Dock Representative Lead

Job Summary

The Lead Dock Representative is a key leadership position responsible for the coordination, planning, and management of daily tours and services provided to cruise lines and other customers. As the primary liaison between the company, cruise lines, and transportation companies, this role ensures smooth operations, quality service, and efficient communication. Applicants should have a solid background in the tourism industry and possess excellent customer service skills.

Essential Job Functions

• Tour Coordination: Oversee and manage the scheduling and execution of daily tour departures. Ensure that all tours run smoothly and on time, maintaining high standards of quality and customer satisfaction.
• Team Leadership: Supervise and mentor dock staff, providing guidance and support to ensure smooth operations and effective customer service.
• Collaboration with Transportation: Work closely with transportation companies to coordinate ship counts, tour allocations, and logistics, ensuring efficient tour scheduling and departure management.
• Schedule Preparation: Prepare and manage daily schedules for tour departures, ensuring that all groups are accounted for, and departures are timely.
• Financial Management: Ensure accurate and timely processing of tour settlements and invoicing for each cruise ship, including verifying the completion of services provided and coordinating financial records.
• Relationship Management: Cultivate and maintain strong, professional relationships with cruise line personnel, transportation companies, and other partners to ensure seamless coordination of services.
• Quality Control: Monitor the quality of services provided to customers and identify areas for improvement. Implement strategies for enhancing the guest experience and tour operations.
• Problem-Solving: Address any operational or customer issues that arise during daily operations and take proactive steps to resolve them in a timely manner.

Minimum Requirements

• Experience: A background in tourism operations, particularly in coordinating tours or managing dock services, is required. Experience in a leadership or supervisory role is preferred.
• Customer Service: Excellent interpersonal and communication skills with a strong focus on customer satisfaction.
• Leadership: Proven ability to manage and lead a team, with strong decision-making and problem-solving skills.
• Organizational Skills: Ability to manage multiple tasks simultaneously, prioritize responsibilities, and ensure timely execution of tour departures.
• Flexibility: Ability to adapt to changing schedules and conditions, especially when working with cruise lines, transportation, and tour groups.

Physical Abilities Required

• 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.
• Ability to work outdoors in varying weather conditions and adapt accordingly.