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I. PURPOSE
To provide Landsea Tours Ltd. guests with a personalized sightseeing experience with unsurpassed world-class customer service.
II. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
i) Works Efficiently
Performs Pre and Post Trips to ICBC and LST standards
Plans out hotel pickups
Liaises with Team Lead, Shuttle helpers
Completes tour sheets to company standards
Has good knowledge of geography and possesses strong navigational techniques
Ensures all supplies needed to do the tour are taken
Performs cash out procedures accurately and completely
ii) Creativity and Initiative
Prepares and delivers accurate and clear commentary on all LST tours
Adapts the commentary to suit the age and interests of the guests
Actively uses the LST tour manuals to expand the basic tour commentary
Researches sources outside the tour manuals to complement the tour
iii) Customer Focus
Constantly anticipates guest needs
Takes action to meet the expectations of guests
Continually searches for ways to increase guest satisfaction
Understands and facilitate special needs
Steps forward to address difficult issues
Handles unhappy or dissatisfied guests to come to a win-win outcome.
iv) Adaptability
Ability to think on your feet in all aspects of touring including schedule changes, weather changes, road closures, etc.
Ability to deal with mechanical failures
Reacts positively to change and has open mind to learn new things
Uses sound judgement in making timely and sound decisions
Able to make thoughtful decisions under conditions of uncertainty
v) Work Commitment
Keeps up to date by reading the bulletin board and memos
Is open to shift changes and available outside the schedule
Accepts shuttle duties with the same enthusiasm as other shifts
Comes to work on time and dressed according to dress code
Takes direction from Team Leads and office staff
vi) Safety and Security
Thinks "safety" first when multi-tasking
Drives the bus safely and skilfully
III. OTHER DUTIES AND RESPONSIBILITIES
Cleans and maintains the equipment
Cares for and maintains proper use of tour supplies
Various company/tour duties
IV. THE PEOPLE AND INTERACTIONS
Reports to the Operations Manager
Key internal contacts include Team Leaders, Tour Guides, Reservations Agents, Luggage Handlers, Bus Washers, and Fleet Manager
V. POSITION SPECIFICATIONS
i) Education and Experience
Experience in the Tourism Industry
Minimum 3 years driving experience (with class 5 licence)
Minimum 3 years experience working in a customer service environment
Public speaking an asset
ii) Skills and Skill Levels
Class 4 unrestricted drivers licence an asset but not required
Clean driving record
In-depth Vancouver, Victoria and Whistler knowledge
Excellent interpersonal, communication and active listening skills
Excellent verbal and communication skills
Proven decision making ability
Organized and detail oriented with thorough follow-up skills
Able to handle multiple demands while keeping composure
Team oriented
iii) Effort
Consistent ability to maintain a professional atmosphere on the bus
Ability to drive long distances
Aptitude to handle long hours
Ability to entertain and willingness to sustain a high service level to our guests
iv) Working Conditions and Environment
Drive a 24-passenger bus while providing narration of the surrounding areas and attractions
Day trip rotation to Vancouver, North Vancouver, Victoria and Whistler
On and off the bus in all weather conditions
We thank all candidates in advance, but only those selected for an interview will be contacted. No phone calls please.
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tours@vancouvertours.com
