Overview
Harbour Hopper Tours Supervisor Jobs in Charlottetown, Canada at Ambassatours Gray Line
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 your ability to mentor and develop others.
Core Job Responsibilities & Duties
- 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.
- Scheduling:
- Schedule all guide and Sales and Customer Service Representatives shifts when I work.
- React to staff absentee calls in collaboration with the applicable department manager or supervisor.
- 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.
- 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.
- Operations:
- Support all aspects of the tour operation, reservations, and customer service.
- Monitor weather collaborating with Captain Derek Hackett and Doug Poole (Director of Marine Operations) on go/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.
- Reschedule customers impacted by mechanical breakdowns, weather delays or cancellations with Reservations.
- Ensure staff on duty follow company guidelines for customer service and product delivery.
- Report 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.
- Approve onsite refunds or price adjustments.
Essential Skills
- Computer Use
- Oral Communication
- Problem Solving
- Working with Others
Soft Skills
- Leadership
- Organization
- Team Oriented
- Time Management
Hard Skills
- Customer Relationship Management
- Customer Service
- Human Services
- Retail Sales
Digital Skills
- Windows OS
Languages
- English
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Title: Harbour Hopper Tours Supervisor
Company: Ambassatours Gray Line
Location: Charlottetown, Canada
Category: