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

Summary

The position works with cruise line shore excursion staff, motor coach dispatchers and driver / guides, vessel crew, and other dock personnel to ensure our tours depart and arrive in a timely fashion, and according to the quality and customer service standards set by Allen Marine and the cruise lines.

Essential Duties & Responsibilities

Greet guests upon arrival at the dock and assist with boarding buses or boats.
Ensure timely and efficient departures of tours to maintain daily schedules.
Maintain organization of dock area and assist with crowd control when necessary.
Provide assistance and information to guests as needed during their embarkation process.
Company liaison to shore excursion staff, assisting with sales and logistics. This includes working with bus companies and ship staff to ensure passengers' special needs are met.
Collect tickets / vouchers as passengers board vessels and motor coaches. Verify and count tickets for all departing guests.
Effectively communicate with other Allen Marine employees via company radios.
Conduct end of day settlement with cruise line representatives.
Assist with the distribution of promotional tour materials.
Maintain periodic reports of passenger counts and daily sales.
Maintain a professional and friendly attitude and be able to answer a variety of questions about Allen Marine Tours and Southeast Alaska.
Assist with greeting and dispatching charter groups.
Answer office telephones as assigned, respond to basic inquiries, and book independent guests.
Greet independently booked guests and ensure they board the correct vessel or bus.
Collaborate with team members to maintain cleanliness and organization in all work areas.
Other duties as assigned. Special projects may be assigned as required by the business.
Support the retail and supply teams as needed. Responsibilities include, but are not limited to, restocking vessels and supply areas, cleaning company vehicles, completing requisition forms, maintaining inventory of uniforms, and performing other tasks as assigned.

Minimum Qualifications (Knowledge, Skills and Abilities)

Customer service experience is preferred.

Must maintain a professional and friendly attitude in a fast-paced environment.

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

Comfortable approaching and speaking to visiting guests.

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.

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

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

Prior experience working in tourism / travel industry.

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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