Office Manager

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. Manages drivers, dock, and office staff. 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

• Trains staff

• Ensures employees are following company policies

• 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