About this role
Position Summary:
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 service experience, assist wit crowd control, answer guest inquiries and ensure a safe and secure environment.
Duties and 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
Requirements & Qualifications:
- 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
- Knowledge of another language in addition to English is preferred
- 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)
City Cruises Canada does not use AI Technology at any stage of the recruitment process.
Other facts
About Hornblower Group Inc.
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation. Through our City Experiences division, we deliver unforgettable experiences via brands like City Cruises, Walks, Devour, and City Ferry—offering dining cruises, guided tours, and essential ferry services across the U.S., Canada, and the UK.
Our portfolio includes Hornblower Marine, providing vessel maintenance at Bridgeport Boatworks, and Anchor Operating System, LLC, delivering smart reservation and ticketing solutions for travel and entertainment industries.
Operating in 10 countries and 50+ U.S. cities, we serve over 20 million guests annually. Headquartered in Orlando, with offices in San Francisco, Boston, Chicago, New York, London, Dublin, and Ontario, Canada, we’re redefining how people explore the world—by water, by land, and experience.
What you'll do
- The Guest Experience Ambassador guides and assists passengers, ensuring a safe and enjoyable experience. Responsibilities include scanning tickets, assisting with boarding, and addressing guest inquiries.
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