Application Deadline : January 31, 2022
Start Date : ASAP
Work Hours : Full Time, Year Round. This role works shiftwork, on weekdays and weekends to support our daily operations, with shifts starting as early as 6:00 am or ending by 8:00 pm.
Wages : Competitive Hourly Wage
Department : Operations
At Gray Line Westcoast Sightseeing, we attribute much of our success to our passion for Vancouver and the strength of our team. To build on this momentum, we’re searching for an Operations & Guest Experience Supervisor to work closely with our Operations Manager. This individual will work on a team that supervises, directs, plans, trains, organizes, dispatches and monitors the drivers and guest experience of our daily sightseeing tour and Hop-On Hop-Off operations.
YOUR WORK WILL INCLUDE :
- Supervise the planning, execution and coordination of the day-to-day operations (ie. hotel splits) of our vehicle and Driver Guide Sightseeing team
- Preparing Driver Guides for daily tour assignments including attraction vouchers, ferry cards and specific guest requirements
- Organizing and conducting tasks to ensure safe, cost-effective and on-time operating performance
- Supervise recruitment and hiring initiatives to meet seasonal operational demands
- Monitor guest service, service delivery and the onboard tour experience
- Participate in the operations budgeting process to ensure alignment with strategic priorities
- Support and participate in the in-house Driver Guide Training components and program
- Supervising Drivers and Guides ensuring company policies and procedures are delivered
- Quality control, coaching and ongoing assessment of Driver Guide team
- Scheduling, forecasting resources and vehicle assignments for tours
- Pro-actively dealing with operational deficiencies and resolving as necessary
- Managing the day-to-day charter delivery requirements
- Communicating challenges professionally with Drivers, Guides and Managers as appropriate
- Proactive communication with the Operations team and Managers on operational needs or concerns
- Ensuring completion of daily operations reports
WHAT WE WILL LIKE ABOUT YOU:
- You have strong interpersonal, communication and active listening skills
- You possess strong administrative, attention to detail, and time management skills
- You have experience supervising and coaching teams
- You are available to work a flexible schedule and shiftwork, any day of the week
- You thrive under pressure, are organized and great at creative problem solving
- You have experience working in a hospitality based role with positive guest and colleague feedback
- You bring passion, integrity, adaptability along with a professional, positive attitude
- You possess advanced knowledge in Microsoft Office, and are comfortable with guest reservation system
- You have in-depth knowledge of Vancouver, Victoria, and Whistler areas
- You ideally have your Class 2 commercial drivers license
WHAT YOU WILL LIKE ABOUT US :
- An experienced, driven and supportive management team
- Central Burnaby office with easy access to all transit routes
- Company social events
- Free admission and discounts for you and a guest to over 90 attractions through the Tourism Privilege Pass
- Internal and external recognition programs for fun awards and prize opportunities
- Invitations to VIP tourism industry events, networking opportunities and familiarization tours