Lead - Guest Port Services

BASIC PURPOSE: This role involved assisting in the overall supervision of shore side operations, responsible for all logistical, staffing and operational needs for pier operations.   Ensuring that quality and reliability standards are maintained at all times and our principles and clients are always attended to with the excellent levels of service which are expected of SMS International Shore Operations.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

•             Performs work according to job requirements with accuracy and efficiency.

•             Performs to earn Management’s full confidence by assuring discreet handling of all business and protects the operation by keeping information confidential.

•             Follows all department and company regulations as outlined in the Employee Handbook.

•             Contributes to the department’s effectiveness by offering information and suggestions, integrating objectives with other functions and accomplishing relating results as needed.

•             Prioritizes and establishes effective operational procedures and updates them to meet changing needs.

•             Communicates and updates management on progress of assigned task and/or related issues that require management’s attention.

•             Keeps job knowledge current by staying informed and participating in training programs.  Attends department meetings, workshops or seminars as required or when applicable.

•             Displays cooperation and teamwork by being available on weekends, after hours, and on short notice, as required and requested by management.  

•             Responsible for any and all duties as assigned by management.

•             Plans, allocates, and manages staff resources that outline and support department procedures and set standards.

•             Maintains, reinforces, and ensures the accuracy and consistency of all staff assignments, schedules, and policies and procedures for respective team.

•             Ensures that all staff members have reported to work and signed in.   Additionally, monitors that all staff members have returned from lunch and breaks in a timely manner.

•             Monitors the quality of service provided by staff to ensure optimal quality customer service and works to identify and address any deficiencies.

•             Develops and maintains a good working relationship with the staff at the port, on behalf of our operational needs.

•             Ensures all staff members are in uniform at all times.

•             Assists with the training of all new SMS International Shore Operations Staff in the areas of operational strategies, guest complaints, guest resolutions, personnel issues, etc.

•             Satisfies training and development needs of customer by identifying learning objectives for staff. Oversees all aspects of the training program including the effectiveness of trainers and the development and implementation of new material and procedures.

•             Ensures compliance of new operational policies and procedures by service providers.

•             Identifies and resolves issues by facilitating discussions to identify problems, examining, and presenting alternative solutions.

•             Coordinates all port needs for ship inspections, special assignments.

•             Keeps immediate supervisor aware of the daily operational needs and reports any problems.

•             Completes reports after every sailing and submits to corresponding personnel.   

•             Communicates with supervisors weekly and provides feedback on any item that need reviewing or addressing.

•             Reviews all correspondence and follows up in a timely manner.

QUALIFICATIONS:

Education:

•             High School Diploma or equivalent.

Experience:

•             Must be a current SMS employee for 6 months or more. 

•             Minimum of one-year experience in a customer service/logistics environment, preferably in the travel industry.

Knowledge, Skills & Abilities:

•             Demonstrated ability to communicate in English, sufficient to provide information and answer general questions.  

•             Knowledge of, or ability to learn practical computer skills to accurately register guests and navigate screens to perform computer based functions.

•             Good organizational and customer service skills.  

•             Ability to work effectively in a multi-tasked, fast-paced environment in front of large groups.

•             Required to be available on weekends, after hours, and on short notice, as requested by management.

WORK CONDITIONS/ PHYSICAL DEMANDS & TRAVEL:

•             Position includes frequent standing, walking, lifting, pushing and pulling for up to 6 hour increments on average.

•             Ability to safely maneuver wheelchairs; includes pushing and pulling guests on wheelchairs through all terminal areas and up and down ramps.

•             Ability to physically transfer or assist passengers in/out of wheelchair, whose weight is approximately 100-300 lbs.

•             Ability to stoop, kneel, bend, crouch, lift or carry.

•             Position is exposed to indoor/outdoor work environment at piers and terminal locations under varying weather conditions.

•             Flexibility to work hours ranging from 5:00am – 4:00pm or until ships departures; includes weekdays, weekends and holidays in various ports as assigned.  

•             Must have the ability to perform the essential functions of the job with or without reasonable accommodation.