Guest Services Manager

Goldbelt Incorporated•Juneau, AK

65d•$58,000 - $70,000

About The Position

Goldbelt Incorporated is an Alaska Native Corporation (ANC) headquartered in Juneau, Alaska, whose mission is to make a significant and positive difference in the lives of more than 4,200 Alaska Native shareholders. Alaska Native Corporations hold a distinct purpose and share a familiar creation story born in an act of Congress in 1971. Join a fast-growing "forever" company that manages over 30 subsidiaries and provides centers of excellence in a shared service center model based out of Herndon, Virginia. At Goldbelt, we place a strong emphasis on recognizing and rewarding the dedication and hard work of our team members in pursuit of our company's mission. We are a team focused on gold standard customer service and professional growth with competitive benefits and profit-sharing plans and help support a business model that gives back to the community of shareholders. SUMMARY: Responsible for supervising guest and ticketing services, ensuring services are run efficiently, collecting and submitting daily ticketing counter sales and cruise ship reconciliation for vouchers, in order to secure and increase sales and offer top of the line services and a better product for tramway guests. This position requires flexibility in scheduling, particularly during the cruise ship season when operations run seven days a week. Candidates must be available to work irregular hours, including weekends and holidays, throughout the summer season. Please note that availability during this period is nonnegotiable. The winter schedule typically follows a Monday through Friday format.

Requirements

Excellent communication and customer service skills.
Skill in operating personal computer, utilizing a variety of computer software.
Working knowledge/familiarity of tram operations systems.
Skill in establishing and maintaining cooperative working relationships with other employees. Ability to work directly with the public, providing information and assistance on a daily basis.
Strong cash handling and sales receipts reconciliation skills.
Ability/willingness to learn and pass on to passengers those areas of interest to visitors, such as local history, people, culture, geography, etc.
Working knowledge of Southeast Alaska tourism market, travel distribution channels, product and services sales; the practices of cruise line shore excursion services.
Bachelor's degree in business, marketing, or hospitality management, OR four years of experience in the tourism industry as a supervisor or lead, including cash handling and reconciliation skills.
Minimum three years of combined professional and supervisory experience involved with tourism, travel, or hospitality services.

Nice To Haves

Current CPR and first aid certificates; drug testing may be required.
Experience in the Alaska travel industry.
Sales and business development experience.

Responsibilities

Coordinates guest/ticketing service functions with other tramway managers in order to contribute to a quality packaged product and smooth, consistent operations.
Oversees the ticketing operation, ensuring that the system is functioning accurately and efficiently and is producing correct numbers and reports of sold tickets, sales receipts, and collected monies.
Responsible for hiring, supervision, scheduling, evaluation, and disciplining all guest/ticketing services staff with subordinate supervisors; also, develops, provides, or arranges for training new and current employees in all aspects of tramway guest service and ticket sales/processing.
Assigns work to staff involving ticketing functions, season passes, harbor station activities, ship passenger escort services, the upper terminal greeting services, and the theater operations, developing weekly schedules.
Reviews ticketing reconciliations, settles with each cruise ship's shore excursion services staff and/or purser for their pre-purchased cruise tour vouchers; closely coordinates activities at all times with each ship's staff in order to collect and submit reconciliation for the vouchers, and to ensure that a good and beneficial working relationship is established and nurtured; closely coordinates reconciliation activities with ticketing staff and those guest services subordinates who are also allowed to settle daily with ships' staff.
Manages to the required budget and sales level set for the Ticketing and Guest Services departments; controls expenditures and payroll (including timesheets). Receives and attempts to resolve customer complaints, comments, and requests, providing information and recommendations for improvement to managers.
May be called upon to act as the manager on duty (MOD) during the General Manager's and Director of Operations' absences.
Works with the Guest Services Supervisor in the development and coordination of ongoing orientation and continual training in customer services, sales and marketing, and/or passenger safety and comfort to all tramway staff that interact frequently with guests.
Identifies discrepancy and/or problem areas to be resolved, the training outline to be followed and the arrangement for resources to be used throughout the season.
Resolves unusual problems presented by difficult customers, special group needs, credit card transactions, etc.
Performs other incidental and related duties as required and assigned.