Safety Services Team Member

City Experiences is seeking a Safety Services Team Member for our City Cruises operation in Niagara Falls.

*Please Note: This is a seasonal/contract position*

About You:

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

About the Opportunity:

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 predominantly at entry points screening and providing the highest degree of customer service in all situations and interactions including orderly crowd control. The Safety Services Team Member will also assist the first responder in all incidents and emergencies on Niagara City Cruises Properties and as needed on the vessels.

Crew Benefits:

• Competitive Wage
• Retention Bonus - up to $500.00!
• Complimentary Cruise Tickets, Parking & Uniforms
• Crew Recognition Awards
• Crew Referral Program - up to $200.00 per referral
• Crew Events
• Paid Training

Essential Duties & 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.
• Minimum six (6) months security industry 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.
• 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.