SKAGWAY GUEST SERVICES ASSOCIATE JOB DESCRIPTION

TIMEFRAME: Seasonal

JOB DESCRIPTION

The main responsibility of the Skagway Guest Service team (also referred to as ‘Dock Rep’) is to carry out the company’s mission of providing clients with a safe, enjoyable, and educational wilderness experience. The Skagway dock reps facilitate the operation of all our day programs by collecting passengers, collecting tickets and waivers, and driving transfers. The guest services associate is the first point of contact guests have with the company are relied on to set a standard of professionalism and care. This is a high-paced, high-energy position crucial to daily Skagway and Haines-based operations. 

REQUIREMENTS

• Prior office and/or tourism experience preferred
• Have a clean driving record and be able to be placed on our company auto insurance
• Must have or obtain a basic first aid and CPR certification
• Must be able to think nimbly and problem solve quickly and effectively

• Willingness to help in other areas as needed including but not limed to, driving/guiding tours, expedition sales, assisting Skagway office.
• Must be willing to obtain a Class B CDL with Passenger and Airbrake endorsements.

JOB DUTIES

Reports to Guest Services Manager

Assisting the Guest Services Manager in running daily operations which includes but is not limited to:

• Meet guests disembarking cruise ships.
• Collect tickets and ensure each guest correctly completes the appropriate waiver/assumption of risk form.
• Give guests a rundown/synopsis of the tour they are taking and answer any questions they have.

• Check in/out with ship shore excursion staff.
• Collects tickets and waivers from other guides as they leave the pier.
• Organize and file waivers according to tour in the office
• Appropriately fill out ship settlement forms.
• Settle with ships at the end of the day to ensure payment for tours given.

• Walk guests or drive guests to the tour departure location.
• Drive and Guide for our Yukon Extended Summit Drive and Gold Rush Scenic Drive excursions
• Assist in driving needs for other excursions
• General administrative/marketing support.
• Administrative and management support
• Prepare daily ship summaries for cruise lines and AMG management.
• Invoice management and filing
• Support projects and additional responsibilities as needed.

WORKLOAD

June, July, and August are busy and the Skagway Guest Services Associate can expect to receive 40 hours per week. The nice thing is that Alaska has very generous overtime laws and the Guest Services Associate can expect quite a jump in your paycheck size. 

LIVING SPACE AND RENT STRUCTURE 

Employee housing is located in downtown Skagway, the grocery store and other attractions are within walking distance from housing. Accommodations consist of shared rooms typically 2-4 beds to a room, although the largest room is a 6-occupant bunkroom. Each house features shared bathrooms, a kitchen area, and living room. Employees residing in housing are expected to respect others and maintain a clean living area. Rent procedures are outlined in the Employee Manual. The two downtown houses share a large yard and mountain views, providing a fantastic base for our team. 

Additional Notes

• Rent deductions are made twice a month with 50% of the month’s rent deducted from the 1st and 2nd paycheck.
• Rent is prorated for the first month, rent for the last pay period will be deducted in full even if you vacate housing early.
• Employees must vacate housing within 48 hours of their final shift unless other arrangements have been approved by management.
• Failure to abide by rules outlined in the employee manual and housing agreement may result in immediate expulsion from employee housing.
• Pets- No Cats, No Dogs. First season employees may not bring pets. Any other pets must be approved by management. Approval may be rescinded if your pet causes problems or is not friendly towards humans or other animals.