Ambassatours Gray Line Ltd.

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