This is a fixed-term contract position ending December 31, 2026.
About Us
Operating year-round for private charters and catering, Harbour Cruises is Vancouver’s leader in boat cruise entertainment. We are proud to offer Vancouver’s only narrated tour of the inner-harbour, and the city’s most popular dinner, and luncheon cruises. In addition to retail cruise products, private corporate events, and special event cruises, we also offer a unique and delightful way to experience the city. We are known for our attentive and efficient onboard staff, and professionally prepared cuisine. We are committed to ensuring that our guests’ cruises are events they will remember and repeat! Based out of Vancouver Harbour in beautiful Vancouver, BC - we are dedicated to offering our guests the highest standards of customer service, quality and professionalism in the hospitality industry.
If you’re interested in learning more about our company culture, and joining our team of passionate service professionals, you can check out more about our team here.
What You Will Work On
The Guest Services Supervisor plays a key role in the daily operations and workflow of the Tours and Front Office departments at Harbour Cruises. This position is responsible for supervising front-of-house staff, reservations, and tour operations, while ensuring efficiency, high-quality service delivery, and seamless guest experiences.
The ideal candidate is an enthusiastic leader who enjoys working with people, solving problems, and maintaining a high level of accountability.
As a Guest Service Supervisor at Harbour Cruises, you will:
Operations & Guest Experience
- Assist in managing daily operations for the Front Desk, Tours, and Concessions.
- Oversee and coordinate daily tour check-ins as the on-site expert and primary point of contact, working closely with the Front Office Manager.
- Deliver exceptional guest service—both internal and external—with a friendly, professional, and approachable demeanor.
- Work collaboratively with all departments to ensure a seamless guest experience from arrival to departure.
- Respond to customer inquiries and communicate updates, events, and new developments with the vessel teams.
Leadership & Team Support
- Support the Front Office Manager with training, coaching, and developing the tour operations team.
- Demonstrate strong leadership, fostering a positive team culture, and encouraging high performance.
- Assist in planning staffing levels, equipment, supplies, and service needs.
- Help with hiring, training, and managing team members as required.
Coordination & Communication
- Liaise with other Department Managers regarding daily interactions with local suppliers, partners, sites, and venues.
- Collaborate with the Front Office team on scheduling, product development, and refining operational procedures.
Financial, Analytical & Administrative Responsibilities
- Maximize revenue by optimizing reservation scheduling and reservation systems.
- Reconcile ticket sales, cash deposits, and prepare daily financial settlement reports.
- Confidently use and optimize tour booking and reservation systems (tech-savvy mindset required).
- Analyze operational data to support sound business decisions with accuracy and insight.
- Maintain professionalism and composure while problem‑solving under pressure.
What You Will Bring to the Team
- Experience in a leadership role within a fast-paced environment.
- Knowledge of booking/reservation systems or the ability to quickly learn new technology.
- Strong understanding of accounting and record-keeping practices (e.g., cash handling, daily sales reconciliation).
- Minimum 2 years of experience in the Travel & Tourism industry.
- Exceptional communication skills and commitment to delivering outstanding customer service.
- Experience hiring, training, and managing staff.
- Strong attention to detail and excellent organizational skills.
- Strong verbal, written, and technical communication abilities.
- Familiarity with Microsoft Office; experience with RocketRez is an asset.
- A natural problem-solver with a drive to improve performance and processes.
- Ability to multitask and remain calm under pressure.
- Comfortable standing and being on your feet for extended periods.
Why join Harbour Cruises?
At Harbour Cruises, we’re on a continuous learning journey as it relates to Equity, Diversity, & Inclusion. We know that diversity is a strength and recognize that the unique backgrounds across our team help us make better decisions, result in more creative solutions, and ultimately lead us to stronger paths of success. We’re working to create a workplace and team that is as diverse as the community we serve, and we aim to provide an environment that allows every person to bring their whole and authentic self to work every day. We are inspired by the unique contributions and insights of our team members and are invested in continuously improving our employees’ experiences as we grow.
We pride ourselves on supporting our team to show up every day being the best they can be, and in addition to our collaborative and people-focused environment, we offer our team:
An amazing team of hospitality professionals that you will love collaborating with.
Don’t meet all the requirements but still interested in applying for an opportunity?
We’re all on a journey to learn constantly and have areas to grow in and develop. If you bring some of the above skills to the table and are still developing in others, please apply with us anyway! Learning and experience isn’t a one-way path. If you believe you have the background needed to make an impact in this role, we’d love to hear from you. If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to [email protected] and we’ll be happy to support you.
Pay: $25.00 per hour
Benefits:
- Company events
- On-site parking
Experience:
- Front desk: 2 years (required)
- Accounting: 1 year (preferred)
- Customer service: 2 years (required)
- Supervising: 1 year (required)
Work Location: In person
