Manager, Safety Services

City Experiences is seeking a Manager, Safety Services 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 Manager, Safety Services is responsible for assisting the Regional Director, Safety Services in managing the Safety Services team and ensuring the safety and well-being of guests and crew. 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 crew working at Niagara City Cruises. The Manager, Safety Services will be responsible for assisting the Regional Director, Safety Services with the use and maintenance of surveillance equipment, such as cameras, alarms, and other monitoring systems for City Cruises Canada locations. 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:

• Develops and implements effective security strategies and protocols to protect against threats, theft, vandalism, and other security risks.
• Prepares and manages schedules on a daily basis, delegates work assignments to each team member, and assists the Regional Director, Safety Services in organizing safety services throughout Niagara City Cruises’ properties.
• Provides guidance, instruction, and coaching to the Safety Services Team, with the ability to recognize or discipline as required while leading by example.
• Ensures safety and security for guests and employees, assesses behavior, 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 safety services in various positions, e.g., 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.
• Communicates over radio with proper etiquette.
• Checks all property points to ensure doors, gates, and restricted areas are always secure and monitored, including CCTV monitoring.
• Develops and implements surveillance strategies and procedures.
• Monitors, documents, and reports violations, trespassers, or security variances.
• Assures boarding of vessels is timely, safe, and compliant with standards.
• Resolves guest complaints and discrepancies appropriately.
• 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 amazing guest service, professional appearance, and positive attitude.
• Maintains good relationships with all crew 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 (i.e., 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:

• A Certificate in Law & Security Administration, Police Foundations, or the completion of other post-secondary education is an asset.
• A minimum of three to five (3-5) years of Security Management experience, preferably in the hospitality/tourism industry.
• Minimum of Standard First Aid & CPR – Level C.
• Ability to obtain a security guard license (as required by the Ontario Private Security & Investigative Services Act).
• A fundamental knowledge of security technology such as alarm and access control systems, CCTV systems, physical key systems, and communications technologies.
• 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.
• 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).
• If required, wear assigned Personal Protective Equipment (PPE) (i.e., 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.