Job Opportunity

Do you enjoy leading and motivating others to deliver service excellence? With our new Hop On, Hop Off tour launching in spring 2019, we require Team Leads to oversee our Drivers, Guides and Journey Ambassadors. You bring leadership, passion, integrity, adaptability, and work well in a fast-paced environment.

A day in the life of a Hop On, Hop Off Operations Supervisor:

  • Operates as a mobile unit as well as in office, to support the daily ground operations for the Hop On, Hop Off
  • Communicates and works closely with all members of the Hop On, Hop Off team (Journey Ambassadors, Step On Guides, Drivers) throughout the day
  • Responsible for distributing and collecting sales tools to Journey Ambassadors at start/end of each day and troubleshooting corresponding technology issues
  • Reconciles daily cash outs and monitors transactions in accordance with company financial best practices
  • Provides personal and a high level of customer service to guests and team members
  • Keeps knowledge current regarding city roadwork, attractions special exhibits, changes to hours of operation etc. which may impact the day to day Hop On, Hop Off operations
  • Follows through on customer inquiries, requests & complaints to the satisfaction of the customer
  • Elevates customer service issues to Management when required
  • Establishes rapport with local industry partners (e.g. hotel concierge, front desk agents, tour companies, etc.)
  • Shuttles guests in downtown core if deemed necessary to positively impact guest experience
  • Sets up required equipment for next day’s operation at the end of each shift

Your responsibilities as a Team Lead include, but are not limited to:

  • Managing mobile and office day to day operations, ensuring daily tasks are completed and ground team is supported
  • Preparing Journey Ambassadors for daily posting assignments including facilitating break schedules
  • Supporting Journey Ambassadors with technological assistance, supply shortages, shuttles between posts, break coverage, etc.
  • Scheduling staff on bi-weekly rotation using Humanity software program
  • Ongoing communication with Management on operational requirements and issues
  • Ongoing communication with team to provide operational updates if/as required
  • Resolving guest complaints and concerns to the satisfaction of the guest
  • Anticipating guest needs and take action to exceed expectations, including authorizing refunds if/as required
  • Handling difficult issues and resolve as necessary
  • Actively contributing as a member of the Landsea Tours & Adventures team

What you bring:

  • Must have Class 5 BC Driver’s License (Driver training for shuttle van is provided)
  • Minimum 2 years supervisory experience
  • Minimum 2 years experience working in a sales/customer service environment
  • Fluent in English (written & verbal) with excellent interpersonal, communication and active listening skills
  • Organized and detail-oriented with strong time management
  • Proven leadership, organizational and problem solving skills
  • Familiar with word processing and spreadsheet programs (Microsoft or Mac OS)
  • Work well independently and drive success as part of a team
  • In-depth knowledge of Vancouver and key attractions/experiences
  • Available to work evenings, weekends, and statutory holidays

What we offer:

  • Growth & learning opportunities
  • Fun, rewarding, social and supportive work environment
  • Industry perks including the Tourism Passport Challenge
  • Fully paid orientation and training program
  • Fun, social, and team-oriented work environment
  • A sustainability-focused atmosphere

Application Process

If this sounds like you, and you would be excited to join our team, please send us a resume and cover letter telling us about you and why you would be the perfect addition to our team. Feel free to be creative, have fun and stand out, sing us a song or send us a video!!! We can’t wait to see what you have to offer!

Please email a copy of your current resume with a cover letter to jobs@vancouvertours.com with the subject line: “Hop On, Hop Off Team Lead” or visit www.vancouvertours.com/employment

Due to time demands, only chosen candidates will be contacted for an interview.