Join the team!
Guest Experience Agent - Nanaimo
Nanaimo, BC, Canada .
full-time . August 23, 2024
Description
About Hullo!
We’re Hullo, a modern Canadian ferry company transforming how we travel in British Columbia. It’s all about being an easier, faster, and more enjoyable ferry experience.
Headquartered in Nanaimo and operating under our service brand Hullo, we will provide service between downtown Vancouver and Nanaimo. We’re talking comfortable and reliable sailings in around 70 minutes, a seamless booking process complete with reservable seats, and refreshments that will be just that…fresh. Say goodbye to the biggest pain points of travel and be ready to be welcomed aboard with a smile and a “hello”.
Hullo is an Equal Employment Opportunity employer. We are strongly committed to diversity and inclusion in our organization. All qualified applicants will receive consideration for employment regardless of their race, color, religion, sexual orientation, gender identity, national origin, disability, and any other category protected under applicable law. We welcome all qualified applicants who contribute to the further diversification of ideas.
The Hullo Culture
At Hullo, we're all about taking things to the next level! Our obsession with safety and delivering an unforgettable guest experience is only matched by our passion for constant improvement. We don't settle for the ordinary - we encourage our employees to think outside the box, innovate and make waves. With data-driven decision making and a continuous improvement mindset, we are committed to raising the bar in everything we do.
But don't worry, it's not all work and no play at Hullo. We believe that having fun and being engaged are key ingredients for success. That's why we strive to create a dynamic and enjoyable work environment where every team member has a say in shaping the future of the organization. From the top down, we value collaboration and want each person to feel empowered to contribute their unique ideas and talents.
About the Role
The successful candidate will play a highly visible and important role in the delivery of an amazing guest experience. There will be rotating shifts to manage a full day of exciting operations. Reporting to the Manager - Terminal Operations, our Guest Experience Agents will establish welcoming communication with guests, manage their expectations, and collaborate with all vessel and mariner teams to provide a memorable and seamless experience. This position is for Nanaimo.
This role requires working various shifts, including mornings, evenings and weekends.
Responsibilities
- Champion the customer-centric and friendliness approach to our services and experience
- Welcome guests with joyfulness and enthusiasm, providing them a memorable experience
- Manage ticket sales, check-in procedures, and answer inquiries in a professional manner
- Ensure compliance with safety regulations, and follow the company's safety policies and procedures to keep customers and staff safe at all times
- Keep the terminal and front desk area clean and organized, ensuring that all equipment is in working order
- Assist the marine and shoreside operations with mooring lines and gangway set up
- Provide high level guest service and engagement at all times, handling complaints and feedback with professionalism and empathy
- Be adaptable and flexible to take on any additional tasks as required
We’re Here for You
We get it – sometimes things happen in life that you can’t control. At VIFC, people are our greatest asset, and we want to support you and those you care about beyond the paycheque. That’s why we’ve created a comprehensive health and wellness benefits program to promote your physical and mental well-being so you can perform at your best. Better yet, it’s flexible since one size doesn’t fit all!
- 100% VIFC-paid premiums
- A robust, flexible health spending account – use it for additional health coverage should you need it and/or to support your personal wellness (like paying for your gym membership, sporting equipment, or activity classes)
- Don’t have a family doctor? No worries – we offer 24/7 virtual access to doctors or nurse practitioners to get medical advice or a prescription
- Support your retirement planning with annual employer RRSP contributions
- Free standby ferry travel for you and your family between Nanaimo and Vancouver
What We’re Looking For
- Experience providing high-level customer service and engagement at all times, handling customer complaints and feedback with professionalism and empathy
- A positive attitude and strong work ethic above all else and are looking for candidates who are eager to learn and grow
- Minimum 2 years prior experience in hospitality, hotel, ferry industry - cruise ship experience is a plus, as well as experience in handling customer complaints or inquiries in a fast-paced environment
- Ability to meet the demands of shift work that includes rotations that could occur over weekends and nights
- A strong attention to detail and comfortable using technology
- Ability to be on your feet and moving around for an extended period of time
- Ability to take a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance)
- Strong problem-solving and critical thinking skills, with the ability to think quickly and creatively to resolve issues that arise during customer interactions or daily operations
Preferred but not required:
- Serve it Right
- Food Safe Level 1
Compensation
$42,000.00 - $46,000.00 per year