Guest Service Representative, Hop-, Hop-Off

Start Date: Training starts in mid April 2026

Work Hours:Seasonal, Full-time + Part-time roles available. Shifts starting as early as 7:30am and ending as late as 4:30pm

Location: Downtown Vancouver

Wages:$19.00 per hour + commission =
Average Earnings of $22.57/hour

As a Guest Service Representative, your main role is to scan and redeem Hop-On Hop-Off tickets, assist drivers as needed, support guests with boarding and disembarking, and upsell tours or attractions onboard. You will confidently answer guest inquiries, provide a warm and welcoming experience, and work collaboratively with the team to ensure smooth daily operations. This role also includes supporting cruise ship terminal operations on peak days, with shifts starting as early as 7:30 a.m. The position requires the ability to work outdoors in all weather conditions and to comfortably stand or walk for extended periods.

• Assisting Hop Drivers to ensure guest expectations are met, including boarding, disembarking, and on-board support
• Efficiently scanning Hop-On Hop-Off tickets and processing voucher redemptions
• On-board upselling of tours or attractions at stops while maintaining a focus on service excellence
• Selling and booking our Hop-On Hop-Off tour, guided sightseeing tours + attractions through a handheld point of sale (POS) system
• Being guest focused and sales driven, working to meet and exceed sales targets and guest expectations
• Providing exceptional guest service at all times, ensuring smooth interactions and creating meaningful connections with guests
• Organizing and managing guest lineups during peak times to ensure smooth operations
• Welcoming and assisting cruise ship passengers at the Port of Vancouver cruise ship terminal on peak days
• Supporting the Luggage Storage program within the cruise ship terminal as required
• Professionally addressing guest complaints or concerns, escalating to Supervisor when necessary
• Keeping up to date with operational updates and communicating relevant information amongst team members

• You have strong guest service and communication skills; able to provide a welcoming experience and answer inquiries confidently
• You are a quick learner with a professional and positive attitude
• You have strong knowledge of Downtown Vancouver and surrounding areas, including key attractions and experiences
• You are comfortable standing and walking outdoors for extended periods; occasional luggage handling required
• You have familiarity with POS systems. Proficiency with credit card is an asset
• You are flexible and adaptable, available to work any day of the week including weekends and holidays
• You work well both independently with minimum direction, and as part of a team in a fast-paced environment
• You are fluent in English, written and oral. Ability to speak a second language is a bonus
• You are legally entitled to work in Canada

• Paid training
• Free admission and discounts to over 90 attractions through the Tourism Privilege Pass
• Central downtown Vancouver office with easy access to all transit routes
• Monetary incentives – guest reviews and sales
• Referral program reward – get your professional colleagues to join our team
• Internal and external recognition programs for fun awards and prize opportunities
• Familiarization tours on our products and a plus one
• The little things like free coffee, tea, hot chocolate, and water (available in-office)
• Respectful and safe work environment

Please include a Cover Letter when submitting your Resume.

Join the team at Big Bus Tours Vancouver Westcoast Sightseeing! We operate Vancouver’s Double Decker Hop-On Hop-Off tours, as well as guided tours to Downtown Vancouver, Whistler, Victoria, and the North Shore.

We have been a Top Nominated Company at the Vancouver Tourism Awards for three years in a row since 2023! The rise to the top is a testament to our team’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.

We are an equal opportunity employer committed to equity, diversity, and inclusion. We strive to maintain a workplace that welcomes and values people of all backgrounds, identities, and abilities.

BBTVWCS respectfully acknowledges that our offices are located on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Nations.