Operations Supervisor - Park Ambassador Focus

Capilano Group; North Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Operations Supervisor to lead the Park Ambassador team at a renowned attraction. This full-time, year-round role involves overseeing daily operations, ensuring exceptional guest experiences, and fostering a positive team environment. The ideal candidate will possess strong leadership skills, a commitment to guest service, and the ability to adapt to various situations. Join a vibrant team that values communication, teamwork, and adaptability, making a significant impact on the guest experience in a stunning natural setting.

Qualifications

• 1-2 years supervisory experience in a guest-focused industry.
• Strong communication skills; multilingual is an asset.

Responsibilities

• Oversee daily operations of the Park Ambassador team.
• Ensure compliance with company policies and procedures.
• Support recruitment, training, and development of Park Ambassadors.

Skills

Leadership

Guest Service

Communication

Teamwork

Adaptability

Education

Diploma in Tourism/Hospitality Management

Business Management

Job description

The Operations Supervisor – Park Ambassador (Focus) is responsible for the day-to-day supervision, including but not limited to hiring, scheduling, training, coaching, and implementing policies and procedures for our Park Ambassador Team at Capilano Suspension Bridge Park (CSBP). This position collaborates with the Operations Leadership Team to evaluate the quality and content of the guest experience, communicate ideas or concerns, and assist in developing and implementing all Show Team initiatives.

The Operations Supervisor – Park Ambassador (Focus) partners with the operations leadership team and HR to recruit, train, and develop the Show Team (Park Ambassadors, Park Guides, and Entertainers). Through leadership and motivation, they promote the principles, core values, and vision of Capilano Suspension Bridge Park.

This is a full-time, year-round supervisory position.

Essential Duties and Responsibilities:

Guest Services “Show”

1. Oversee daily operations of the Park Ambassador team to ensure consistency of guest experience throughout CSBP.
2. Ensure all Park Ambassadors are trained appropriately on all stations assigned and provide follow-up support when needed.
3. Ensure adequate and consistent coverage of safety stations.
4. Ensure seasonal, guest engagement stations are staffed appropriately when labor permits.
5. Monitor team’s ability to engage with guests.
6. Monitor the guest experience in all attractions and line-ups, communicating ideas and concerns to the Guest Services Manager.
7. Manage line-ups for attractions to ensure a seamless guest experience.
8. Facilitate clear communication with Operations leadership daily.
9. Provide leadership presence throughout the park.
10. Be a positive role model, displaying high energy during all periods.
11. Gather data on initiatives by the Operations Leadership team.
12. Assist with monitoring and tracking guest feedback.
13. Work closely with the Supervisor for Park Guides, especially in their absence.

General Operations, Sales & Profitability

1. Assist in ensuring all scheduled shifts are filled and communicate needs for coverage.
2. Oversee daily operations with other Supervisors to ensure consistency of guest experience.
3. Maintain high park presentation standards.
4. Ensure compliance with company policies and procedures.
5. Lead efforts in loss prevention education and awareness.
6. Follow directives from park leadership and uphold departmental guidelines.

Leadership

1. Support recruitment, training, and development of Park Ambassadors.
2. Model effective supervision and maintain high guest service standards.
3. Deliver ongoing coaching and performance management.
4. Communicate work procedures and priorities regularly.
5. Conduct team check-ins and review productivity.
6. Drive initiatives for operational excellence.
7. Uphold CSBP standards and policies.
8. Ensure team members are informed about company values and policies.

Health & Safety

1. Communicate health and safety requirements and ensure they are followed.
2. Report hazards and unsafe conditions immediately.
3. Ensure team compliance with health and safety policies.
4. Ensure availability and proper use of PPE.
5. Train team on first aid, incident procedures, and wildlife safety.
6. Take precautions to protect team and guests. Safety First!

Stewardship

• Work with management to promote CSBP’s stewardship practices.

Core Competencies:

• Guest Focus: Model guest service standards, respond promptly to guest needs, and solicit feedback.
• Communication: Communicate clearly and honestly, listen actively.
• Create teams and partnerships: Involve team in decisions, build partnerships, reinforce goals.
• Adaptability: Respond to changing conditions and collaborate effectively.
• Leadership: Support and develop team members, provide feedback, and drive initiatives.
• Drive Results: Focus on impactful activities, set objectives, and address barriers.
• Flexibility: Work varied shifts including evenings, weekends, and holidays.

Qualifications:

• 1-2 years supervisory experience in a guest-focused industry.
• Diploma in Tourism/Hospitality Management or Business Management, or equivalent experience.
• Comfortable speaking to large groups.
• Responsible, reliable, and able to work under pressure.
• Ability to work in a team and contribute positively.
• Availability to work evenings, weekends, and holidays.
• First Aid certification is an asset.
• Strong communication skills; multilingual is an asset.

Working Conditions:

• Ability to work various shifts, including evenings, weekends, and holidays.
• Stand for extended periods; work in various weather conditions.
• Occasionally lift up to 20 lbs and climb ladders.

Wage: $24.50 per hour.