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.