Guest Experience Ambassador

**City Experiences is seeking Guest Experience Ambassadors for our Niagara City Cruises operation in Niagara Falls.**

**About You**:
This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

**About the Opportunity**:
The **Guest Experience Ambassador **is responsible for guiding and assisting with the flow of passengers from the upper and lower-level areas. The Ambassador will provide exceptional customer service, assist with crowd control, answer guest inquiries and ensure a safe and secure environment.

**Essential Duties & Responsibilities**:

- Scan tickets, distribute ponchos, count passengers and provide the count to Captains
- Safely board guests onto elevators and funicular upon arrival and exit
- Participates in the monitoring, removal and recycling of used ponchos to designated recycle area; operates compactor to recycle ponchos
- Loads guests on to boat in a timely manner; ensures all strollers and wheelchairs are kept in secured location
- Demonstrates a positive attitude and enjoys serving our guests in a fun and relaxing environment
- Greets guests, assists with special needs and resolves any concerns within scope of reference, forwarding any issues requiring escalation to Supervisor
- Assists with replenishment of supplies and stock
- Maintains clean and safe work environment
- Answers guest inquiries and provides information to assist them with making choices regarding shopping, dining, and sight seeing
- Practices empowerment to solve a guest problem immediately and ensure guest satisfaction
- Ability to respond in a professional and efficient manner to any emergency or safety situation
- Attends mandatory training classes and department meetings as scheduled by department management. Participates in set daily training talks, pre-shift and applies learning to job specifications
- Adheres to all health and safety regulations
- Works with a safety mindset by following all safety policies, procedures and safety measures (i.e. PPE). Identifies and brings forward risks, hazards and opportunities on the job. Actively participates in health and safety in the workplace
- Maintains a neat, clean and well-groomed appearance (refer to appearance standards in employee handbook)
- Reports to work on time and for all scheduled shifts
- Understands all 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**:

- O.S.S.D or equivalent as recognized by the Ministry of Education
- Minimum two (2) years working experience in a customer service environment (preferably in hospitality/tourism)
- Excellent organizational and troubleshooting skills
- Good communication and customer engagement skills
- Knowledge of another language in addition to English is preferred
- Must be able to work all shifts including days, weekends and holidays
- Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 35 pounds (16 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) (i.e. 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. 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.