What are the responsibilities and job description for the Lead Dock Representative position at Allen Marine Inc?

Job Description

Summary

The Lead Dock Representative oversees dock operations while collaborating with cruise line shore excursion staff, motor coach dispatchers, driver / guides, vessel crew, and other dock personnel. This role ensures the timely departure and arrival of tours while maintaining the highest quality of customer service and operational efficiency. The Lead Dock Representative is also responsible for team leadership, operational oversight, and administrative coordination.

Essential Duties & Responsibilities

Lead and supervise dock staff, ensuring consistent performance and adherence to company standards.
Train and mentor new dock representatives, providing ongoing coaching and development.
Resolve operational issues, guest concerns, and staffing challenges efficiently.
Conduct team meetings, after actions, and coordinate shift schedules.
Oversee guest check-in and boarding processes, ensuring smooth and efficient operations.
Monitor and manage daily tour schedules, adjusting logistics as needed to maintain punctuality.
Ensure dock area cleanliness, organization, and adherence to safety protocols.
Handle high-pressure situations with professionalism and problem-solving skills.
Serve as a primary company liaison to cruise line shore excursion staff, managing sales, logistics, and special requests.
Coordinate with transportation providers and ship staff to accommodate passenger needs.
Communicate clearly and effectively with all team members using company radios and other communication tools.
Oversee the ticketing process, including voucher collection, verification, and reconciliation.
Ensure accurate passenger counts, sales records, and operational reports.
Conduct daily financial settlements with cruise line representatives.
Use computer systems to manage schedules, passenger manifests, and sales records.
Generate and submit detailed daily and weekly reports.
Assist with reservation management, including booking and confirming independent guest reservations
Lead special projects aimed at improving dock operations and guest experiences.
Collaborate with retail and supply teams for restocking vessels, maintaining vehicle cleanliness, and managing uniform inventory.
Ensure compliance with company policies and industry regulations.

Minimum Qualifications (Knowledge, Skills and Abilities)

Customer service experience is preferred.

Exceptional customer service and conflict resolution skills. Capable of handling guest concerns with empathy and efficiency.

Proven leadership and communication skills. Ability to lead by example and maintain a productive work environment.

Able to direct and speak to large groups.

Must prioritize and manage time-sensitive tasks with attention to detail.

Ability to solve problems quickly and confidently, both independently and as a team.

Ability to build positive relationships with co-workers and company partners.

Must be clean, well-groomed, courteous, honest, punctual, and reliable.

Comfortable approaching and speaking to visiting guests.

A valid driver’s license is required for employees authorized to operate company vehicles.

Strong computer skills, including proficiency in Microsoft products.

Must be able to pass 4-panel (non-DOT) pre-employment drug test. Employees are subject to additional 4-panel drug testing based on reasonable suspicion or following an accident.

Preferred Qualifications

Familiarity with cruise line and tour operations is preferred

Prior supervisory experience

Customer relationship management experience

Traits and Characteristics

To deliver world-class experiences guided by the following Alaska Native cultural values safely and sustainably.

Embrace Traditional Alaska Native Cultural Values that include Humility and pride, Respect for all people, including oneself, Respect for nature, Humor, Patience, Strength, and Holding each other up.

Follow & Deliver Core Values :

Safety First : We prioritize our guests and team members' safety and well-being, ensuring secure and enjoyable experiences.

World-Class Employment : We strive to be a world-class place of employment, valuing hard work, mentorship, a sense of ownership, and opportunities for career growth.

World Class Guest Services : We are committed to exceeding guest expectations, delivering world-class experiences that showcase our hospitality and the beauty of Alaska.

Collaborative Professionalism : Embracing collaboration within our organization with a professional spirit, understanding that amidst laughter and play, our dedication to excellence and integrity remains unwavering.

Community Collaboration : Actively choosing to partner with neighbors and the community across Alaska, making a conscious effort to support local businesses and create social and economic opportunities through meaningful cooperation beyond our organization.

Sustainability at our core : We are dedicated to sustainable operations for future generations.

Curiosity & Innovation : We encourage a culture of curiosity and innovation, striving to be early adopters in technology and staying ahead in our commitment to continuous improvement.

Integrity- Driven Decisions : Integrity guides every decision we make, ensuring transparency, honesty, and ethical conduct in all aspects of our operations.

Cultural Respect & Sharing : We deeply celebrate and honor our Alaska Native heritage, fostering intergenerational connections, embracing family values, and contributing to the cultural richness of our communities.

Environmental Conditions

The environmental conditions are those that an employee may be subject to successfully perform the essential functions of this job.

Must be comfortable working indoors and outdoors in all types of weather.

Physical Demands

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Occasionally required to lift and / or move up to 50 pounds.

Ability to walk on uneven deck surfaces crossing from vessel to vessel.

Must be able to stand for long periods and walk up to 3 miles per day.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This is a fast-paced and dynamic work environment with a diverse workforce.

Ability to work a flexible schedule to include weekends and holidays during the tour season.

Must adhere to Allen Marine, Inc., & Affiliated Companies, and the United States Coast Guard Consortium Drug & Alcohol Policies & Procedures.

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