Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems .

Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

Position Summary The Guest Experience Shift Manager is responsible for the overall management of the Guest Experience Department including the Ticket Sales, Group Arrivals, Guest Experience, Funicular, the flow of passengers from the upper and lower landing areas and overall customer service throughout the property. The Shift Manager ensures employees are experts at selling and upselling while providing excellent customer service. Other responsibilities of the Shift Manager include: daily supervision of crowd control, guest inquiries, boarding, and ensuring a health, safe and secure environment in the upper and lower landing, including the distribution of tickets, and the flow of groups from the upper to the lower landing areas. The Shift Manager will ensure that the employees are providing guests with a level of service that anticipates their needs and exceeds their expectations by responding to concerns and issues in a positive and professional manner.

Crew Benefits

• Competitive Wage
• Retention Bonus - up to $500.00!
• Complimentary Cruise Tickets & Uniforms
• Crew Recognition Awards
• Crew Referral Program - up to $200.00 per referral
• Crew Events
• Paid Training

Duties And Responsibilities

• Responsible for creating and distribution of Guest Experience departmental schedules based on business needs
• Provides performance feedback, coaching, developing, as well as recruiting (as per operational requirements)
• Investigates and resolves conflicts and complaints in a professional and timely fashion. This includes employee variances and strict adherence to employee code of conduct
• Provides general departmental oversight and training
• Regularly compiles pertinent reports (re: Sales, Inventory, and payroll).
• Troubleshoots issues with the ticketing system when warranted and necessary
• Ensures the safe operation and proper flow of elevators, funicular, lines and all subsequent and supporting equipment
• Liaise with Facilities when repairs are required on Funicular
• Responsible for managing sales, revenues, and profitability
• Manages the flow of guests from the upper landing to lower landing area
• Manages transactions ensuring that they are in line with company policies and procedures
• Maintains records and logs customer service issues when warranted, exceptions, NPS contact, late arriving groups, etc. and passes off to Guest Experience Manager
• Ensures vouchers, applications and marketing collateral are received and accurate
• Supports sales actions, FAMS, visits, promotions to insure excellent service and sales
• Ensures that all arrivals are provided with VIP service from their arrival until their departure
• Provides backup assistance to Guest Experience Cashier, Ambassadors, Funicular Operators as required
• Monitors Cashiers and Ambassadors ensuring guests are receiving excellent customer service and information on all Niagara City Cruises products (voyages and products to enhance experience)
• Maintains and ensures surveillance and access control systems are functioning on the landing
• Supervises medical, emergency, security and other risks/threats in upper and lower landing locations
• Ensures boarding of vessels is timely, safe and meets compliance with standards
• Monitors inventory ensuring that there is sufficient stock for customer need
• Communicates quality improvements, suggestions of processes, product and procedures to Manager of department and ISO/Respect/Training for assessment, implementation and documentation for process management and continual improvement
• Adheres and enforces all company policies relating to security, health and safety procedures
• Knows and understands internal policy and external regulatory requirements that relate to the position and department
• Adheres to all health and safety regulations
• Works with a safety mindset by ensuring that employees 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. Provides necessary measures (i.e. PPE) and allocates resources to keep the workplace safe
• Maintains a neat, clean and well-groomed appearance (refer to appearance standards in employee handbook)
• Reports to work on time and for all scheduled shifts
• Understands all Niagara City Cruises’ policies and procedures relating to the employee’s role within the company
• Maintains any applicable licenses and certifications
• Completes any other duties as assigned

Requirements & Qualifications

• O.S.S.D or equivalent as recognized by the Ministry of Education
• Minimum of three (3) years’ management experience working in a service-oriented environment, preferably in the hospitality/tourism industry
• College or university degree in business administration an asset
• Experience managing 30 or more staff
• Minimum of two (2) years’ work experience with cash control (POS system), reconciling out-of-balance conditions, and investigating discrepancies
• Strong leadership, customer service, organizational, analytical and planning skills
• Strong interpersonal & communication skills (written, oral and listening) including conflict resolution skills
• Proficient computer knowledge in Microsoft programs
• Ability to remain calm under pressure while working in a fast-paced environment
• Knowledge of another language in addition to English is preferred
• Must be able to work all shifts including days, weekends, holidays and afternoons
• Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 35 pounds (16 kilograms)
• Walk, stand, sit and work in all types of weather conditions for extended periods
• Continually and repeatedly perform functions indoors and outdoors
• If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection)

City Cruises Canada does not use AI technology in any part of the recruitment process.

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Hornblower is proud to be an Equal Employment Opportunity employer. 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, color, 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 employment and workplace decisions will be based on company needs, job requirements and individual job qualifications and skills. City Experiences will comply with provincial and federal legislation relating to equal employment opportunities and employment equity.