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I. PURPOSE
To support the tour guides by handling guest luggage on and off the bus. Contribute to the tour and assist the guide when asked to do so. Work with the guide to assist in hotel drop offs and service requirements in a timely manner.
II. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
i) Customer Focus
Creates rapport with guests
Answers any questions or refers them to the guide
Accepts gratuities with courtesy
ii) Adaptability
Responds to changes in schedule, cancelled shifts
Adapts to the style and specific requirements of each of the guides
Adapts to procedures for both Pre Cruise and Post Cruise tours
Deals calmly with excess baggage and works with guide and Team Lead to expedite it
Accepts having to give up seat on a full bus with humour and positive attitude
iii) Works Efficiently
Considers the final destination when loading luggage into the bus
Answers guests' questions and concerns while loading luggage at the same time
Contributes to the guide completing the tour and drop offs in a timely manner.
Handles luggage in a respectful, safe and secure manner
iv) Work Commitment
Keeps up to date by reading the bulletin board and memos
Is open to shift changes and available outside the schedule
Comes to work on time and dressed for work
Takes direction from Team Leads and office staff
Responds to the needs of the guides and the guests
Discusses challenges and issues with the supervisor/manager
v) Self Development
Knows all of the LST products and services
Knows the locations of the hotels where LST picks up or drops off
Keeps up to date on changes in policy, procedures, etc.
vi) Peer Relationships
Maintains good working relationship with all guides
Treats the office staff with dignity and respect when asked to change shifts, etc.
Attends staff events
Constantly asks for feedback from guides on performance
III. THE PEOPLE AND INTERACTIONS
Reports to Operations Manager
Key internal contacts include Tour Guides, Team Lead and Reservations' Agents
IV. POSITION SPECIFICATIONS
i) Education and Experience
High School Diploma
1 year experience working in a customer service environment
ii) Skills and Skill Levels
Able to physically lift large suitcases and bags
Experience with heavy lifting
Excellent interpersonal, communication and customer service skills
Team oriented
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
