Guest Services Agent

Whirlpool Jet Boat Tours

Position Title: Guest Services Agent – Full Time Seasonal, April through October
Reports To: Guest Services Manager
Position Overview: The Guest Services Agents will play a critical role as part of our Guest Services and Reservations team. This position requires constant interaction with guests to book reservations, respond to in-person and phone inquiries, and check in guests for their tour. Agents will operate a POS and reservations system for the booking and check-in of jet boat tours.

Be our guest! Our Guest Services Agents are the first team that our guests meet, whether on the phone or checking in at the front desk – and first impressions are always important. They are our human encyclopedias and have the answer to any jetboating question. For this position, you must have a natural talent for customer service and love meeting new people (and getting them excited for the ride of their life!). If chatting is what you do best, you’ll fit in perfectly.

To see what your summer could be like, check out our video: https://www.youtube.com/watch?v=lVxTfcUcNkU

Whirlpool Jet Boat Tours has been giving passengers a taste of adventure on the white water of the Niagara River since 1992. Passengers experience a thrilling and educational one-hour guided tour, where they can take in the awe-inspiring scenery of the Niagara Gorge, feel the rush of the Class 5 Devil’s Hole rapids and marvel at the power of the Niagara Whirlpool. The tour company’s fleet of custom-built jet boats depart from locations on the Canadian and American sides of the Niagara River, including Queenston, ON and Lewiston, NY.

Job Location

Niagara Falls/Queenston

Responsibilities

Responsibilities:
-Assist guests in planning and booking reservations either on-site or over the phone, ensuring accuracy and efficiency
-Process payments securely and accurately, adhering to company policies and procedures.
-Maintain and update reservation records as needed to reflect any changes or cancellations.
-Verify that all required participation forms are completed by each guest prior to their tour.
-Distribute the appropriate wristbands for each guest, ensuring alignment with their designated trip time.
-Verify trip counts with the Captain prior to tour departures to ensure accurate headcounts.
-Respond promptly to radio calls from Captains, relaying information and addressing operational needs.
-Address and resolve guest concerns or complaints in a professional and timely manner, striving to maintain high levels of customer satisfaction.
-Escalate complex issues to supervisors when necessary while maintaining a calm and solution-focused approach.
-Ensure the cleanliness and sanitization of work areas, washrooms, and guest-facing spaces by performing regular cleaning throughout the day.
-Follow established cleaning protocols to maintain a safe and welcoming environment for both guests and staff.

Qualifications

Ideal Candidate would have or acquire:
-(2+ years) Customer service or guest-facing experience
-Excellent oral communication – confident when speaking in person and on the phone with guests
-Punctuality and respect of time constraints and demands when serving large numbers of people
-Experience with RocketRez POS is an asset
-Fluency in other languages is an asset

Base Salary

$17.90/hr

Work Hours

30-44hrs/wk, 7 days a week, full time seasonal, weekends, holidays

Benefits

Staff discounts, free on site parking, company events

Experience Requirements

2+ years of customer service experience preferred