Manager, Safety Services

City Experiences is seeking a Manager, Safety Services for our City Cruises operation in Niagara Falls.

About You:

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

About the Opportunity:

The Manager, Safety Services is responsible for assisting the Regional Director, Safety Services in managing the Safety Services team and ensuring the safety and well-being of guests and crew. In this challenging position you will perform a wide variety of tasks to ensure a maximum level of protection, safety and comfort to both guests and crew working at Niagara City Cruises. The Manager, Safety Services will be responsible for assisting the Regional Director, Safety Services with the use and maintenance of surveillance equipment, such as cameras, alarms and other monitoring systems for City Cruises Canada locations. The position will ensure that the Safety Services team provides the highest degree of customer service in all situations and interactions including orderly crowd control. The Safety Services team is the first responder to all incidents and emergencies on Niagara City Cruises Properties and as needed on the vessels.

Essential Duties & Responsibilities:

 

• Develops and implements effective security strategies and protocols to protect against threats, theft, vandalism and other security risks
• Prepares and manages schedules on a daily basis, delegates work assignments to each team member. Assists the Regional Director, Safety Services in organizing safety services throughout Niagara City Cruises' properties.
• Provides guidance, instruction and coaching to the Safety Services Team with the ability to recognize or discipline as required while leading by example
• 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, securityand 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 3rdparty service representatives such as bus drivers transporting groups, vendors, etc.
• Assists safety services in various positions , e.g., tickets, scanners, photos, gate when necessary
• Provides detailed reports as required by management, such as daily shift logs, incident reports, safety inspections and customer concerns or issues
• Communicates over radio with proper etiquette
• Checks all property points to ensure doors, gates and restricted areas are always secure and monitored, including CCTV monitoring
• Develops and implements surveillance strategies and procedures
• Monitors, documents and reports violations, trespassers or security variances
• Assures boarding of vessels is timely, safe, and are in compliance with standards
• Resolves guest complaints and discrepancies appropriately
• Responds and reports medical, emergency or securitythreats on Niagara City Cruises properties effectively, promptly and in line with standards in a professional manner
• Maintains a clean, safe, and orderly work environment
• Performs assigned administrative projects as directed
• Sets an example at all times of amazing guest service, professional appearance, and positive attitude
• Maintains good relationships with all crew 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 ensuring that employees follow all safety policies and procedures. Takes overall responsibility and accountability for the prevention of work-related injuries and/or illness by identifying and communicating risks, hazards and opportunities on the job. Provides necessary measures (i.e. PPE) and allocates resources to keep the workplace safe
• 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:

 

• A Certificate in Law & Security Administration, Police Foundations or the completion of other post-secondary education is an asset.
• A minimum of three to five (3-5) years Security Management experience, preferably in the hospitality/tourism industry
• Minimum of Standard First Aid & CPR - Level C
• Ability to obtain security guard license (as required by the Ontario Private Security & Investigative Services Act)
• A fundamental knowledge of security technology such as alarm and access control systems, CCTV systems, physical key systems, communications technologies.
• Ability to deal with people in a service-oriented manner
• Ability to remain calm and perform duties under stressful conditions excellent organizational skills 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
• 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
• Must be willing to work all shifts including days/evenings/overnight shifts including weekends and holidays
• Ability to reach, bend, stoop, wipe, push, pull, move or lift up to 25 pounds (11 kilograms)
• Walk, stand, sit and work in all types of weather conditions for extended periods
• Continually and repeatedly perform functions indoors and outdoors
• If required, wear assigned Personal Protective Equipment (PPE) (i.e. non-slip shoes, gloves, weather appropriate dress attire, sun protection)

City Cruises does not use AI Technology at any stage of the recruitment process.

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 freeof 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.