Guest Services Agent

Harbour Air Ltd•Vancouver, BC

5d•Onsite

About The Position

The Guest Services Agent owns the guest experience from the moment passengers arrive at the tour counter to the moment they step onto the aircraft. You’ll keep things moving, set the tone for the flight, and play a central role in the launch of Harbour Air’s newest product - Roar & Soar. This isn’t a background role. You’re front and center, making the experience feel effortless for guests while actively protecting on-time performance behind the scenes.

Requirements

A genuinely warm, confident presence — you enjoy being around people and it shows.
Strong communication skills; you’re clear, calm, and adaptable, whether you’re briefing a group or managing a queue.
Comfort working in a fast-paced, outdoor dock environment around aircraft, passengers, and operational activity.
A sharp eye for detail and a proactive approach — you spot what needs doing before being asked.
A team-first mindset. You work closely with dock crew, pilots, and customer service staff, and you make those relationships easy.
Reliability and punctuality. Operations run on schedules and guests are counting on consistency.

Nice To Haves

Previous customer-facing experience is an asset.
Experience in tourism, hospitality, aviation, or events is a bonus — but not required.

Responsibilities

Greet and escort passengers from the tour counter to the staging area, keeping energy warm and transitions smooth.
Deliver clear, engaging tour briefings — what guests can expect, what they’ll see, and how to make the most of the experience.
Assist guests with accessing and navigating the digital in-tour commentary system.
Manage priority and group boarding sequences so the right people move first, without friction.
Serve as the dedicated on-the-ground support for the Roar & Soar product, helping deliver a premium experience every flight.
Pre-board Roar & Soar guests ahead of general boarding to ensure a seamless, elevated experience.
Capture passenger photos as a core part of the product offering. Additional photo requests supported as capacity allows.
Actively support on-time departure through efficient staging, sequencing, and guest flow management.
Coordinate handoffs between staging and boarding with dock and flight crew.
Free up flight and dock crew to focus on operations by owning the guest-side of the boarding process.
Assist dock crew with aircraft preparation duties, including cleaning aircraft windows and cabins when time permits.
Support regular scheduled flight operations when required, including collecting baggage, loading and unloading luggage, and assisting with passenger boarding and disembarkation.
Communicate clearly with dock crew, pilots, customer service staff and other team members to help maintain efficient aircraft turnaround.