Guest Experience Manager (H/F)

City Experiences is seeking a Guest Experience Manager for our City Cruises operation in Toronto.

This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System.

Crew Benefits:

Competitive Wage

Crew Recognition Awards

Crew Referral Program - up to $200.00 per referral

Crew Events

Paid Training

The successful Guest Experience Manager will be responsible for managing the execution of the Harbour Tour Cruises, ensuring guests have an amazing experience beginning with their interactions at the ticket booth, through to the end of the cruise. The successful candidate will be knowledgeable about local attractions including the Toronto City Pass to provide accurate information to guests. This individual will be responsible for upholding and embodying the RESPECT Service System from both the Crew and Guest Experience perspectives.

Provides amazing hospitality to crew and guests as prescribed in our RESPECT Service System.

Customizes scripts, ensuring content is accurate and full of interesting facts about the Toronto Harbour.

Communicates regularly with GM to identify missing cruise information in reservation system (Anchor).

Stays up to date on local attractions and Toronto City Pass information to provide team and guests accurate information.

Provides performance feedback, training, coaching, developing, as well as recruiting (as per operational requirements).

Investigates and resolves conflicts and complaints in a professional and timely fashion. This includes crew variances and ensures strict adherence to crew code of conduct.

Assists Marine Department by ensuring boarding of vessels is completed in a safe manner.

Supports line management for all five (5) City Cruises Toronto vessels and ticket booth.

Regularly identifies and communicates high and low demand cruises to the management team with the goal of maximizing profit.

Liaison and coordination with Harbourfront Centre Security, Dock Masters and Marine Operations.

Creates and manages weekly schedules for Cruise Tour Guides and Guest Sales Agents to ensure adequate coverage for all ticket booth locations and cruises while staying within budgeted payroll allocations.

Works alongside team daily, on major holidays and weekends to efficiently check in all reservations and immediately troubleshoot any guest challenges while on site.

Supports the General Manager by assisting in monthly forecasting, as it relates to public cruise pace and availabilities, and make recommendations for specialty cruises on major holidays and weekends.

supporting where needed for day of arrivals and reservation discrepancies.

Identifies creative methods to increase sales at the ticket booth for all cruises.

Organizes team building activities periodically throughout the year for the ticket booth team and supporting staff.

Manages and address any customer concerns and/or health and safety concerns that arise on the dock and ticket booth designated areas.

Works with a safety mindset by ensuring that crew follow all safety policies and procedures. Takes overall responsibility and accountability for the prevention of work-related injuries and/or illness by identifying and communicating risks, hazards and opportunities on the job. Maintains uniform and personal grooming in compliance with appearance standards.

Minimum of three (3) years' management experience working in a service-oriented environment, preferably in the hospitality/tourism industry.

Post-secondary degree, diploma or certification in Hospitality and Tourism Management or related discipline preferred.

Minimum of two (2) years' work experience using Point of Sale (POS system), reconciling out-of-balance conditions, and investigating discrepancies.

Strong leadership, customer service, organizational, analytical and planning skills.

Proficient computer knowledge in Microsoft programs.

Knowledge of another language in addition to English is considered an asset.

Experience working with Microsoft Office applications (Word, Excel, PowerPoint).

This position will require open flexible availability to include a schedule that is not limited to days, afternoons, evenings, weekends, and holidays.

If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection).

City Cruises does not use AI Technology at any stage of the recruitment process.

City Experiences' passion is to provide amazing experiences on land and water. The RESPECT Service System embodies City Experiences' mission, vision, values and operating principles. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of harassment and/or discrimination of any type, including but not limited to discrimination and/or harassment based upon race, citizenship, place of origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, genetic characteristics, receipt of public assistance and record of offences.

City Experiences will comply with provincial and federal legislation relating to equal employment opportunities and employment equity.