Guest Experience Supervisor

City Experiences is seeking a Guest Experience Supervisor for our City Cruises operation in Gananoque.

*Please note, this is a seasonal/contract position*

About You:

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

About the Opportunity:

The successful Guest Experience Supervisor is responsible for overseeing the day-to-day operations of the Guest Experience Department, providing guests and group tours with a level of service that anticipates their needs and exceeds their expectations. Responsibilities of the Supervisor include daily supervision of crowd control, guest inquiries, boarding, and ensuring a safe and secure environment for both guests and crew members.

Ticket Sales Functions:

• Receives guests and groups, informing them of boarding procedures; prints, sorts, and distributes boarding passes on Point-of-Sale system.
• Regularly investigates variances and complaints, passing on customer service issues and late arriving groups to the Guest Experience Manager.
• Manages all ticket transactions ensuring they are in line with company policies and procedures. Ensures promotional vouchers and marketing material are received and accurate.
• Resolves customer issues, conflicts, and complaints professionally and in a timely fashion within the scope of authority; refers any unusual situations to the Guest Experience Manager.
• Manages the flow of guests and groups from the ticket/retail office to the departure/arrival docks.
• Assists with guest flow and ensures boarding of vessels is timely, safe, and meets compliance standards.
• As required, assists parking and dock crew with flow of traffic and guest line management.
• Communicates all required pertinent information during pre-shift meetings.
• Daily distribution of floats and reconciliation of cash/credit and debit sales.
• Additional job duties assigned by Guest Experience Manager.
• Explains products and prices, and answers questions from guests.
• Assists Guest Experience Manager with monthly and year-end inventories, display set-ups, maintaining inventory levels, and receiving product when required.
• Uses Point of Sale system to cash out guests’ retail purchases.
• Participates in the management of the store’s visual image as determined by the Guest Experience Manager.
• Assists Guest Experience Manager in revenue loss prevention and compliance.
• Assists Guest Experience Manager in executing determined sales objectives and ensures they are reached or exceeded. Communicates the necessary information to the crew so they can achieve the sales objectives.
• Processes and books group reservations requests, modifications, payments, cancellations, and other ticket orders received by phone, email, and other sources, while ensuring accuracy and completeness.
• Meets and greets guests and group tours, working closely with group tour guides to ensure satisfaction during their cruises. Follows up with group tour guides after departure for feedback on the success of the cruise.
• Provides updates related to cruise date, time, and departure location to group tour guides.
• Supports sales functions, site visits, charters, and events to ensure excellent service and sales.
• Resolves customer complaints regarding booking, ticketing, and special boarding needs and escalates to Guest Experience Manager when required.
• Maintains group contact information, accounts, various spreadsheets, and checklists.
• Additional job duties assigned by V.P. Sales & Marketing.

Supervisor Functions:

• Maintains a positive working relationship with other departments.
• Assists Guest Experience Manager to deliver ongoing Quality, Health & Safety, and training programs to department staff.
• Assists Guest Experience Manager in any medical, emergency, security, and other risk/threat situations that may arise.
• Knows and understands internal policy and procedures and external requirements related to the position and department and assists in training crew in compliance with these 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 (i.e., PPE) and allocates resources to keep the workplace safe.
• Maintains a neat, clean, and well-groomed appearance.
• Reports to work on time and for all scheduled shifts.
• Completes any other duties as assigned by Guest Experience Manager or Director of Operations.

Requirements & Qualifications:

• O.S.S.D. or equivalent as recognized by the Ministry of Education.
• A minimum of two (2) years customer service leadership experience and/or marketing/sales experience required.
• Proficiency with computer software applications such as Microsoft Office products is required.
• Must have strong oral and written communication skills, including conflict resolution skills.
• Must be able to read and write English; will be required to enter, transcribe, and/or maintain tracking.
• Strong understanding of the digital and social environment.
• Cash handling and basic math skills are required; ability to collect money from group tour guides, guests, and return proper change.
• Strong attention to detail, leadership, customer service, organizational skills.
• Must deal calmly and effectively with high-stress situations.
• Ability to reach, bend, wipe, push, pull, move, lift up to 40 pounds (18 kgs) and work for extended periods of time without sitting.
• Must be able to work evenings, weekends, and holidays.
• If required, wear assigned Personal Protective Equipment (PPE) (i.e., non-slip shoes, gloves, weather-appropriate dress attire).

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.