Shore Operations Manager - Victoria
Prince of Whales Whale WatchingShore Operations Manager – Victoria
Position summary
.As Shore Operations Manager, you’ll be the heartbeat of our daily marine tour operations in Victoria’s iconic Inner Harbour! This full-time, permanent, year-round leadership role keeps our fleet moving, our guests smiling, and our incredible coastal operations running seamlessly on site. Reporting directly to the Manager of Operations, you’ll lead, empower, and inspire an awesome team—including captains, deckhands, marine naturalists, and guest services crew. Peak season (approx. April–October) brings high energy, weekend buzz, and dynamic shifts on the waterfront!
About Prince of Whales
Prince of Whales is a family-owned marine eco-tourism company offering whale watching and marine wildlife tours from Victoria, Vancouver, and Telegraph Cove. Our crews connect guests with orcas, humpbacks and coastal wildlife while following responsible wildlife-viewing practices. From Victoria's Inner Harbour, we run year-round Zodiac tours, seasonal half-day tours aboard a custom-built, eco-friendly catamaran, as well as private charters and events. We are Biosphere Certified, a Climate Positive company and a 1% for the Planet partner, and we're proud to be an inclusive, 2SLGBTQIA+-friendly workplace.
The Prince of Whales team works closely with our sister companies: Sea Vancouver, North Island Kayak, and Miniature World.
Key responsibilities
Daily tour and shore operations
Build the season-long operations and crew schedule with the sales and operations teams
Ensure the daily success of the sailing schedule, vessel assignments and crew rosters
Coordinate dock, check-in and boarding so departures leave on time
Manage cancellations, delays and rebooking with guest services and reservations teams
Oversee daily retail operations; displaying and selling retail, overseeing inventory stock, reporting sales to accounting department
Safety and regulatory compliance
Uphold and enforce the Safety Management System, including drills, incident reporting and follow-up
Keep vessels, crew certificates and records compliant with Transport Canada requirements
Ensure all tours follow DFO Marine Mammal Regulations and approach distances for whales and wildlife
Lead emergency response planning with confidence and serve as the main on-shore command contact during incidents
People leadership
Recruit, onboard, and train an enthusiastic seasonal crew of naturalists, mariners, and front-office superstars
Build schedules that ensure staffing coverage, adhere to labour code regulations, and approve timesheets for payroll
Coach, evaluate, and retain top talent while fostering a fun, supportive, safe, and inclusive team culture
Fleet and facilities
Coordinate vessel maintenance with operations team and external maintenance vendors
Keep dock facilities, offices, and gear in prime condition while managing inventory and vessel supplies
Guest experience
Set gold-standard customer service to deliver unforgettable guest experiences from check-in to return
Monitor guest feedback and reviews, turning insights into action and resolving escalated concerns gracefully
Facilitate custom groups, charters and special events in Victoria with Sales & Marketing team
Budget and reporting
Oversee daily financial activity at the Victoria location, approve timesheets for payroll, and help manage labour and operating costs
Track KPIs: on-time departures, seat occupancy per departure, cancellations, incidents, guest satisfaction
Attend weekly management meetings, help with cross-department and multi-location projects, and report to ownership
Qualifications
Required
3+ years (or equivalent experience) in marine, tourism or hospitality operations, including 2+ years managing teams
Hands-on experience with vessel operations and marine safety systems
Working knowledge of Transport Canada marine regulations and DFO marine mammal rules
Strong scheduling, budgeting and problem-solving skills under time pressure
Outstanding communicator who brings positive energy and stays cool under pressure with crew, guests, and regulators
No scheduling restrictions during peak season; must be able to work any days and hours of the week, based on the needs of the business
Valid BC driver's license and ability to drive as needed
Physically able to work on docks and vessels in all weather: on your feet for long periods, moving on wet or uneven surfaces, handling lines and lifting gear up to [23 kg / 50 lb]
Comfortable on the water, including time aboard vessels in moving seas
Preferred
Experience with tour booking and scheduling software (Anchor preferred; FareHarbor, Checkfront or similar also welcome)
Post-secondary education in business, tourism or marine operations
Local knowledge of the Salish Sea and Victoria's Inner Harbour
Marine Emergency Duties (MED-DVS), Marine Basic First Aid, SVOP, ROC-M certifications are assets
Working conditions, compensation and benefits
Salary: $65,000+ per year, based on experience
Benefits: Health benefits, cell phone stipend provided
Environment: Primarily office based, dock and on-water work as needed; exposure to weather and moving vessels
Hours: 40hrs/week; hours may be longer in peak season, and lighter in the off-season. Two weeks paid vacation and must be taken in the off-season.