Harbour Hopper Tours Supervisor

Charlottetown, PE Customer Service Experienced Seasonal $21.63 / hour

Ambassatours Gray Line is one of Canada's 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 you'll 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 guest's experience.

• Provide mentorship and inspiration to foster a culture of continuous improvement and excellence in guest interactions in keeping with our company's 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 Company's 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 Halifax's 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 person's 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 company's 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 you'll 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 Canada's 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, we're not just about tours; we're 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 Peggy's Cove and the Annapolis Valley, each experience is crafted to offer a unique perspective of Eastern Canada's 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: Canada's national accreditation for 2SLGBTQI+ inclusive, welcoming and safer spaces for all. Learn more about this program at rainbowregistered.ca

Ambassatours Gray Line is proud to be an Age-Friendly Institute's Certified Age Friendly Employer (CAFE). This program is the nation's 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

We're honest, transparent, and committed to doing what's 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.

View Careers Page