Job Description

:

Our Office Assistant is the first point of contact either by phone or email with Vancouver Whale Watch guests. This role provides excellent customer service to guests while assisting in their booking selections as well as continuing that level of customer service throughout the guest's experience in our office and on our tours. In addition, they will endeavor to maximize sales by facilitating in the promotion of Vancouver Whale Watch and making reservations through our online booking system. The Office Assistant will be cross-trained in all guest service areas.

Position requires the ability to work weekdays, weekends, mornings, evenings, and holidays.

This position will start before April and finish at the end of October. Individuals who can commit to the entire season and are interested in returning for multiple seasons are preferred. There is potential for a permanent year round position.

Responsibilities & Qualifications:

An individual who can uphold the integrity of Vancouver Whale Watch Develop and maintain a high level of product knowledge to promote and process whale watching reservations Computer competence Excellent telephone manner, etiquette, and customer service skills Manage e-mail and online inquiries professionally Ability to multi-task and effectively meet deadlines Assist guest and client issues and/or complaints with empathy with a focus on guest satisfaction and use Supervisor/Manager support when necessary Maintain control and composure in challenging situations Ability to work in a dynamic environment Motivated, organized, responsible and flexible Assist with daily operations of whale watching tours and retail shop Use point of sale processing system to process tour payments and retail sales Process cash/debit/credit card reconciliation while adhering to procedures Demonstrate enthusiasm and excellent interpersonal communication skills Strong attention to detail, quality and time management Keen to grow and take on evolving responsibilities Proficient in Microsoft programs (Outlook, Excel) Must be fluent in English (written and verbal)

Responsibilities:

Provide support for the Office Supervisor and General Manager in their responsibilities Ensure the smooth running of the day-to-day details of a small business Able to handle a high volume of emails, phone calls and guests at reception Manage the check-in process, ensuring a smooth experience for guests Receive online/phone bookings and record information accurately Complete daily checklist tasks in a timely manner Maintain office cleanliness, including cleaning of washrooms Other daily office maintenance and administrative tasks as required Ensure appropriate inventory of retail items and maintain appropriate stock Willingness to assist other team members (perhaps outside the department) as needed and requested Foster a strong culture of health & safety Familiarity with Steveston and Vancouver areas an asset

Other assets include:

Previous experience in the Tourism and Hospitality industry Previous experience in an operations role or in a small business An interest in marine mammals and the natural history of the area Access to personal vehicle or lives locally
Job Type: Full-time

Expected hours: 30 - 40 per week

Work Location: In person