Safety Services Team Member

About the role

Hornblower Group is a worldwide experiential travel and transportation company with a long operating history across marine, land, ferry, and visitor-services businesses. Its brands and subsidiaries serve guests across multiple countries and major U.S. and Canadian cities.

In Niagara Falls, Ontario, the Safety Services Team Member helps create a secure, comfortable, and well-managed environment for guests and staff at Niagara City Cruises. The role is focused on entry-point screening, crowd management, guest assistance, and supporting first responders during incidents or emergencies on site and, when needed, on vessels.

Key duties

• Protect guests and employees by observing behaviour, spotting suspicious activity or possible risks, and acting according to company security, emergency, and safety procedures.
• Guide visitors, answer questions, and assist people who need directions or who have entered restricted or unauthorized areas.
• Communicate pickup and drop-off rules to third-party partners such as bus drivers, vendors, and group transport staff.
• Help organize guests into the correct lines, including ticketing, scanners, photo areas, and gates when needed.
• Prepare and submit required incident and shift documentation, including shift logs, duty books, general occurrence reports, and customer concern reports.
• Carry out regular walking patrols, vehicle checks, and screening duties across Niagara City Cruises properties.
• Inspect doors, gates, and restricted spaces to confirm they remain secure, and support CCTV monitoring where required.
• Respond to guest questions, complaints, and discrepancies in a professional manner.
• Assist with medical, emergency, and security situations quickly and effectively while following established standards.
• Keep the workplace clean, safe, and orderly, and maintain a polished appearance and positive attitude at all times.
• Build strong working relationships with coworkers, partners, and vendors.
• Participate actively in training and apply learned procedures in daily work.
• Follow all health and safety rules, including PPE and workplace hazard reporting.
• Arrive on time for scheduled shifts, understand role-related company policies, and maintain any required licenses or certifications.
• Perform any additional duties assigned by management.

Requirements

• O.S.S.D. or an equivalent credential recognized by the Ontario Ministry of Education.
• At least 2 years of experience in customer service and sales, ideally in hospitality.
• Security experience is preferred.
• Standard First Aid and CPR Level C certification.
• Valid Security Guard licence under the Ontario Private Security & Investigative Services Act.
• Ability to stay composed and work effectively in stressful situations, including conflict resolution.
• Strong written and verbal communication skills, along with confident guest interaction ability.
• Use-of-force and verbal de-escalation training is an advantage.
• Fluency in a language other than English is an asset.
• Availability for all shifts, including days, evenings, overnight work, weekends, and holidays.
• Ability to walk and stand for long periods in different weather conditions.
• Capability to work repeatedly both indoors and outdoors.
• Ability to reach, bend, stoop, wipe, push, pull, move, or lift up to 35 lb (16 kg).
• Willingness to wear required PPE such as non-slip shoes, gloves, weather-appropriate clothing, and sun protection.

Additional information

City Cruises Canada states that AI technology is not used in any part of its recruitment process.

Hornblower Group is an equal opportunity employer and states that hiring and workplace decisions are based on business needs, job requirements, and individual qualifications. The company says it provides a workplace free from harassment and discrimination and follows applicable provincial and federal employment-equity laws.

Company overview

Hornblower Group operates a broad portfolio of travel, hospitality, ferry, and transportation services. Its businesses include City Experiences, City Ferry, Hornblower Marine, Seaward Services, and Anchor Operating System, serving millions of guests each year across North America and beyond.