Tour Logistics Supervisor

Role Summary: 

The Tour Logistics Supervisor is responsible for overseeing answering phone calls and emails from guests, using FareHarbor software to book guests on tours, writing transportation dispatch and helping with dock operations and needed. This role includes supervision of transportation, dock operations, customer service for both cruise line allotments and independent direct bookings. Transportation Logistics Supervisor ensuring high-quality service and operational efficiency. The individual in this role must be organized, proactive, detail-oriented, and capable of handling multiple tasks and challenges while delivering excellent customer service.  

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

• Tour Coordination & Logistics: Oversee all logistics for tour operations, including coordinating transportation, dock operations, and tour schedules. Ensure that all elements, such as vehicle scheduling, dock activities, and customer service interactions, are executed efficiently.  

• Customer Service Excellence: Assist with being the point of contact for cruise line participants, and independent guests, addressing concerns and ensuring high levels of customer satisfaction. Lead efforts to anticipate and meet guest needs and ensure a positive experience.  

• Inventory & Scheduling Management: Manage tour inventory on FareHarbor, including tracking and coordinating bookings for both cruise line and independent customers. Ensure daily inventory is aligned with tour capacity and help communicate to the dock sales team.  

• Problem-Solving: Be prepared to resolve any unexpected challenges that may arise during tours to ensure seamless operations.  

• Collaboration & Communication: Work closely with site managers, dock operations teams, and dock-sales staff to ensure smooth operations across all tour activities. Communicate any tour, bus, or schedule changes promptly to the relevant teams.  

• Documentation & Reporting: Regularly report on tour performance, including updates on inventory, customer feedback, and any operational challenges to the Tour Logistics Manager.  

• Safety & Security: Promote the company’s Safety Management System and ensure that all safety and security protocols are followed by the team and guests. Ensure confidentiality and professionalism at all levels of operation.  

• Other Duties as Assigned: Take on additional responsibilities as required to ensure the success of tour operations and company objectives.  

Requisite Knowledge, Skills, & Abilities: 

• Strong customer service orientation with the ability to anticipate and meet guest needs.  

• Excellent communication skills, both written and oral.  

• Strong leadership with a focus on development and collaboration.  

• Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.  

• High level of organizational skills and accuracy, particularly in inventory and scheduling.  

• Self-motivated, proactive, and capable of problem-solving independently.  

• Ability to adapt to changing schedules and priorities, with flexible working hours.  

• Knowledge of industry-standard software for inventory management and customer service platforms (e.g., Fare Harbor, Werewolf, PicThrive).  

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: 

• Minimum of 2 seasons in cruise line tour operations. 

• Proficient in Microsoft Office and knowledgeable with point of sales systems.  

• A valid state driver’s license with a clean driving record. 

• No felony convictions or criminal convictions that would interfere with job responsibilities. 

• Minimum 18 years old.