Safety Services Shift Manager

City Experiences is seeking a Safety Services Shift Manager for our City Cruises operation in Niagara Falls.

About You :

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity :

The Safety Services Shift Manager is responsible for overseeing and assisting the Safety Services Team Members and Investigators and ensuring the safety and well-being of guest and employees while maintaining highest level of public safety.

In this challenging position you 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 Shift Manager will supervise a dedicated team of Safety Services Team Members and Investigators and will ensure the strict adherence to Niagara City Cruises policies and compliance procedures.

The position will ensure that the Safety Services team provides the highest degree of customer service in all situations and interactions including orderly crowd control.

The Safety Services team is the first responder to all incidents and emergencies on Niagara City Cruises Properties and as needed on the vessels.

Essential Duties & Responsibilities :

Prepares and manages duty schedules on a daily basis, delegates work assignments to each team member. Assists the Director, Employee & Guest Experience in organizing safety services throughout Niagara City Cruises’ properties.

Provides answers to team members questions in a timely manner

• Provides guidance, instruction and coaching to the Safety Services Team with the ability to praise or discipline as required in a professional and supportive manner
• 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 3rdparty service representatives such as bus drivers transporting groups, vendors, etc.
• Assists guests into various lines, , tickets, scanners, photos, gate when necessary
• Provides detailed reports as required by management, such as daily shift logs, incident reports, safety inspections and customer concerns or issues
• Physically checks all property points to ensure doors, gates and restricted areas are always secure and monitored, including CCTV monitoring
• Assures boarding of vessels is timely, safe, and are in compliance with standards
• Assures safety and security procedures are followed
• Resolves guest complaints and discrepancies appropriately
• Responsible for opening and closing procedures if Department head is not on duty
• Responds and reports 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
• Performs assigned administrative projects as directed
• 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 ensuring that employees follow all safety policies and procedures. Takes overall responsibility and accountability for the prevention of work-related injuries and / or illness by identifying and communicating risks, hazards and opportunities on the job.

Provides necessary measures ( PPE) and allocates resources to keep the workplace safe

• 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 :

• or equivalent as recognized by the Ontario Ministry of Education
• Minimum of two (2) years’ working experience in a customer service environment, preferably in a hospitality environment
• Minimum of two (2) years’ working experience in a supervisory role preferably in a security position
• Minimum of 3-5 years' working experience in the security industry
• Minimum of Standard First Aid & CPR Level C
• Ability to obtain security guard license (as required by the Ontario Private Security & Investigative Services Act)
• Ability to deal with people in a service-oriented manner
• Ability to remain calm and perform duties under stressful conditions excellent organizational skills 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
• 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
• Must be willing to work all shifts including days / evenings / overnight shifts including weekends and holidays
• Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 25 pounds (11 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) ( non-slip shoes, gloves, weather appropriate dress attire, sun protection)

About Us :

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests / riders annually.

If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

City Experiences 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.