Job Description

Job ID:

56492

Job Category:

Operations & Maintenance

Division & Section:

Fleet Services

Work Location:

Jack Layton Ferry Terminal

Job Type & Duration:

Full-time, Full Time Permanent Vacancy

Salary:

$94,905.00 - $128,386.00 annually

Shift Information:

Toronto Island Ferry Services operates 7 day per week year-round on a seasonally adjusted schedule. Staff will be required to work a flexible schedule including evenings, weekends and statutory holidays.

Affiliation:

Non-Union

Number of Positions Open:

1

Posting Period:

26-May-2025 to 6-Jun-2025

Virtual Information Session:

Sessions Details:

Date:

June 02, 2025

Time:

12:00 PM - 1:00 PM

Meeting Link:

https://teams.microsoft.com/l/meetup-join/19%3ameeting_OGY5NmRiNmYtOTVmOS00MjUyLTkzNTUtYjgzOGM3MzU4MjQ2%40thread.v2/0?context=%7b%22Tid%22%3a%22f0bc8ec6-9ed8-4d0c-9189-411ad949cc65%22%2c%22Oid%22%3a%221d605b91-848d-4ea2-8531-e1ae91654bd9%22%7d

Job Summary

Reporting to the Manager, Terminals & Passengers, the Supervisor Marine Services (Terminals Passengers) oversees frontline operations at the ferry terminals ensuring the delivery of predefined standards of passenger services, while maintaining safety, security, and operational efficiency.

Major Responsibilities

Implements detailed plans and recommends policies/procedures regarding program specific requirements. Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others. Supervises the day-to-day operation of all assigned staff including onboarding, scheduling attendance management, assigning. and reviewing work. Authorizes and coordinates vacation and overtime requests. Monitors and evaluates staff performance, hears grievances and recommends disciplinary action when necessary. Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations. Oversees customer service functions inside and outside the terminal and island side to enhance user experience including queuing, line management, activations and information provision. Ensures effective staff management in relation to the Collective Bargaining Agreement, Transport Canada Marine Regulations, and the Canada Shipping Act. Provides on ground leadership, guidance and support to staff to ensure efficient operations and policy adherence. Assigns and monitors daily duties, ensuring smooth passenger processing. Ensures frontline employees follow service, security, and safety procedures and are trained in emergency response, security and pollution prevention. Oversees the fare collection system and reconciliation of revenues and expenditures, including the daily deposits of all cash receipts. Oversees cleaning and maintenance of the terminal buildings. Supports the Manager in executing plans and initiatives related to terminal operations. Collects and reports data to support operational improvements and decision-making. Conducts regular walkthroughs to identify operational, safety, or security concerns. Coordinates emergency response procedures. Maintains radio communication with vessels, island staff, and ticketing offices to support operational needs. Co-ordinates with Ferry Operations staff daily and ensures consistency in the public service delivery and adherence to established departure and arrival schedules. Co-ordinates terminal operations in support of special events Liaises with Transport Canada, Marine Safety and the City to ensure changes/revisions to Federal legislation are understood and implemented. Handles and resolves passenger inquiries, complaints, and service issues. Collects and reports data to support operational improvements and decision-making. Ensures assigned staff comply with the Accessibility for Ontarians with Disabilities Act, the Occupational Health and Safety Act, and all other relevant legislation and associated regulations. Acts as a Supervisor under the definitions of the Occupational Health and Safety Act, and ensures that adequate training, safety equipment and safe work procedures are in place to develop a strong culture of Health and Safety and minimize any Health and Safety issues. Works evenings, statutory holidays and weekends as required.

Key Qualifications

Your application must describe your qualification as they relation to the following:

Post-secondary education in customer service, transportation, hospitality, operations management from a or an equivalent combination of education and experience. Considerable experience in a supervisory role within transportation, customer service, hospitality, or facility operations.

Experience overseeing front-line employees in a fast-paced, high-volume customer service-focused environment, including the ability to train, mentor and develop staff.

Knowledge of relevant government legislation including the Occupational Health & Safety Act and other municipal, provincial and/or federal statues, regulations and/or policies. Strong leadership and people management skills in a unionized environment.

Excellent customer service and conflict resolution skills including dealing with public complaints and the ability to de-escalate situations.

Effective decision-making and problem- solving skills

Strong organizational and communication skills

Ability to remain calm and composted in High-pressure situations

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City's commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the

application process

is available upon request. Learn more about the City's Hiring Policies and Accommodation Process.