Job Description

Start Dates: Training starts in March for April 2025 Work Hours: Seasonal, Full-time or Part-time roles available Location: Downtown Vancouver Wages: $18.75/hour + commission

At Gray Line Westcoast Sightseeing, our Contact Centre is the heart of our Guest Services Team and we're looking for individuals with guest focused personalities, sharp attention to detail and who love sharing Vancouver with the world! Our Guest Service Specialists facilitate the promotions, sales and booking of our tours and products through phone and email, from our Downtown Vancouver office.

YOUR WORK WILL INCLUDE• Accurately selling and booking tours and experiences for guests, our street team, hotel concierges and tour operators through our online reservation system
• Maintaining comprehensive telephone coverage
• Responding to enquiries for tour information via phone and email
• Professional phone and email etiquette while maintaining brand consistency
• Providing a high level of personalized guest service and establishing a rapport with hotel affiliates, front desk agents and tour companies
• Assisting the marketing team with answering social media general enquiries and online reviews
• Follows through on guest inquiries, requests & complaints to the satisfaction of the customer
• Elevates customer service issues to management as required
• Completes daily cash outs and records tour information for accounting
• Keeps up to date with current tour details, schedules, pick up times & hotel locations
• Works with other team members and management to prevent & solve issues as they arise



WHAT WE WILL LIKE ABOUT YOU• You have previous experience working in a sales/customer service environment
• You can work a flexible schedule and are available to work evenings, weekends and holidays
• You have a pleasant and professional phone manner, possessing superior customer service skills
• You bring excellent interpersonal and active listening skills
• You possess excellent verbal and written communications skills
• You have administrative, problem solving, attention to detail, and time management skills
• Post-secondary training or work experience in tourism or hotel management is an asset
• You have in-depth knowledge of Vancouver, Whistler and Victoria
• You have familiarity with online booking engines (not required but a bonus!)
• Are proficient in Microsoft Office
• Ability to work effectively both independently and as part of a team



WHAT YOU WILL LIKE ABOUT US• Paid training
• Free admission + discounts for you and guest to over 90 attractions through the Tourism Privilege Pass
• Central downtown Vancouver office with easy access to all transit routes
• Internal and external recognition programs for fun awards and prize opportunities
• Invitations to VIP tourism industry events, networking opportunities and familiarization tours
• The little things like free tea, coffee, hot chocolate and water (available in-office)

•Please include a Cover Letter when submitting your Resume.• •Everything we do at Gray Line Westcoast Sightseeing is for a common purpose: Sharing Remarkable Experiences Together. We have been introducing the world to Vancouver, Victoria, and Whistler for over 40 years on our sightseeing tours, and we can't wait to share these experiences with you. We attribute much of our success to our passion for Vancouver and the strength of our team.• •Gray Line Westcoast Sightseeing is the #1 Top Nominated Company at the Vancouver Tourism Awards for two years in a row in 2023 and 2024! This rise to the top is a testament to GLWCS's unwavering commitment to excellence and the exceptional efforts of our team who consistently go above and beyond to provide unparalleled tour experiences for our guests.• •GLWCS is an equal opportunity employer. We are committed to the principles of equity, diversity, and inclusion. We are committed to creating and maintaining an inclusive workplace that welcomes, respects, and values diverse backgrounds, viewpoints, and abilities regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, or disability. GLWCS recruits, hires, trains, compensates, and promotes people of all races, ethnicities, religions, genders, sexes, abilities, and ages.• •Gray Line Westcoast Sightseeing respectfully acknowledges the unceded traditional territories of the xm?kym (Musqueam), Swxwu7mesh (Squamish), and slilwta (Tsleil-Waututh) Nations on which our offices are located.•