Safety Services Team Member

Hornblower Group Inc.•Niagara Falls, ON

4d•Onsite

About The Position

In this challenging position, the Safety Services Team Member will perform a wide variety of tasks to ensure a maximum level of protection, safety and comfort to both guests and staff visiting/working at Niagara City Cruises. The Safety Services Team Member is predominately at entry points screening and providing the highest degree of customer service in all situations and interactions including orderly crowd control. The Safety Services Team Member will also assist the first responders in all incidents and emergencies on Niagara City Cruises Properties and as needed on the vessels.

Requirements

O.S.S.D or equivalent as recognized by the Ontario Ministry of Education
Minimum two (2) years working experience in a customer service and sales environment, preferably in a hospitality environment
Minimum of Standard First Aid & CPR – Level C
Possess a valid Security Guard license (as required by the Ontario Private Security & Investigative Services Act)
Ability to remain calm and perform duties under stressful conditions, including experience in conflict resolution
Good written and verbal communication and customer engagement skills
Must be willing to work all shifts including days/evenings/overnight shifts including weekends and holidays
Ability to walk, stand and work in all types of weather conditions for extended periods
Ability to continually and repeatedly perform functions indoors and outside
Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 35 pounds (16 kilograms)
If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection)

Nice To Haves

Security experience preferred
Training in the use-of-force and verbal de-escalation is an asset
Knowledge of another language in addition to English would be considered an asset

Responsibilities

Ensures safety and security for guests and employees, assesses behaviour, identifies suspicious activity and potential threats and responds according to standards set forth by management and established processes in the company emergency, security, and safety plans
Provides instructions and information for guests who have needs, questions and concerns and/or are in unauthorized or restricted access areas
Communicates drop off and pick up policies with 3rd party service representatives such as bus drivers transporting groups, vendors, etc.
Assists guests into various lines, e.g., tickets, scanners, photos, gate when necessary
Provides detailed reports as required by management, such as daily shift logs to shift duty book, general occurrence reports, and customer concerns or issues
Carries out regular foot patrols, vehicle and screening assignments of Niagara City Cruises properties
Physically checks all property points to ensure doors, gates, and restricted areas are secure and monitored at all times including CCTV monitoring
Answers and assists with all questions and inquiries posed by guests
Assures safety and security procedures are followed at all times
Resolves guest complaints and discrepancies appropriately
Responds and assists with medical, emergency, or security threats on Niagara City Cruises properties effectively, promptly, and in line with standards in a professional manner
Maintains a clean, safe, and orderly work environment
Sets an example at all times of excellent guest service, professional appearance, and positive attitude
Maintains good relationships with all employees of Niagara City Cruises, partners, and vendors
Actively participates in all training programs and applies the standards to practice
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 Niagara City Cruises policies and procedures relating to the employee’s role within the company.
Maintains any applicable licenses and certifications
Completes any other duties as assigned