Harbour Hopper Tours Supervisor

Job Description:

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.

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.

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

Tagged as: 64320