Office/Dock Rep

Job Description & Responsibilities: Position serves both on the dock and in the office. Maintains open communication with cruise line shore excursions staff, Alaska X staff, and guests to ensure that the tours depart on time with the correct number of passengers. Responsible for confirming the tour numbers on the docks, informing associated parties, and settling at the end of the day.

MAIN JOB RESPONSIBILITIES:

Ensures guests experience the “E.X.C.U.R.S.I.O.N. of a lifetime” by being attentive to the needs and/or wants of the guests, answering any and all questions guests may have throughout the excursion, and notifying management of unhappy guests and/or obtaining guests’ information for management to contact them

Responds to all phone calls and emails received from ships, guests, and coworkers in a timely fashion

Maintains accurate up-to-date daily tour dispatch sheets, comparison spreadsheets, and complete tour spreadsheets

Maintains and distributes inventory

Runs errands as needed

Maintains the cleanliness of the office

Notifies independent tour companies of available space on departures

Notifies ships when the final tour has returned

When in office, responds to all guest inquiries and strives to close the sale by providing guests accurate information regarding the tour options

Serves as a liaison between Alaska X and cruise ships by developing a positive working relationship with shore excursions staff and utilizing this relationship in various situations

Gathers guests from the cruise ships, and independent tour companies, and interacts with them on the dock while waiting for the driver’s arrival

Ensures all tours leave on time and with the correct number of passengers

Collects guests’ tickets from the drivers, verifies the count of the tickets, and settles for the tickets at the end of the day, recalling situations that may have occurred while on duty should a discrepancy arise

Continuously verifies and communicates accurate information with shore excursions staff, company personnel, and guests

Provides guests and prospective guests with quality information regarding the tours

Maintains an accurate and legible daily tour dispatch throughout the day

Ensures that all daily tour information is recorded in the appropriate places or sent to the appropriate individuals at the end of each day

Strives to sell additional tickets while on the dock by maintaining a professional image

ADDITIONAL JOB RESPONSIBILITIES: As directed by management

Making tour and retail lunch items as needed

ALL POSITIONS IN COMPANY ARE RESPONSIBLE FOR THE FOLLOWING:

Adhering to all company policies

Striving to accomplish goals discussed with management during the monthly evaluations