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. Responsibilities

ESSENTIAL JOB FUNCTIONS

Coordinates guest/ticketing service functions with other tramway managers in order to contribute to a quality packaged product and smooth, consistent operations.\nOversees 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.\nResponsible 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.\nAssigns 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.\nReviews 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.\nManages 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.\nMay be called upon to act as the manager on duty (MOD) during the General Manager's and Director of Operations' absences.\nWorks 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.\nIdentifies 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.\nResolves unusual problems presented by difficult customers, special group needs, credit card transactions, etc.\nPerforms other incidental and related duties as required and assigned. Qualifications

NECESSARY SKILLS AND KNOWLEDGE

Excellent communication and customer service skills.\nSkill in operating personal computer, utilizing a variety of computer software.\nWorking knowledge/familiarity of tram operations systems.\nSkill 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.\nStrong cash handling and sales receipts reconciliation skills.\nAbility/willingness to learn and pass on to passengers those areas of interest to visitors, such as local history, people, culture, geography, etc.\nWorking knowledge of Southeast Alaska tourism market, travel distribution channels, product and services sales; the practices of cruise line shore excursion services.

MINIMUM QUALIFICATIONS

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.\nMinimum three years of combined professional and supervisory experience involved with tourism, travel, or hospitality services.

PREFERRED QUALIFICATIONS

Current CPR and first aid certificates; drug testing may be required.\nExperience in the Alaska travel industry. Sales and business development experience. Pay and Benefits Annual Compensation is between $58,000-$70,000 annually. At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. 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