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Assistant Operations Manager (Guest Services)

Capilano Suspension Bridge Park (CSBP) is nationally recognized as a best business, innovator, and leader in Canada’s tourism industry. As part of the management team, the Assistant Operations Manager (Guest Services) is expected to uphold the company’s vision, ‘creating experiences people are amazed by’.

Who we are:

  • We are the number one Tourist Destination in Vancouver
  • We are passionate about creating experiences guests and team members are amazed by
  • We are inspired by our natural setting and sharing the wonder of nature with over 1,000,000 annual guests

What you’ll get:

  • Competitive wages,
  • Free coffee, tea and fountain pop with your reusable cup,
  • While on shift, up to a 40% discount on food,
  • 30% discount at the Trading Post gift store,
  • Access to various team events #TeamCapGroup,
  • Guest passes for friends and family,

Property

Capilano Suspension Bridge Park

Position Title

Assistant Operations Manager (Guest Services)

Application Deadline

2022-05-10

Duties/Responsibilities

The Assistant Operations Manager (AOM) assists the Operations Manager (OM) with the day-to-day operations of the Guest Services and Parking & Shuttle departments of CSBP. This ‘hands-on’ position provides direction to the supervisors and team members of these departments. The AOM assists in the continuous improvement of guest service, product, sales, operational cost management and ultimately, in profitability. Together the Operations Manager and Assistant Operations Manager must be collaborative problem solvers, able to delegate responsibilities, establish priorities and deliver an amazing guest experience. The planning and development of a committed and well trained, service orientated team is top priority for the AOM.

What you’ll do:

  • Work with OM to develop the Guest Services Supervisor(s), Groups Supervisor(s) and Shuttle & Parking Supervisor(s) to oversee daily operations of Guest Services/Parking & Shuttle and ensure consistency of Guests experience,
  • Along with Operations Supervisors, follow up and ensure appropriate guest services supplies are inventoried, stocked maintained and organized, when necessary,
  • Work with OM and Sales & Marketing department to coordinate and implement new CSBP marketing programs which affect guest services,
  • Assist OM to ensure an effective and efficient annual pass program that is consistently communicated to qualifying Guests,
  • Assist OM to ensure an effective ticket-greeting program to increase gate security,
  • Assist with ongoing monitoring and tracking of Guest feedback (informal and formal guest surveys, trip advisor and other social media outlets),
  • Ensure professional and friendly relationships are maintained with all appointments, meetings, suppliers etc. when checking in at Guest Services or Groups,
  • Provide regular leadership presence throughout CSBP, coordinate office time and schedule with Operations Managers and Supervisors to ensure a senior leader is working in the park at all times,
  • Communicates daily and weekly attendance goals to operations team; works with OM to a create operational analysis reports
  • Assess areas of improvement based on analysis of reports to ensure monthly goals are achieved,
  • Working closely with the OM, consistently monitors sales and labour forecasts to ensure labour is utilized to optimize overall guest experience,
  • Assist with the forecasting and review of the operating budgets/results for GSA and Parking & Shuttle department,
  • Know and communicate the health and safety requirements & regulations and ensure they are followed throughout the park,

Qualifications

Who you are:

  • A college diploma or university degree in business management, tourism/hospitality management or an equivalent combination of education and experience in Tourism Management or in another related discipline an asset,
  • 2-3 years of supervisory experience within the Tourism/Hospitality industry,
  • Professional presentation and strong interpersonal skills, as well as excellent verbal and written communication skills,
  • Knowledge of Employment Standards and WorkSafe BC regulations,
  • An experienced multi-tasker, you have a strong ability to adapt in an evolving business environment to meet changing deadlines and priorities,
  • Intermediate to advanced knowledge of Microsoft Office, as well as familiar with POS systems,

Considerations:

  • Able to work a variety of shifts including evenings, weekends, and holidays, to meet the needs of the business,
  • While performing the duties of this position, team members are required to be on their feet for extended periods of time,
  • While performing the duties of this position, required to work in a variety of weather conditions including heat, rain and winter conditions,
  • Occasionally required to lift and carry up to 20lbs, and
  • Occasionally required to lift and climb a step ladder or step stool,
  • Business travel and overnight trips may be required,

 

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  • Learn More

    To find out more about Capilano Suspension Bridge Park visit our website or connect with us on social media.