Job Description

This is a full-time, year-round management position responsible for the day-to-day leadership of both our Front Desk and Naturalist teams. You’ll oversee scheduling, training, and performance for both departments, keep guest experience running smoothly during peak season, and spend the off-season building the systems and structure that set the next season up for success.
During peak season (April to November), the role is hands-on and fast-moving – you’ll be managing staffing in real time, supporting your teams directly, and staying on top of operational needs as they come up. During the off-season, the schedule settles into a standard Monday to Friday, 9:00 am to 5:00 pm routine focused on planning, improvements, and preparation.
This is a senior operations role that sits at the intersection of people management, logistics, and guest experience. If you’re organized, confident leading teams, and enjoy running a smooth operation in a tourism environment, this might be the right fit.

Responsibilities & Qualifications

Key Responsibilities
Team Leadership

Directly manage and support the Front Desk and Naturalist teams
Provide coaching, performance oversight, and day-to-day staff support
Address staff concerns and maintain consistent team standards
Support hiring, onboarding, and seasonal staff transitions

Scheduling & Staffing

Build and manage schedules for both departments
Ensure appropriate coverage based on bookings and vessel operations
Handle last-minute adjustments due to weather, illness, or vessel changes
Maintain accurate availability records and seasonal staffing documentation

Training & Development

Lead Front Desk training and onboarding programs
Assist with Naturalist onboarding and maintain alignment with guest experience standards
Keep SOPs, training checklists, and reference materials current

Guest Experience & Operations

Oversee Front Desk operations and guest service standards from booking to boarding
Troubleshoot guest concerns and support real-time operational needs
Coordinate communication between shore-based and on-water teams

Payroll & Administration

Track staff hours and verify schedule accuracy for payroll
Maintain organized staff records and administrative files

Off-Season Planning

Review and improve scheduling systems and internal workflows
Update policies, manuals, and training materials
Support seasonal launch planning and operational readiness for the following year

Schedule & Work Environment

Off-season: Monday to Friday, 9:00 am to 5:00 pm
Peak season (April to November): variable hours, weekends, and time-sensitive operational needs
Both of our downtown Victoria locations – Wharf Street and Kingston Street at the Coast Hotel

What We’re Looking For

Proven experience leading teams in a fast-paced tourism or hospitality environment
Strong scheduling and organizational skills
Clear, confident communicator who can work well with both staff and guests
Comfortable managing shifting priorities and handling real-time problem-solving
Experience with staff training and performance management

Salary/Wage

28-30/hr

Job Application Process

Send your resume and a brief cover letter to eric@orcaspirit.com with the subject line: Guest Experience & Naturalist Manager.

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