Guest Experience Ambassador

Hornblower Group Inc.•Niagara Falls, ON

4d•Onsite

About The Position

The Guest Experience Ambassador is responsible for guiding and assisting with the flow of passengers from the upper and lower-level areas. The Ambassador will provide an amazing customer experience, assist with crowd control, answer guest inquiries and ensure a safe and secure environment.

Requirements

O.S.S.D or equivalent as recognized by the Ministry of Education
Minimum two (2) years working experience in a customer service environment (preferably in hospitality/tourism)
Excellent organizational and troubleshooting skills
Good communication and customer engagement skills
Must be able to work all shifts including days, weekends and holidays
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)

Nice To Haves

Knowledge of another language in addition to English is preferred

Responsibilities

Scan tickets, distribute ponchos, count passengers and provide the count to Captains
Safely board guests onto elevators and funicular upon arrival and exit
Participates in the monitoring, removal and recycling of used ponchos to designated recycle area; operates compactor to recycle ponchos
Loads guests on to boat in a timely manner; ensures all strollers and wheelchairs are kept in secured location
Demonstrates a positive attitude and enjoys serving our guests in a fun and relaxing environment
Greets guests, assists with special needs and resolves any concerns within scope of reference, forwarding any issues requiring escalation to Supervisor
Works as a team to help where needed
Maintains clean and safe work environment
Answers guest inquiries and provides information to assist them with making choices regarding shopping, dining, and sight seeing
Practices empowerment to solve a guest problem immediately and ensure guest satisfaction
Ability to respond in a professional and efficient manner to any emergency or safety situation
Attends mandatory training classes and department meetings as scheduled by department management. Participates in set daily training talks, pre-shift and applies learning to job specifications
Adheres to all health and safety regulations
Works with a safety mindset by following all safety policies, procedures and safety measures (i.e. PPE). Identifies and brings forward risks, hazards and opportunities on the job. Actively participates in health and safety in the workplace
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 policies and procedures relating to the employee’s role within the company
Maintains any applicable licenses and certifications
Completes any other duties as assigned