Discover
The Opportunity
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 deckers buses, coach, walking and hiking tours.
We are looking for mature and responsible candidates to join our team in an important role for our reservations process and customer service reputation. Successful candidates work closely with our Reservations team to assist the Reservations Manager. This position will involve both serving customers and supervising staff depending on business levels. Strong English language writing and speaking skills are a prerequisite for this position. This position has gratuity opportunities as well
What you'll do
Responsibilities
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
What you'll need
Qualifications
- 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
We're looking for
Core Skills
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
- Approved Apparel Employee wears company business/formal or branded apparel
- Hours Full time position with irregular hours including weekends and holidays