Ambassatours Gray Line Ltd.

Reporting to the Reservations Manager the incumbent will be responsible for:

• upholding the company's reputation as an industry leader in providing exceptional customer service
• accurately and efficiently processing all incoming booking requests via email
• communicating with FIT/OTA partners to address questions and requests for upcoming tours
• helping guests by answering customer inquiries forwarded from our general info account
• working with Employees and Reservations Manager to find helpful and fair resolutions to guest complaints and/or requests with customers
• thorough knowledge of tour options
• conducting retail and reservation sales transactions in person or by phone and upsell as appropriate
• taking personal responsibility for proactively matching customer interests to available products (for both tours and retail)
• modelling customer service excellence always when in view or hearing of customers as well as when dealing directly with customers
• resolving customer complaints with genuine interest with Reservations Sales Agents
• Supervising daily performance and correct any errors/assisting staff in finding areas of improvement
• Approving discount and refund requests
• Collecting and filing daily paperwork
• Assisting with more challenging customers
• Opening kiosk locations for the day and ensuring that workstations are fully stocked with Finance Department
• following all company-approved cash handling procedures
• ensuring that starting tills and cashing out procedures are accurate and efficient
• making sure all cash related paperwork is accounted for and taking responsibility for the accurate paper work submitted by Reservation staff members

• customer service experience (minimum 2 years)
• POS system knowledge
• Cash handling experience
• General computer fluency

Required Skills

• effective communicator
• friendly, customer-focused personality
• excellent problem solver
• pays acute attention to detail
• quick, efficient, organized, enjoys working under pressure
• professional manner and appearance
• able to work independently and as part of a team
• able to work on feet for much of the workday at time

• Strong writing skills

• Customer service training

• WHIMIS certified

For over three decades, Ambassatours Gray Line has stood as a leader of excellence in sightseeing in Canada's East Coast, offering award winning land and water tours across Nova Scotia, New Brunswick, and Prince Edward Island. Our heart beats in Halifax, Nova Scotia, where our journey began and continues to flourish.

As a distinguished Gray Line affiliate, we're not just about tours; we're about creating extraordinary experiences. Our mission is to enrich lives through exceptional journeys that leave lasting impressions. From our celebrated Harbour Hopper Tours and Boat Cruises in Halifax, to the serene beauty of Peggy's Cove and the Annapolis Valley, each experience is crafted to offer a unique perspective of Eastern Canada's charm and rich history.

Our purpose is clear: To Create and Deliver Exceptional Experiences to Enrich the Lives of our Team, Customers, and Communities. This purpose echoes in every tour we conduct, every story we share, and every smile we bring to our guests' faces.

Please join us in exploring the natural wonders and vibrant sea and landscapes of Eastern Canada, and discover why at Ambassatours Gray Line, we do more than just tours - we create memories that we hope will last a lifetime.

Ambassatours Gray Line is proudly Rainbow Registered: Canada's national accreditation for 2SLGBTQI+ inclusive, welcoming and safer spaces for all. Learn more about this program at rainbowregistered.ca

Ambassatours Gray Line is proud to be an Age-Friendly Institute's Certified Age Friendly Employer (CAFE). This program is the nation's only certification program that identifies organizations committed to being the best places to work for employees aged 50+.

Our Purpose

To Create Exceptional Experiences to Enrich the Lives of our Team, Customers and Communities.

Our Core Values

We Do the Right Thing - Always
Our team acts with integrity and honesty and focuses on putting ourselves in the shoes of others. Our commitment to safety for our team and guests is uncompromising.
We Step Up and Own It
We empower each other to take ownership of our actions. We are accountable for ourselves, our colleagues, our clients, and our company.
We Communicate Clearly and Honestly
We're honest, transparent, and committed to doing what's best for our guests and our company. We collaborate openly in pursuit of the truth.
We Work as a Team
We are committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team members and enrich their lives.
We Find a Better Way
We actively seek continuous improvement by challenging the status quo with open minds, focus, and creativity.
We Exceed Expectations
We pursue excellence with pride, commitment, and reliability. We consistently deliver high quality work, both internally and externally.

Ambassatours Gray Line is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of employment equity for all applicants and employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Ambassatours are based on business needs, job requirements and individual qualifications, regardless of age, race, colour, religion, creed, sex, sexual orientation, gender identity, gender expression, physical or mental disability, or any other of the protected characteristics as per the Human Rights act of Nova Scotia. Ambassatours will not tolerate discrimination or harassment based on any of these characteristics.

• Approved Apparel Employee wears company business/formal or branded apparel
• Hours Full time position with irregular hours including weekends and holidays