About this role
Hornblower Group is a global leader in experiences and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water-based experiences (dining and sightseeing cruises), land-based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers land- and water-based experiences as well as ferry and transportation services. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a marine services company specializing in the operation, maintenance and repair of government and privately owned vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.
Position Summary:
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 orderly crowd control. The Safety Services Team Member will also assist the first responder in all incidents and emergencies on Niagara City Crises Properties and as needed on the vessels.
Duties and 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
Requirements & Qualifications:
- 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
- Security experience preferred
- 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
- 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
- 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)
City Cruises Canada does not use AI technology in any part of the recruitment process.
Hornblower is proud to be an Equal Employment Opportunity employer. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of harassment and/or discrimination of any type, including but not limited to discrimination and/or harassment based upon race, citizenship, place of origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, genetic characteristics, receipt of public assistance and record of offences. City Experiences employment and workplace decisions will be based on company needs, job requirements and individual job qualifications and skills. City Experiences will comply with provincial and federal legislation relating to equal employment opportunities and employment equity.
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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 Safety Services Team Member is primarily responsible for ensuring maximum protection, safety, and comfort for guests and staff by screening at entry points, managing orderly crowd control, and assisting first responders during incidents and emergencies on properties and vessels. Duties also include conducting security checks, monitoring CCTV, providing customer assistance, and maintaining detailed reports.
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