The Opportunity

Saint John, NB
Hospitality and Food Service
$18.80 / hour

Reports to: Director Cruise Operations, Director Cruise Development, Tour Guide & Development Manager, & Account Rep. Manager

Supervises: Cruise Coordinators


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



  • 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.

Ambassatours is the top provider of shore excursions for the cruise lines arriving seasonally in the port of Halifax. We offer a wide variety of tour guiding opportunities in many entertaining and interesting tours including Hop On Hop Off sightseeing tours aboard vintage British double decker buses, coach, walking and hiking tours.

Ambassatours Gray Line is proud to be both Rainbow Registered and Certified as an Age Friendly employer, committed to providing our employees a sense of inclusion and belonging.

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.