the execution of the Harbour Tour Cruises, coordinating with the Marine Department to ensure safe boarding of vessels, and upholding the RESPECT Service System.

Responsibilities:

  • Provide exceptional hospitality to crew and guests, adhering to the RESPECT Service System.
  • Manage the successful operations of the Harbour Tour Cruises, ensuring guests have an amazing experience.
  • Coordinate with the Marine Department to ensure safe boarding of vessels.
  • Develop comprehensive knowledge of the reservation system (Anchor) and ensure Harbour Tours information is up-to-date.
  • Communicate regularly with the General Manager to identify missing cruise information in the reservation system.
  • Provide performance feedback, training, coaching, and development to team members.
  • Investigate and resolve conflicts and complaints in a professional and timely manner.
  • Assist with scheduling, including creating weekly schedules for Cruise Tour Guides and Guest Sales Agents.
  • Support the General Manager in monthly forecasting and make recommendations for specialty cruises.
  • Identify creative methods to increase sales at the ticket booth and attend weekly sales/operations/catering meetings.

Requirements:

  • Post-secondary degree or equivalent in Hospitality and Tourism Management or related field.
  • Minimum of three years' management experience in a service-oriented environment, preferably in the hospitality/tourism industry.
  • Strong leadership, customer service, organizational, analytical, and planning skills.
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
  • Ability to work in a fast-paced environment, adapt to changing situations, and remain calm under pressure.
  • Knowledge of another language in addition to English is considered an asset.

About Us:

City Experiences is a leading provider of experiences on land and water, with a portfolio of over 25 brands welcoming millions of guests annually. We are committed to delivering exceptional experiences and fostering a company culture that embodies the RESPECT Service System.

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