Guest Relations Assistant Manager

The Skagway Guest Services Representative's main responsibility is to carry out the company’s mission of providing clients with a safe, enjoyable, and educational wilderness experience. The Guest Relations Assistant Manager oversees the success of the dock team, all dock logistics and represents as the face of Alaska Mountain Guides for all cruise program operations on the docks.  

Essential Job Functions 

• Supervise the dock representative team making sure that they follow all guidelines and job functions.
• Create a daily dock schedule and manage all daily dock operations / communications
• Manage dock rep hours
• Provide feedback for dock reps and identify areas for improvement
• Lead weekly dock team meetings
• Manage and establish lasting and positive attitudes with cruise ship Shore Excursion Managers
  

• Provide continuous support to the dock team in whatever way possible
  
• Ensure dock staff has correctly entered sales numbers into the database and has prepared the daily ship summaries for ships and AMG management
  

• Meet guests disembarking cruise ships
• Collect tickets and ensure each guest correctly completes the appropriate waiver/assumption of risk form
• Give guests a rundown/synopsis of the tour they are taking and answer any questions they have
• Provide excellent customer service
• Check in/out with ship shore excursion staff
• Collects tickets and waivers from other guides as they leave the pier
• Keep all tickets and waivers organized throughout the day
• Appropriately fill out ship settlement forms
• Settle with ships at the end of the day to ensure payment for tours given
• Walk guests or drive guests to the tour departure location

• Support projects and additional responsibilities as needed
• Must possess the desire to continually improve his/her knowledge and skills
• Must, at all times, be clean, well groomed, courteous, honest, and reliable
• Must possess a positive attitude that is friendly, considerate, strong, and energetic
• Must be willing to work as a strong team member, assisting in the maintenance of group morale

• The Dock Representative Manager reports to the Skagway Program Manager and Operations Manager

Experience Required to Perform Job Requirements 

• Prior tourism experience preferred. 
• Must possess or be willing and able to acquire class B Commercial Driver License (CDL). 

CDL Driving: 

• Must obtain and maintain a valid Class B CDL with Passenger and Airbrakes endorsements. To be eligible to obtain a CDL, a candidate must have a clean driving record, be over 21 years of age by May 1, 2020, and have had a driver’s license for at least one year 
• Must be willing to contribute to bus driving duties for these and other tours 
• Pass FMCSA required pre-employment drug tests & screening 
• Be enrolled in an FMCSA required random drug testing program 
• Have and maintain a valid Medical Examiner’s Card 
• Completion of AMG Skagway driver training program 
• Maintain an FMCSA approved logbook for driving hours 
• Complete vehicle checklists as needed. 
• Responsible for cleanliness and excellent maintenance of buses, tour equipment, and the locations that the tours visit. 
• Complete appropriate driver checklists & paperwork at the end of each shift 

Mid-Season Operations 

Early to mid-June through late-August is the height of the cruise line season. In this period staff may be required to work 40 hours a week.  

Living Space and Rent Structure  

AMG housing is located in the center of Skagway with immediate access to the entire town. Accommodations consist of shared rooms with up to 6 employees. Room sizes are generally moderate and a premium is placed on mutual respect for the living space and the other residents. Rent procedures are clearly outlined in the Employee Manual.

• Residents will be responsible for weekly rotational chores. Failure to complete the scheduled chores will result in a $25 fine.  Each house has a specific house manager who will be responsible for the weekly chore schedule and chore completion check-off’s. 
• Bedding and personal items are not included 
  
• Monthly rent is $250-$350/month
• Rent deductions are made each month with 50% from each pay period.  
• Rent is prorated for the first month. Rent will be paid in full for the last month of employment even if the room is vacated before the end of the month.  
• Pets- No pets are allowed in the AMG housing or on the AMG property unless otherwise approved by management.  

Program Equipment  

Employees will be required to purchase a staff equipment kit could consist of but is not limited to: Black Diamond rain shell and softshell jacket embroidered with the company logo. The cost of the kit will be deducted from your paycheck mid-summer.   

Additional Job Responsibilities 

Employees may be called on to participate in a variety of activities associated with the climbing and adventure park sites and operation, as well as residential upkeep. Routine maintenance at the climbing and zip sites includes course and route inspections, maintenance and route cleaning, documentation of inspections, trail work, and area development. Daily operations also include vehicle cleaning and washing as well as other maintenance.  

Employees may be called on to share driving responsibilities and potentially other part time office duties. Driving is an important part of the program and drivers will be expected to not only be safe and abide by all local and state driving regulations but also to be entertaining for our guests. The drive to and from the climbing/zip site is an opportunity to enhance the guest’s experience by providing historical and interesting information about the city, its history, the beautiful outdoors surrounding us, and other types of trips and programs that the guests can participate in the future with AMG. 

Standard Dress and Professional Appearance  

Alaska Mountain Guides requires employees to maintain a professional image at all times. As outlined in the manual, you will be issued guiding equipment and clothing that will be required to be worn at all times while working. Personal pants will be neat and clean without stains, holes or other frayed areas.  

Travel and Logistics  

Employees are responsible for their own travel arrangements to and from Skagway, AMG will assist wherever possible in helping outline necessary steps in travel plans