Discover
The Opportunity
Reports to: Director Cruise Operations, Director Cruise Development, Tour Guide & Development Manager, & Account Rep. Manager
Supervises: Cruise Coordinators
Role:
On-Site Team Leader/MOS lead a team of cruise coordinators and manages various lines of the on-site business including but not limited to on-site safety, execution of contracted services, pier side selling, staffing issues, Hop-on Hop-off operations, as well as working in a team-oriented, multi-disciplinary environment. Responsible for applying appropriate risk management strategies which will impact on the company's financial results, reputation, and client relationships.
While On-Site
- oversees the smooth, professional and courteous execution of all shore excursion operations as contracted
- ensures all dispatch staff and guide staff are on-site and briefed prior the ship arrival
- works closely with transport staff to ensure all vehicles and staff are on site and prepared
- works to ensure all staff are properly uniformed
- greets Shore Excursion Staff
- receives updated tour counts
- distributes any updated information in regard to dispatch and tour departures to the on-site coordinating team
- authorizes all last-minute ticket sales
- provides the all-clear for groups to depart the pier - if applicable
- ensures a timely, efficient and seamless dispatch for client
- ensures suppliers are contacted with updated tour numbers and meal requests - if applicable
- ensures Hop on Hop off (HoHo) schedules are running efficiently and timely
- ensures all brochure racks are visible and filled with HoHo maps
- distributes duties to staff (break, replacement, support for staff in other areas)
- oversees ticket tally for the day
- documents all tour sales and signs off on agreed to numbers on a settlement sheet id applicable
- responsible to be objective, fair and thorough and comply with practices and procedures to provide the highest level of customer service
- effectively and professionally communicates to management and clients and to build rapport with team members and business partners using a variety of techniques
- resolves minor conflicts and issues and escalates to others as appropriate
- operates within company and legal policies
- works to help maximize efficiencies and revenues for the respective departments
- responds to as many concerns and compliments as possible, both positive and negative
With Staff Training
- involvement in the delivery of training on products, procedures, and service of all cruise products
- share, explain and consistently exhibit the company's philosophy for customer service excellence
- assist with monitoring successful on-boarding for all staff
- assist with monitoring successful cross-training to or from other departments as required
- With Cruise Operations Manager and Cruise Account Representatives
- clearly communicates standards and goals and work together to create and implement plans
- consistently monitor cruise coordinators to ensure adherence to all department policies and SOP's for the overall successful operation, and to also provide feedback
- observe, evaluate and improve tour operations to ensure quality standards are maintained and exceeded
- motivate all staff with positive attitude to the work and customer-focused approach for all operations
- work closely with cruise operations manager to monitor labour costs daily
- monitor pier side sales
- monitor staff's maintenance, upkeep and cleanliness of each sales kiosk and vehicle
- ensure Port's Authority safety and security measures are upheld and practiced
- review tours and operations on a daily basis and proactively find ways to improve sales
With Occupational Health and Safety
- communicate with cruise coordinating staff about any/all OH&S concerns
Work Hours
- seasonal position from approximately April to November
- may include possible travel to niche ports within the region
- irregular work schedules that take place over 7 days per week including holidays
What you'll need
Qualifications
Qualifications
- willingness to participate in and receive on-the-job training
Skills Required
- professional manner and appearance
- effective communication and conflict resolution skills
- ability to work well under pressure, and follow assignments
- enthusiasm and desire to sell Atlantic Canada as a travel destination
- excellent organizational skills
- flexibility to work shifts including early mornings, evenings, holidays and weekends
- excellent oral and written communication skills
- ability to communicate in either German, French, Spanish an asset
- strong observation skills, attention to detail, cleanliness & aesthetics of working space
- friendly, customer-focused personality
A little bit about us
Ambassatours Gray Line Ltd.
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.
Are you interested?
Work With Us
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 New Brunswick. Ambassatours will not tolerate discrimination or harassment based on any of these characteristics.