Tours Sales Agent

Role Summary:

As a Tour Sales Agent, you will be responsible for driving sales and providing exceptional customer service to guests arriving at the cruise ship dock, seeking tours and experiences with Kawanti Adventures. You will actively promote available tours, assist guests through the booking process using the FareHarbor Dock system, and ensure a smooth and seamless experience. You will also be required to adhere to company policies, as well as the rules and regulations of the Ketchikan Visitors Bureau, the City and Port of Ketchikan. Additionally, successful completion of Alaska Host Training is required.

Essential Responsibilities and Duties of the position include, but are not limited to:

• Sales Support: Actively engage with guests disembarking from cruise ships to promote and sell available tours. Offer in-depth knowledge of all tours, schedules, and packages, and match guests to the most suitable options based on their interests.
• Customer Interaction: Deliver personalized service by understanding the specific needs of each guest and offering recommendations that meet those needs, ensuring a high level of satisfaction and conversion.
• Booking Management: Handle tour reservations through multiple channels (phone, email, walk-ins, etc.), ensuring all bookings are accurately processed and entered into the system in a timely manner.
• Customer Education: Provide guests with in-depth knowledge of available tours, activities, schedules, and logistics. Answer all customer inquiries in a professional and friendly manner.

Requisite Knowledge, Skills, & Abilities:  

• Experience: Previous experience in sales, customer service, or tourism is preferred.
• Professional Appearance: Adhere to company dress code and maintain a polished and professional appearance at all times.
• Sales Skills: Proven ability to upsell and meet sales targets, with excellent persuasion and negotiation skills.
• Communication: Exceptional verbal and written communication skills with the ability to engage with a diverse clientele.
• Problem Solving: Ability to handle customer concerns or complaints diplomatically and find solutions quickly to ensure customer satisfaction.
• Attention to Detail: Strong organizational skills with the ability to accurately handle bookings and customer data.
• Team Collaboration: Ability to work effectively in a collaborative, team-oriented environment, while also managing individual tasks.
• Punctuality: Demonstrate dependability, ensuring timely responses to customer inquiries and punctuality in meeting scheduling needs.

Physical Demands and Requirements:  

• Mobility across the site.  
• Ability to handle stress and pressure created by simultaneous demands.   
• Ability to work on-site, indoors and outdoors, with exposure to noise, heat and cold.  
• Ability to frequently work at a fast pace with unscheduled interruptions.  
• Ability to work with members of the public, requiring appropriate appearance and attire.  

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.  

 Experience/Education Requirements:  

• Sales and/or Tourism Experience: Prior experience in sales and/or the tourism industry is required.  
• Criminal History: No felony convictions or any criminal offenses that would interfere with job responsibilities.  
• Port and Bureau Compliance: No prior violations or issues with the Port of Ketchikan or the Ketchikan Visitors Bureau.  
• Age: Must be at least 18 years old