What are the responsibilities and job description for the Dock Representative position at Kawanti Adventures and Taquan Air?
Role Summary:
As a Dock Representative, you will be responsible for providing excellent customer service to guests, those arriving from cruise ships or other tour groups. Your role will involve assisting customers, answering phones, offering in-depth knowledge about tours, and ensuring the smooth and safe operation of daily activities. You will be key in maintaining communication with cruise line staff, transportation companies, and operation teams while overseeing the logistics and coordination of tour departures.
Essential Responsibilities and Duties of the position include, but are not limited to:
- Tour Coordination: Manage the flow of multiple tours and departures, sometimes from different ships, ensuring all operations run smoothly at multiple docks.
- Customer Interaction: Build and maintain positive relationships with customers, cruise line representatives, and other tour companies to ensure a seamless experience for all guests.
- Safety Briefings: Provide pre-tour safety instructions to groups of passengers, ensuring all guests are informed and ready for their experience.
- Communication: Stay in regular contact with cruise lines, transportation companies, and tour participants, communicating any delays or operational issues, such as weather challenges.
- Record Keeping: Accurately track daily ship counts and any other pertinent operational data.
- Collaboration: Work closely with operational teams to coordinate tour capacity, ship counts, and daily scheduling needs.
- Invoicing and Settlements: Ensure that invoicing and settlements for all tours are processed accurately and in a timely manner.
- Tour Quality: Monitor the quality of tours and report any issues or suggestions for improvement to the supervisor.
Requisite Knowledge, Skills, & Abilities:
- Training: Completion of company-specific training is required.
- Professional Appearance: Adhere to the company uniform policy and maintain a professional appearance.
- Team Collaboration: Ability to communicate effectively and collaborate as part of a dynamic team.
- Punctuality: Demonstrate reliability and respond quickly to communications without disrupting the guest experience.
- Technology: Must be able to use a smart phone to communicate with team members, and scan tickets
- Multitasking: Must be able to do multiple tasks at once
Physical Demands and Requirements:
- Mobility across the site.
- Ability to work with members of the public, requiring appropriate appearance and attire.
- Ability to frequently work at a fast pace with unscheduled interruptions.
- Ability to work on-site, indoors and outdoors, with exposure to noise, heat and cold.
- Ability to stand or walk for extended periods of time.
- Ability to work long hours, including weekends and holidays, in a fast-paced, sometimes high-pressure environment.
ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
Experience/Education Requirements:
- A valid state driver’s license with a clean driving record.
- No felony convictions or criminal convictions that would interfere with job responsibilities.
- Minimum 16 years old.