What are the responsibilities and job description for the Motor Coach Manager On Duty position at MEARS DESTINATION SERVICES INC?
Job Title: Motor Coach Manager on Duty (MOD)
PAY: Discussed during the interview process
SCHEDULE: This position operates within a 24/7 environment that may require applicants to work day, evening, and/or night shifts as well as holidays and weekends.
General Description:
Under the direction of the Sr. Manager of Bus Operations, the Manager on Duty (MOD) is responsible for supervising and coordinating internal operational staff, including dispatchers, schedulers, cashiers, and drivers—during assigned shifts. The MOD is empowered to make real-time decisions to uphold company service standards, ensure operational efficiency, and address immediate service or personnel concerns as they arise.
Key Responsibilities:
Operational Oversight:
- Supervise internal operations staff during assigned duty periods, ensuring smooth and efficient day-to-day functioning.
- Use independent judgment to make operational decisions or adjustments to uphold service quality and company standards.
- Respond quickly to operational challenges, including service disruptions, emergencies, or personnel shortages.
Staff Supervision & Communication:
- Provide direction, guidance, and support to internal staff, counsel team members when necessary.
- Draft and submit disciplinary reports to the Sr. Manager of Bus Operations for further action.
- Maintain open lines of communication with staff, supervisors, and upper management.
- Address and escalate employee concerns, contributing to problem-solving discussions and employee relations efforts.
Customer Service & Issue Resolution:
- Serve as a point of contact for resolving complaints or issues raised by customers, hotel partners, and attraction representatives.
- Ensure timely, courteous, and professional responses to all service-related inquiries or concerns.
- Promote a customer-focused culture and contribute to enhancing the overall guest experience.
Administrative Duties:
- Complete the MOD report accurately and legibly during each shift and distribute accordingly.
- Report emergencies or significant incidents to the Safety Department and/or relevant Operations Managers.
- Arrange for towing or roadside assistance as needed.
- Assist with the scheduling and coordination of personnel for special projects or events.
- Prepare and distribute internal communications, reports, and departmental data as required.
- Attend management meetings and contribute insights or operational feedback.
Additional Responsibilities:
- Provide cost-saving or service improvement suggestions to management.
- May be required to perform duties of dispatcher, scheduler, or cashier during staff shortages.
- Perform other related duties as assigned to support the operations department.
- May be required to perform other related duties as requested.
Qualification Requirements:
Education: High School Diploma or equivalent.
Experience: Minimum one year supervisory or management experience in the transportation industry; or three years of experience in management and leadership positions; or extensive in-house operational knowledge. Proven experience in transportation or logistics operations preferred.
Skills:
Strong leadership and problem-solving abilities with the ability to make sound decisions under pressure. A oral and written communication and interpersonal skills.
Must have good analytical skills in dealing with multiple passenger pick-ups and drop-offs.
Must be able to memorize and recall locations of lodgings, attractions and other destinations in the Greater Orlando area.
Knowledge of:
Working knowledge of transportation regulations and safety protocols and of the Greater Orlando area is a plus.
Licenses:
Valid Florida Driver’s License with a good driving record.
Special Requirements:
Must be able to remain calm, pleasant, and poised in high-pressure situations.
Flexibility to work varied shifts, including weekends and holidays.
ESSENTIAL FUNCTIONS:
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Must be able to communicate over two-way radio, by telephone or in person in clear fluent English in a friendly, courteous and professional manner to drivers, customers, guests, co-workers or other persons.
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Must be able to understand and perform addition, subtraction, multiplication, division and percentages.
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Must be able to access, input and retrieve information from a 10-key calculator and desktop system.
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Must be able to efficiently and quickly analyze, understand and organize passenger trips with multiple pick-ups and drop-offs and relay the necessary information to drivers.