Dock Representative

As a Dock Representative, you will be responsible for providing excellent customer service to guests, especially those arriving from cruise ships or other tour groups. Your role will involve assisting customers, answering phones, offering in-depth knowledge about tours, and ensuring the smooth and safe operation of daily activities. You will be key in maintaining communication with cruise line staff, transfer companies, and operational teams while overseeing the logistics and coordination of tour departures.

Essential Job Functions

• Tour Coordination: Manage the flow of multiple tours and departures, sometimes from different ships, ensuring all operations run smoothly at multiple docks.
• Customer Interaction: Build and maintain positive relationships with customers, cruise line representatives, and other tour companies to ensure a seamless experience for all guests.
• Safety Briefings: Provide pre-tour safety instructions to groups of passengers, ensuring all guests are informed and ready for their experience.
• Communication: Stay in regular contact with cruise lines, transfer companies, and tour participants, communicating any delays or operational issues, such as weather challenges.
• Record Keeping: Accurately track daily ship counts and any other pertinent operational data.
• Collaboration: Work closely with operational teams to coordinate tour capacity, ship counts, and daily scheduling needs.
• Invoicing and Settlements: Ensure that invoicing and settlements for all tours are processed accurately and in a timely manner.
• Tour Quality: Monitor the quality of tours and report any issues or suggestions for improvement to the supervisor.
  

Minimum Requirements

• Training: Completion of company-specific training is required.
• Professional Appearance: Adhere to the company uniform policy and maintain a professional appearance.
• Team Collaboration: Ability to communicate effectively and collaborate as part of a dynamic team.
• Punctuality: Demonstrate reliability and respond quickly to communications without disrupting the guest experience.

Physical Abilities Required

• Ability to stand and walk for extended periods of time.
• Capability to work long hours and irregular shifts, often in a fast-paced environment.
• Comfort working outdoors in variable weather conditions, so proper attire is necessary.