Reports to: Tour Sales Manager

Category: Year-Round benefited

Summary:

Guest Services Representatives sells tickets, ensure guests meet the required excursion requirements, ensure guests sign excursion waivers (as required), announce excursion departures, escort guests to their tour vehicle, load guest on the assigned gondola and ensure timely departures of assigned tours.

Essential Duties and Responsibilities:

• Assists with hiring and training new employees.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy. Plans and organizes daily activities related to food production and operations ensuring high quality and excellent service.
• Measures productivity by analyzing performance data, financial data, and activity reports. Coordinates with other support departments such as human resources, finance, and logistics to ensure successful operations.
• Serve as in tour sales, and guest services as needed to allow breaks.
• Stays withing labor and revenue goals.
• Assists with, or prepares and updates, organizations operations manual and policies.

• Conduct all activities and decisions according to Icy Strait Point’s guiding principles: BAP: Best, Authentic, Profitable Cruise Destination
• Provide excellent customer service to all ISP employees and guests

• Promote other Icy Strait Point venues, distribute literature and/or sell merchandise
• Assist within programs wherever needed

• Ability to work individually and as a team member when necessary
• Other duties as assigned.

Requirements:

• Excellent managerial and supervisory skills.
• Extensive knowledge of tour or hospitality operations management.
• Ability to interpret financial data as needed to set goals.
• Excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite or similar software.
• Bachelor’s degree in Outdoor Tourism Recreation, Hospitality Management or Business Administration, or related work experience.
• Two years of related supervisor experience required.

Physical Requirements & Work Environment:

• Willing to live in a remote, rural community
• Comfortable traveling by small plane or ferry to and from a remote setting
• Able to walk and drive on gravel roads in inclement weather

• Capable of moderate physical activity including standing, walking, reaching climbing, and lifting weight in excess of 25lbs; able to visually identify safety hazards

Icy Strait Point is a Native-owned and operated enterprise and offers Native Preference under P.L.93-638.