Guest Experience Manager

5 months ago

Toronto, Canada Hornblower Cruises and Events Full time

City Experiences is seeking a Guest Experience Manager for our City Cruises operation in Toronto.

About You:

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

Crew Benefits:

Competitive Wage Retention Bonus - up to $ Complimentary Cruise Tickets & Uniforms Complimentary Crew Meals Crew Recognition Awards Crew Referral Program - up to $ per referral Crew Events Paid Training

About the Opportunity:

The successful Guest Experience Manager will be responsible for managing the execution of the Harbour Tour Cruises, ensuring guests have an amazing experience beginning with their interactions at the ticket booth, through to the end of the cruise. The successful candidate will be knowledgeable about local attractions including the Toronto City Pass to provide accurate information to guests. This individual will be responsible for upholding and embodying the RESPECT Service System from both the Crew and Guest Experience perspectives.

Essential Duties & Responsibilities:

Provides amazing hospitality to crew and guests as prescribed in our RESPECT Service System. Responsible for successful operations of the Harbour Tour Cruises. Customizes scripts, ensuring content is accurate and full of interesting facts about the Toronto Harbour. Creates back up recorded narration options to supplement live narration whenever needed. Develops comprehensive knowledge of reservation system (Anchor) and checks to ensure Harbour Tours information is up to date. Communicates regularly with GM to identify missing cruise information in reservation system (Anchor). Stays up to date on local attractions and Toronto City Pass information to provide team and guests accurate information. Provides performance feedback, training, coaching, developing, as well as recruiting (as per operational requirements). Investigates and resolves conflicts and complaints in a professional and timely fashion. This includes crew variances and ensures strict adherence to crew code of conduct. Assists Marine Department by ensuring boarding of vessels is completed in a safe manner. Supports line management for all five (5) City Cruises Toronto vessels and ticket booth. Reviews event schedule daily to ensure adequate availability of individual reservations while taking note of dates where prices are yielded. Regularly identifies and communicates high and low demand cruises to the management team with the goal of maximizing profit. Liaison and coordination with Harbourfront Centre Security, Dock Masters and Marine Operations. Creates and manages weekly schedules for Cruise Tour Guides and Guest Sales Agents to ensure adequate coverage for all ticket booth locations and cruises while staying within budgeted payroll allocations. Works alongside team daily, on major holidays and weekends to efficiently check in all reservations and immediately troubleshoot any guest challenges while on site. Confirms all Harbour Tours reservation requests, modifications, payments and cancellations are completed accurately. Supports the General Manager by assisting in monthly forecasting, as it relates to public cruise pace and availabilities, and make recommendations for specialty cruises on major holidays and weekends. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems; supporting where needed for day of arrivals and reservation discrepancies. Identifies creative methods to increase sales at the ticket booth for all cruises. Attends weekly sales/operations/catering meetings and bring specific information regarding groups and individual reservations back to ticket booth staff, as necessary. Organizes team building activities periodically throughout the year for the ticket booth team and supporting staff. Manages and address any customer concerns and/or health and safety concerns that arise on the dock and ticket booth designated areas. Works with a safety mindset by ensuring that crew 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. Be prepared to begin work at scheduled time. Maintains uniform and personal grooming in compliance with appearance standards. Completes any other duties as assigned.

Requirements & Qualifications:

or equivalent as recognized by the Ministry of Education. Minimum of three (3) years’ management experience working in a service-oriented environment, preferably in the hospitality/tourism industry. Post-secondary degree, diploma or certification in Hospitality and Tourism Management or related discipline preferred. Minimum of two (2) years’ work experience using Point of Sale (POS system), reconciling out-of-balance conditions, and investigating discrepancies. Strong leadership, customer service, organizational, analytical and planning skills. Strong interpersonal & communication skills (written, oral and listening) including conflict resolution skills. Proficient computer knowledge in Microsoft programs. Ability to remain calm under pressure while working in a fast-paced environment. Knowledge of another language in addition to English is considered an asset. Experience working with Microsoft Office applications (Word, Excel, PowerPoint). This position will require open flexible availability to include a schedule that is not limited to days, afternoons, evenings, weekends, and holidays. Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 35 pounds (16 kilograms). If required, wear assigned Personal Protective Equipment (PPE) ( non-slip shoes, gloves, weather appropriate dress attire, sun protection). Strong organizational, multitasking, and troubleshooting skills in a fast-paced work environment. Walk, stand, sit and work in all types of weather conditions for extended periods.

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.

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