Harbour Hopper Tours Supervisor

Discover

The Opportunity

Ambassatours Gray Line is one of Canadas premier sightseeing tour companies based in Halifax Nova Scotia and Charlottetown Prince Edward Island. For over 30 years we have provided unforgettable land and water tours throughout Atlantic Canada creating world-class traveler experiences. The Harbour Hopper tour is our flagship offering and as the Harbour Hopper Supervisor in Charlottetown you will play a key leadership role in ensuring the success of this high-profile operation.

As a Seasonal Harbour Hopper Tours Supervisor you will play a vital role in ensuring the delivery of exceptional guest experiences through the effective oversight of daily operations team leadership and a commitment to service excellence. Your duties in this role will be performed alongside working as a Harbour Hopper Tour Guide or as a Sales & Customer Service Agent. Your first-hand experience delivering engaging and high-quality tours or servicing our guests will directly inform you of your ability to mentor and develop others.

What youll do

Responsibilities

Core Job Responsibilities & Duties

1. Ongoing Support and Quality Assurance:

- Monitor the quality of tours through observation and guest feedback providing constructive feedback and coaching as needed.

- Stay informed about updates to tour routes historical details or storytelling techniques and incorporate them into training programs.

2. Scheduling:

- Scheduling all guide and Sales and Customer Service Representatives shifts through when I work.

- React to staff absentee calls in collaboration with applicable department manager or supervisor.

3. Guest Experience Enhancement:

- Collaborate with tour guides to develop creative and interactive elements that elevate the guests experience.

- Provide mentorship and inspiration to foster a culture of continuous improvement and excellence in guest interactions in keeping with our companys Core Values.

- Celebrate successes and create a supportive atmosphere where tour guides and Sales and Customer Service Agents can thrive and excel.

4. Core Values and Teamwork:

- Embody the Companys Core Values in all interactions fostering a positive collaborative and high-performance work environment.

- Encourage teamwork and a shared commitment to providing memorable and exceptional tours.

5. Operations

- Support all aspects of the tour operation reservations and customer service.

- Monitors weather collaborating with Captain Derek Hackett and Doug Poole Director of Marine Operations on go or no go tour offerings impacted by weather.

- Respond directly to Revenue Manager when tour offers are increased or decreased.

- First point of contact for mechanical breakdowns collaborating with Maintenance Operations and Reservations to resolve issues.

- Rescheduling customers impacted by mechanical breakdowns weather delays or cancellations with Reservations.

- Ensure staff on duty following company guidelines for customer service and product delivery.

- Reports on customer feedback to Harbor Hopper Lead Trainer to assist with continuous improvements to guest experience.

- Ensure staff are checked in on site and prepared for shift. (in uniform fit for duty etc.) Adjust to site staff shift schedules if required

- Support Operations and Reservations teams with any customer service issue

- Approved on-site refunds or price adjustments

Competencies

- Deliver Exceptional Guest Experiences: Create positive first impressions and build rapport with guests by sharing knowledgeable factual and entertaining information about Halifaxs history attractions and ecology.

- Personalize and Prepare Tour Content: Dedicate personal time to studying and practicing the tour content to pass your tour test and deliver engaging customized tours that incorporate your own anecdotes.

- Commitment to Professionalism: Be reliable in showing up for work on time fully prepared and adhering to uniform standards as you are the face of this prestigious program. Open honest and professional communication with fellow employees is essential.

- Adaptability and Communication Tools: Have access to a smartphone email and a web-based scheduling program to stay informed about time-sensitive scheduling updates and changes. Respond promptly and professionally to these communications.

- Safety and Preparedness: Participate in continuous water safety and drills training which are mandatory and must be maintained throughout your employment. Ensure group safety during all tours following company safety protocols.

- Customer Service and Feedback: Handle both internal and external guest feedback and complaints warmly and professionally. Assist with managing customer lines answering guest inquiries and providing exceptional service in the Hopper lot.

- Outdoor Commitment: Be fully prepared to work 100% outdoors rain or shine except in cases of extreme weather where safety is a concern.

- Issue Reporting: Promptly report any issues incidents or passenger concerns to your supervisor to ensure smooth operations and guest satisfaction.

