Guest Services Agent / Sightseeing Tour Guide (Hybrid)

Job content

About Us

Operating year-round for private charters and catering, Harbour Cruises is Vancouver’s leader in boat cruise entertainment. We are proud to offer Vancouver’s only narrated tour of the inner-harbour, and the city’s most popular dinner, and luncheon cruises. In addition to retail cruise products, private corporate events, and special event cruises, we also offer a unique and delightful way to experience the city. We are known for our attentive and efficient onboard staff, and professionally prepared cuisine. We are committed to ensuring that our guests’ cruises are events they’ll remember and repeat! Based out of Vancouver Harbour in beautiful Vancouver, BC - we are dedicated to offering our guests the highest standards of customer service, quality and professionalism in the hospitality industry.

If you’re interested in learning more about our company culture, and joining our team of passionate service professionals, you can check out more about our team here.

What you will work on

At Harbour Cruises, the Guest Services Ambassador/ Tour Guide Hybrid is responsible for the day-to-day operation and workflow of our Tours and Front Office department. Further, GSA/ Tour Guide is responsible for general inquiry, reservations, and tour operations and as an ambassador for both Vancouver and British Columbia’s tourism industry. The right candidate will ensure efficient office operations, as well as maintain high production, productivity, quality, and customer-experience standards. The Guest Services Ambassador is passionate, friendly, approachable, and professional.

As a Guest Services Ambassador at Harbour Cruises, you’ll get to:

• Execute Front Desk, Tours & Concessions Daily Operations
• Coordinate daily tour check ins efficiently, being the local expert and main contact person for questions and support on site
• Deliver exceptional internal and external guest service with friendly and approachable demeanour
• A efficient and professional problem solver & troubleshooter
• Liaise with all other Departments for in the day-to-day operations to ensure seamless workflow between all aspects of a guest’s journey
• Ensure efficient scheduling, product development, & operational procedures
• Maximize revenue by optimizing reservations scheduling and systems
• Reconcile ticket sales and cash deposits and prepares reports or financial settlements
• Maintain equipment, supplies and services as required
• Confidently utilizes our Tour Bookings and Reservation systems (Tech Savvy – Maximizing and Optimizing our systems)
• Work in a tight knit environment with all other team members to ensure seamless customer experience from Arrival to Departure
• Answer customer queries and communicate information regarding upcoming events or new developments with the rest of the vessels team in a professional manner
• Excellent communicator, professional customer service experience with polished verbiage
• Fluent in English (Verbal and Written)
• Confident, savvy, and efficient user of administrative software programs such as (Microsoft 365, RocketRez, Cardknox etc)
• Ability to work in a fast paced and demanding environment, keeping a calm and approachable demeanour at all times
• Positive attitude, takes initiative and a team builder

As a Tour Guide at Harbour Cruises, you’ll get to:

• Inform and educate, and delight our guests about what Vancouver has to offer as a destination
• Provide exceptional hospitality to our guests by being empathetic, and create genuine connections
• Be the expert and Go-To for knowledge encompassing our guided tours
• Be well-versed with historical, tourist attractions, local gems, and other offerings in Vancouver BC
• Deliver engaging, authentic and inform our guests in a clear, concise delivery (Verbal)
• Confidently own and be an ambassador of our City and company
• Upsell any products (Food and Beverage, Retail, Tours, etc) professionally
• Communicate all departments to ensure smooth and seamless experience for our guests
• Proactively prepare for the day to day operations (Vessels, daily updates, tour information etc)
• Ensure the upkeep, maintenance, and ensure that our vessels and areas are always presentable and in tip-top shape
• Assist with set-up, break down, and other operational tasks
• Willingness and flexibility to work in a team environment with various duties at hand
• Additional duties as assigned

What you will bring to the team

• Experience working in a Front Desk and fast-paced environment
• Knowledge of booking / reservations systems OR tech savvy and a fast learner with computerized software and systems (Fast Learner)
• Strong foundations of accounting and record-keeping practices (ie. Cash handling, daily sales reconciliation
• At least 1 year of previous experience without Travel & Tourism industry
• Exceptional communication skills and customer service
• High attention to detail (Communications, documentations etc)
• Strong verbal, typing, writing technical skills
• Familiarity with Microsoft 365, Rocket Rez desired
• Highly Organized and capable of multi-tasking with attention to detail
• Performs professionally and calmly under pressure
• Passion, a positive attitude, flexibility and always curious to learn more
• A natural story-teller, the ability to share facts and information learned in an engaging way
• Energetic, passionate, enthusiastic
• Excellent and confident communicator (Fluent in English, other languages a PLUS)
• Reliable, curious, engaging, informative, and interactive
• At least 1 year living in Vancouver OR knowledgeable about Vancouver’s offerings (Tourist and Local Attractions)
• Passion, a positive attitude, flexibility and always curious to learn more
• Food & Beverage Experience (Bonus)
• Tour Operations Experience (Bonus)
• Fluency in other languages (Bonus)

Why join Harbour Cruises?

At Harbour Cruises, we’re on a continuous learning journey as it relates to Equity, Diversity, & Inclusion. We know that diversity is a strength, and recognize that the unique backgrounds across our team help us make better decisions, result in more creative solutions, and ultimately lead us to stronger paths of success. We’re working to create a workplace and team that is as diverse as the community we serve, and we aim to provide an environment that allows every person to bring their whole and authentic self to work every day. We are inspired by the unique contributions and insights of our team members, and are invested in continuously improving our employees’ experiences as we grow.

We pride ourselves on supporting our team to show up every day being the best they can be, and in addition to our collaborative and people-focused environment, we offer our team:

• An amazing team of hospitality professionals that you will love collaborating with.

Don’t meet all the requirements but still interested in applying for an opportunity?

We’re all on a journey to learn constantly and have areas to grow in and develop. If you bring some of the above skills to the table and are still developing in others, please apply with us anyway! Learning and experience isn’t a one-way path, if you believe you have the background needed to make an impact in this role, we’d love to hear from you. If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to careers@harbourcruises.com and we’ll be happy to support you.

Job Types: Part-time, Fixed term contract, Casual, Seasonal
Contract length: 5 months

Pay: $17.40-$19.50 per hour

Expected hours: 20 – 40 per week

Benefits:

• Company events

Flexible Language Requirement:

• French not required

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed

Supplemental pay types:

• Bonus pay
• Overtime pay

Experience:

• Food & Beverage: 1 year (preferred)
• Office management: 1 year (preferred)
• Front desk: 2 years (preferred)
• Customer service: 2 years (preferred)
• Sales: 1 year (preferred)
• Administrative: 1 year (preferred)
• Hospitality: 1 year (preferred)
• Local (BC/ Vancouver): 1 year (required)

Licence/Certification:

• First Aid Certification (preferred)
• Serving It Right (preferred)

Work Location: In person

Application deadline: 2024-05-31
Expected start date: 2024-06-01