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Safety Services (Security) Investigator

5920 River Rd, Niagara Falls, ON L2G 3K9, Canada Req #21
Thursday, March 7, 2019
Hornblower Niagara Cruises is Canada’s ONLY boat ride to the mighty Niagara Falls.

At Hornblower Niagara Cruises, we have a team of amazing people who work together to create memorable and lasting experiences for our guests who visit us from all over the world.  Our commitment to quality, safety and the environment is reflective in everything that we do!  If you are an enthusiastic team player who thrives in a work environment where communication, creativity and cooperation are encouraged, we may just have the opportunity for you!

Position Overview:

The Safety Services Investigator is predominantly present in the lower landing area. They will perform a wide variety of tasks to ensure a maximum level of protection, safety and comfort to both guests and staff visiting/working at Hornblower Niagara Cruises. The investigator responds to various incidents, collects information, documents, evidence, obtains witness statements and prepares detailed reports. As a medically trained first responder, the investigator will respond to all emergencies on Hornblower Niagara Cruises properties and as needed on the vessels.

Essential Duties and Responsibilities:

  • assesses behavior, identifies suspicious activity and potential threats and responds according to standards set forth my management and established processes in the company emergency, security and safety plans
  • responds to and thoroughly investigates incidents involving guests and employees
  • accurately takes notes, conducts effective and timely interviews in order to ensure a thorough investigation has been completed
  • demonstrates an excellent attention to detail and accuracy
  • exhibits exceptional and professional writing skills in all incident reports and QUEST entries; produces clear and concise documents that demonstrate awareness of audience and purpose
  • liaisons with Niagara Parks Police and industry peers on incident specific issues
  • demonstrates strong organizational and time management skills
  • provides instructions and information for guests who have needs, questions and concerns and/or are in unauthorized or restricted access areas
  • communicates drop off and pick up policies with 3rd party service representatives such as bus drivers transporting groups, vendors, etc.
  • assists guests into various lines, e.g., tickets, scanners, photos, gate when necessary
  • provides detailed reports as required by management, such as daily shift logs, incident reports, life safety inspections and customer concerns or issues
  • carries out regular foot patrols, vehicle and screening assignments of Hornblower Niagara Cruises properties
  • physically checks all property points to ensure doors, gates and restricted areas are secure and monitored at all times including CCTV monitoring
  • answers and assists with all questions and inquires posed by guests
  • assures boarding of vessels is timely, safe, and are in compliance with standards
  • assures safety and security procedures are followed at all times
  • resolves guest complaints and discrepancies appropriately
  • responsible for opening and closing procedures if Supervisor or Manager is not on duty
  • maintains a clean, safe, and orderly work environment
  • sets an example at all times of excellent guest service, professional appearance, and positive attitude
  • maintains good relationships with all employees of Hornblower Niagara Cruises, partners and vendors
  • actively participates in all training programs and applies the standards to practice
  • completes all other duties as assigned by management


  • O.S.S.D. or equivalent as recognized by the Ontario Ministry of Education 
  • minimum of 2 years working experience in a security position with a focus on investigations
  • minimum of 2 years working experience in a customer service industry
  • minimum of St. John Ambulance or equivalent Standard First Responder Certification with CPR C and AED endorsement
  • ability to obtain security guard license (as required by the Ontario Private Security & Investigative Services Act)
  • understanding of applicable Health and Safety legislation
  • ability to deal with people in a service-oriented manner
  • ability to remain calm and perform duties under stressful conditions excellent organizational skills including experience in conflict resolution
  • excellent written and verbal communication and customer engagement skills
  • training in the use-of-force and verbal de-escalation is an asset
  • knowledge of another language in addition to English would be considered an asset
  • ability to walk, stand and work in all types of weather conditions for extended periods
  • ability to continually and repeatedly perform functions indoors and outdoors
  • must be willing to work all shifts including days/evenings/overnight shifts including weekends and holidays
Hornblower Niagara Cruises is an equal opportunity employer and we will accommodate your needs under the Canadian Charter of Rights and Freedom and the Ontario Human Rights Code.  Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.  Should any applicant require accommodation through the application or interview processes, please contact Human Resources at 905-394-3108 for assistance.  

We welcome all applicants, however only those selected for an interview will be contacted. 

Other details

  • Pay Type Hourly
  • Employment Indicator Seasonal
  • Travel Required No
  • Required Education High School
  • 5920 River Rd, Niagara Falls, ON L2G 3K9, Canada