- Collaborate with Supervisors and Managers: Work closely with your team of Sales and Customer Service Agents and Guides respecting each persons role and expertise in their area. Utilize company resources including HR consultant managers colleagues handbooks and manuals to make well-informed decisions that align with the best interests of the business guests and yourself. Foster a culture of teamwork and mutual respect to support the overall success of the program.

- Living our Core Values: Lead by example by embodying the companys Core Values in all interactions and decisions fostering a culture of integrity respect and excellence. Encourage and support staff members to uphold Core Values and work collaboratively as a team to achieve shared goals and objectives.

What youll need

Qualifications

- Customer service experience.

- Strong background in training coaching or educational roles particularly in tourism or related industries.

- Exceptional storytelling and communication skills with a passion for delivering engaging and memorable experiences.

- Ability to inspire and motivate others to achieve excellence in their roles.

- Ability to deliver sometimes challenging feedback in a supportive constructive nature.

- Knowledge of local history culture or tour content is a plus.

A little bit about us

Ambassatours Gray Line

For over three decades Ambassatours Gray Line has stood as a leader of excellence in sightseeing in Canadas East Coast offering award winning land and water tours across Nova Scotia New Brunswick and Prince Edward Island. Our heart beats in Halifax Nova Scotia where our journey began and continues to flourish.

As a distinguished Gray Line affiliate were not just about tours; were about creating extraordinary experiences. Our mission is to enrich lives through exceptional journeys that leave lasting impressions. From our celebrated Harbour Hopper Tours and Boat Cruises in Halifax to the serene beauty of Peggys Cove and the Annapolis Valley each experience is crafted to offer a unique perspective of Eastern Canadas charm and rich history.

Our purpose is clear: To Create and Deliver Exceptional Experiences to Enrich the Lives of our Team Customers and Communities. This purpose echoes in every tour we conduct every story we share and every smile we bring to our guests faces.

Please join us in exploring the natural wonders and vibrant sea and landscapes of Eastern Canada and discover why at Ambassatours Gray Line we do more than just tours - we create memories that we hope will last a lifetime.

Ambassatours Gray Line is proudly Rainbow Registered: Canadas national accreditation for 2SLGBTQI inclusive welcoming and safer spaces for all. Learn more about this program at

Ambassatours Gray Line is proud to be an Age-Friendly Institutes Certified Age Friendly Employer (CAFE). This program is the nations only certification program that identifies organizations committed to being the best places to work for employees aged 50.

Our Purpose

To Create Exceptional Experiences to Enrich the Lives of our Team Customers and Communities.

Our Core Values

We Do the Right Thing - Always
Our team acts with integrity and honesty and focuses on putting ourselves in the shoes of others. Our commitment to safety for our team and guests is uncompromising.
We Step Up and Own It
We empower each other to take ownership of our actions. We are accountable for ourselves our colleagues our clients and our company.
We Communicate Clearly and Honestly
Were honest transparent and committed to doing whats best for our guests and our company. We collaborate openly in pursuit of the truth.
We Work as a Team
We are committed to building an encouraging caring and supportive environment. We share a responsibility to support our team members and enrich their lives.
We Find a Better Way
We actively seek continuous improvement by challenging the status quo with open minds focus and creativity.
We Exceed Expectations
We pursue excellence with pride commitment and reliability. We consistently deliver high quality work both internally and externally.

Ambassatours Gray Line is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of employment equity for all applicants and employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Ambassatours are based on business needs job requirements and individual qualifications regardless of age race colour religion creed sex sexual orientation gender identity gender expression physical or mental disability or any other of the protected characteristics as per the Human Rights act of Nova Scotia. Ambassatours will not tolerate discrimination or harassment based on any of these characteristics.

Are you interested

Work With Us

- $21.63 per hour

- Gratuities

- May - October: flexible mixture of hours varying on availability and desire.

- Irregular schedules including early mornings evenings weekends and holidays.

- This role is outdoors with indoor sales space. All duties and responsibilities are carried out in various weather conditions including rain heat cold and wind. You must be comfortable working 100% in the elements regardless of the season or weather.

Required Experience:

Manager

Employment Type : Temp
Experience: years
Vacancy: 1