Operations Supervisor - Park Ambassador Focus

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

Job summary

An established industry player is seeking an Operations Supervisor to lead the Park Ambassador Team. This full-time role focuses on enhancing guest experiences through effective supervision, training, and collaboration with the Operations Leadership Team. You will be responsible for ensuring high standards of guest service, managing daily operations, and fostering a positive work environment. If you are passionate about guest engagement and possess strong leadership skills, this opportunity allows you to make a significant impact in a vibrant and dynamic setting.

Qualifications

• 1-2 years supervisory experience in a guest-focused industry.
• Strong communication skills; multilingual abilities are a plus.

Responsibilities

• Oversee daily operations of the Park Ambassador team.
• Ensure guest experience consistency throughout the park.
• Support recruitment and training of Park Ambassadors.

Skills

Supervisory Experience

Guest Service

Communication Skills

Team Leadership

Multilingual Abilities

Education

Diploma in Tourism/Hospitality Management

Business Management

Job description

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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 guest experience quality, 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:

1. Guest Services “Show”

• Oversee daily operations of the Park Ambassador team to ensure consistency of guest experience throughout CSBP.
• Ensure all Park Ambassadors are trained appropriately on all stations assigned and provide follow-up support when needed.
• Ensure adequate and consistent coverage of safety stations.
• Ensure seasonal, guest engagement stations are staffed appropriately when labor permits.
• Monitor team’s ability to engage with guests.
• Monitor guest experience in all attractions and line-ups; communicate ideas and concerns to the Guest Services Manager.
• Manage attraction line-ups for a seamless guest experience.
• Facilitate consistent communication with Operations leadership daily to ensure smooth park operations and guest satisfaction.
• Provide regular leadership presence throughout the park.
• Be a positive role model, displaying high energy and setting an example during all periods.
• Gather data on relevant initiatives as instructed by the Operations Leadership team.
• Assist with monitoring and tracking guest feedback (surveys and informal feedback).
• Work closely with the Operations Supervisor for Park Guides to oversee the Park Ambassador Team, especially in their absence.

General Operations, Sales & Profitability

• Assist in ensuring all scheduled shifts are filled and communicate staffing needs to maximize coverage within budget.
• Work with all Operations Supervisors to oversee daily park operations and ensure guest experience consistency.
• Maintain high park presentation standards, especially at key areas like the West Side, Bridge Safety Station, Cliffwalk, and exhibit areas.
• Ensure compliance with all company policies, procedures, and programs.
• Lead efforts in loss prevention through education, policies, and awareness.
• Set an example by following all guidelines and directives from park leadership and ownership.

Leadership

• Support and participate in sourcing, recruiting, and training of Park Ambassadors.
• Model effective supervision, maintaining high guest service standards.
• Deliver training and ongoing coaching; proactively manage performance.
• Communicate work procedures and priorities regularly.
• Conduct team check-ins and review productivity, providing coaching for improvement.
• Drive departmental initiatives for operational excellence.
• Uphold the theme and guest service standards of CSBP.
• Follow company policies and ensure team members are informed about values and initiatives.

Health & Safety

• Communicate and ensure adherence to health and safety regulations.
• Report hazards and unsafe conditions immediately.
• Ensure team compliance with safety policies and proper use of PPE.
• Make team aware of hazards and safety procedures, including first aid, wildlife safety, and incident protocols.
• Work with safety committees and ensure personal safety is maintained, free from impairment.

Stewardship

• Collaborate to improve guests’ awareness of CSBP’s stewardship practices.

Core Competencies:

• Guest Focus: Prioritize guest service, respond promptly to concerns, and solicit feedback.
• Communication: Communicate clearly and actively listen to team and guests.
• Create teams and partnerships: Involve team in decisions, build partnerships, and reinforce common goals.
• Adaptability: Respond to changing conditions and collaborate effectively with diverse individuals.
• Leadership: Develop team members through training and constructive feedback.
• Drive Results: Focus on impactful activities, set objectives, and address issues promptly.
• Flexibility: Work various 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 engagingly to large groups.
• Responsible, reliable, and able to work under pressure.
• Team player with a positive attitude.
• Availability for evenings, weekends, and holidays, including special dates.
• First Aid certification is an asset.
• Strong communication skills; multilingual abilities are a plus.

Working Conditions:

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

Wage for this position is $24.50 per hour.