BASIC PURPOSE: This role involves the overall supervision of Guest Port Operations and Guest Airport Operations relating to the embarkation and debarkation process, ensuring that quality and reliability standards are maintained at all times and that clients are always served with the excellent levels of service which are expected of SMS International Shore Operations U.S. Inc.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
General:
Staffing:
o Analyzing guest counts and plans staff resources for large volumes
o Reviewing and ensuring the timely submission of incident reports and consult with senior management for possible procedural adjustments
o Suggesting solutions that improves systems and procedural guidelines that increase the productivity and efficiency of our team
o Researching operational and customer service best practices and assist to incorporate when appropriate
o Reinforcing accuracy and consistency of staff assignments and schedules, and policies & procedures for respective team
o Monitors the quality of service being provided by staff to ensures optimal quality service and works to identify and address any deficiencies
Key:
o Provides research and comparisons for varied special projects as subject matter expert.
o Assists senior management with the planning and implementation of service programs, including crisis recovery programs and company initiative.
KEY LEADERSHIP BEHAVIORS:
QUALIFICATIONS:
Education:
Experience:
Knowledge, Skills & Abilities:
WORK CONDITIONS/ PHYSICAL DEMANDS & TRAVEL:
Job Type: Full-time
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