Tour Sales & Services Manager

Kawanti Adventures and Taquan Air•Ketchikan, AK

8d•$80,000 - $95,000

About The Position

The Tour Sales & Services Manager is a senior leadership role responsible for overseeing the company’s cruise line relationships, tour sales & development, logistics, dock, and transportation operations. This position provides strategic guidance, operational support, and cross-departmental alignment to ensure seamless guest experiences and revenue growth for all tours. The Tour Sales & Services Manager works closely with internal tour teams at ARS and Taquan Air, the marketing team, and external partners, including cruise lines, independent sales channels, and community organizations, to drive business growth, elevate service standards, and maintain alignment with company goals and values.

Requirements

Senior leadership role
Oversee cruise line relationships, tour sales & development, logistics, dock, and transportation operations
Provide strategic guidance, operational support, and cross-departmental alignment
Ensure seamless guest experiences and revenue growth
Work closely with internal tour teams (ARS, Taquan Air), marketing team, and external partners (cruise lines, independent sales channels, community organizations)
Develop and implement sales strategies
Meet or exceed annual revenue and volume targets
Align tour inventory, pricing, and cruise line allotments
Design, test, and launch new shore excursions
Cultivate, strengthen, and maintain strategic partnerships with cruise line shore excursion teams, transportation providers, and third-party sales brokers
Lead partner contract negotiations
Ensure high-quality service delivery
Represent the company at local and regional events, including tourism/trade shows
Develop and continuously improve tour offerings
Provide high-level management, guidance, and coordination for sales, logistics, dock operations, and transportation departments
Support direct reports with mentoring, training, and problem-solving
Work closely with Operations, HR, and Finance teams
Coordinate with Independent Tour Manager, Marketing Manager, and Transportation Manager
Recruit, hire, manage, and schedule the Dock Representative team
Utilize customer feedback, operational data, and sales performance to refine offerings, streamline operations, and enhance guest satisfaction
Develop and execute annual marketing plans
Oversee branding and community relations
Support initiatives to increase commercial and independent bookings
Ensure adherence to company safety protocols and DOT regulations
Support emergency response planning and risk mitigation
Manage department budgets
Review financial performance
Prepare regular reports
Track performance metrics (passenger volume, per passenger revenue, gross margins, profitability)
Develop pricing models
Continuously monitor and adjust tour pricing

Nice To Haves

Experience with ARS and Taquan Air
Experience with cruise line operations
Experience in tour sales and development
Experience in logistics, dock, and transportation operations
Experience in strategic guidance and operational support
Experience in cross-departmental alignment
Experience in revenue growth strategies
Experience in marketing and sales
Experience in partnership management
Experience in contract negotiation
Experience in event representation (tourism/trade shows)
Experience in developing and improving tour offerings
Experience in leadership and department oversight
Experience in mentoring and training direct reports
Experience in HR and Finance collaboration
Experience in seasonal hiring and training
Experience in guest experience enhancement
Experience in safety protocols and DOT regulations
Experience in emergency response planning and risk mitigation
Experience in financial reporting and controls
Experience in budget management
Experience in performance tracking and metric analysis
Experience in pricing model development
Experience in market analysis and pricing adjustments

Responsibilities

Develop relationships and implement sales strategies to meet or exceed annual revenue and volume targets.
Align tour inventory, pricing, and cruise line allotments with market demand and operational capacity, reassessing regularly before, during and after seasons.
Design, test, and launch compelling new shore excursions that align with cruise line guest demographics and strategic preferences – focusing on adventure, culture, culinary, and wildlife experiences.
Cultivate, strengthen, and maintain strategic partnerships with cruise line shore excursion teams, transportation providers, and third-party sales brokers to drive schedule alignment, capacity planning, and promotional support.
Lead partner contract negotiations and ensure high-quality service delivery that meets or exceeds expectations.
Represent the company at local and regional events, including tourism/trade shows.
Develop and continuously improve tour offerings to stay ahead of industry trends, meet evolving customer expectations, and maintain market relevance.
Provide high-level management, guidance, and coordination for sales, logistics, dock operations, and transportation departments.
Support direct reports with mentoring, training, and problem-solving.
Work closely with the Operations, HR, and Finance teams to align resources, manage staffing needs, and support seasonal hiring and training efforts.
Coordinate with the Independent Tour Manager, Marketing Manager, and the Transportation Manager to ensure the smooth operation of all guest-facing services. Align schedules, staffing, and inventory systems for maximum efficiency.
Responsible for recruiting, hiring, managing, and scheduling the Dock Representative team to ensure adequate staffing and efficient daily operations.
Utilize customer feedback, operational data, and sales performance to refine offerings, streamline operations, and enhance guest satisfaction.
Work closely with the Marketing Manager to develop and execute annual marketing plans, oversee branding and community relations, and support initiatives to increase commercial and independent bookings.
Ensure that all sales and operations teams adhere to company safety protocols and DOT regulations.
Support emergency response planning and risk mitigation.
Manage department budgets, review financial performance, and prepare regular reports.
Track performance metrics for all products, including passenger volume, per passenger revenue, gross margins, and profitability.
Develop pricing models that maximize yield and sales while staying competitive.
Continuously monitor and adjust tour pricing based on market and sales performance.