Sales & Service Liaison
Adventure Sitka

Wanted: strong communication, organizational, interpersonal skills in exciting cruise tour industry!

Sitka Sound Cruise Terminal is a growing new facility nestled in stunningly beautiful Sitka Sound

Seasonal
  • summer

Sales & Service Liaison

Adventure Sitka
Location:
Sitka, Alaska
Wages/Pay:
$20.00 - $22.00 / hour
Experience:
Some experience required
Start Date:
Starts in 2 months. (Apr 14, 2023)

First point of contact with shore excursions teams and guests on day of tour. Head up on-the-pier tour sales and direct and assist guests while dispatching Adventure Sitka tour departures. Assist management team in communicating with cruise ship inventory and shore excursions teams to maximize sales. Communicate information well over radio, phone, and email to Adventure Sitka team members as well as tour partners and vendors. Company liaison to cruise ship staff to assist with allocations checks, special requests, and general inquiries. Oversee ticket collection and conduct end-of-day settlements. Assist managers with maintaining master schedule, creating and updating reports, and distribution of marketing materials. Present a professional and friendly attitude at all times and be able to answer a variety of questions succinctly and efficiently. Must be able to stand for long periods of time in sometimes inclement weather, be able to complete tasks with minimal supervision, and have good numerical/math skills. Must be able to continually adapt to the changing nature of our industry, as well as work as a team member, and be comfortable interacting with strangers. Must hold a driver’s license and have a clean driving record.  This is a shore-based position.

Duties/Responsibilities

  • Present a professional and friendly attitude at all times while acting as company representative to clients and the public.
  • Communicate well with managers, clients, and tour partners/vendors to ensure that everyone is on the same page and that expectations are consistently met.
  • Collect tickets/vouchers and conduct end-of-day settlements with cruise ship staff as well as electronic settlements with vendors/tour partners.
  • Help dispatch and coordinate tour vessels, motorcoaches, and company vehicles in a professional and courteous manner.
  • Act as company liaison to shore excursion staff, assisting with sales and service, including special requests and changes based on weather, delays, etc.
  • Assist with on-the-pier sales and distribution of promotional tour materials and handling online sales correspondence.
  • Help monitor visitor and co-worker safety by understanding communication systems and communicating clearly and concisely over radio.
  • Data entry in various computer systems for reports and ongoing surveys.
  • Other duties as directed by Adventure Sitka Management including but not limited to routine office/vessel/vehicle cleaning and maintenance, supply restocking, and relief passenger service.

Qualifications/Experience

  • Experience in the tourism / visitor industry is preferred.
  • Must be punctual / reliable and maintain a professional, friendly, and courteous attitude toward customers and coworkers at all times.
  • Must have strong written communication skills and understand email tact. 
  • Must be able to effectively communicate to large groups of people in a professional manner and work well in stressful situations. Public speaking experience is helpful.
  • Must be able to multitask well; must be able to make sensible decisions while being asked multiple questions from guests, cruise personnel, and coworkers.
  • Must be able to follow direction and complete assignments with minimal supervision.
  • Must be able to stand for long periods of time and walk up and down inclines.
  • Must be able to lift and move objects of up to 50 lbs. as required.
  • Must be drug free (pre-employment and random drug testing may be Coast Guard required).
  • Must be able to work varied shift hours, including weekends and holidays.
  • Must be clean, well-groomed, courteous, honest, professional, and reliable.
  • Must be able to work as a team with other employees.
  • Computer and cell phone proficiency necessary; must be able to maintain and update electronic records and follow protocols / instructions.
  • Must hold a valid driver’s license and have a clean driving record.
  • Required to wear company uniform and maintain a well-kept appearance.

Compensation

DOE. This is a full-time seasonal hourly position for the 2023 season from April to October. This position is eligible for an End of Season Bonus based on performance and overall company profitability.

Day in the Life

The following is a ‘day in the life of’ a Sales & Service Liaison at Adventure Sitka. This will be a good starting point of what your daily duties may entail:

  • Get to work 1 hour, and no later than 45 min, before the first tour departure of the day. Check email to make sure you are up to date and nothing has changed from ships.

  • Gather signs, name badge, walkie talkie, rubber bands, marker, and anything else needed for collecting tickets and helping guests; talk to a manager about the plan for the day and any tricky situations or things that we need to watch out for so that we can be proactive instead of reactive.

  • Greet the Shore Excursions folks from the ship and talk about our tours and find out the final expected counts for all departures (most ships will give you a printout with counts, some ships have a lollipop or something for you to hold along with the sign). Relay final expected counts over the radio to all teams (sometimes it is also necessary to relay counts via text message if someone is across town and out of radio range).

    • The ShoreEx teams are our primary clients, so we want to work early and hard to make sure they know we can be depended on, that we will be where we are supposed to be, and that we will help with anything they need – even if it isn’t directly related to our products.

    • Start early and compile a list of ShoreEx names and descriptions for each ship, as well as something personal you can say to them to help them feel seen/remembered.

    • We want to establish strong relationships with all ShoreEx teams so that we become their trusted vendor and they prefer to book their guests on our tour products and so that we will be the first company they turn to when a challenge arises. This is how we can sometimes turn a challenge (i.e., a late ship arrival due to engine trouble) into a victory (where we perhaps grab a larger than usual market share by being flexible and ready to accommodate to our max).

  • By at least 30 min before the tour departure, be at the tour meeting point on the ticket with a sign to gather guests and answer any questions and generally be as helpful as possible for any situation.

    • For Siginaka tour, tell guests that now is the best time to use the restroom and ask them to be back at your designated place and time (ideally 10 mins before actual departure time, but no later than 5 mins before departure time).

      • This is also our first opportunity to catch a problem early (i.e., guests may be too young / not weigh enough, too tall, too heavy, etc.). These situations need to be handled early and with kindness and discretion. Have a manager practice how these interactions could best take place and have them present if possible until you become familiar with protocol.

    • For Bear|Homestead tours, direct guests to the Tour Departure Terminal and the Tour Check In counter.

  • Answer any Questions about Sitka or the tour that the guests are about to go on to build a rapport with guests. It’s great to help people on other tours find their representatives, but our primary objective is to help our guests. As we help other companies as possible, it will make for a friendly atmosphere on the dock and they will be more inclined to help our guests. A rising tide lifts all ships, but remember that our guests are our first priority.

  • About 5 - 10 mins before departure, collect tickets and make sure that you have all of the expected guests. In the case of Siginaka, radio the vessel to make sure they are ready to load and then walk guests down to the boat for loading. Walk slowly so that everyone in the group can stay together. At the top of the ramp loudly ask everyone to be cautious and use the handrails to get safely down to the floating dock. At the threshold of the boat, loudly and with hand gestures, point out the hazards with boarding the vessel to each guest so that they slow down and look before stepping. 

    • If you don’t have everyone yet but it is close to departure time, radio the deckhand to ask for them to assist you by taking all of the guests that are present down to the boat. Work with the ShoreEx team to give delayed guests a couple of extra minutes, but also to never delay the departure more than 5 minutes unless we absolutely have to (i.e., the ship was late docking) so that it does not negatively impact the experience of the guests that are on time.

  • Act as main sales person for new ‘Sitka Sound Kayak Adventure’ tour and work with manager to sell seats on tour departures and maximize efficient use of kayak space..

    • Collect payment for on-the-pier sales and keep track of numbers for end-of-day reporting.

  • Hold onto the tickets until the last cruise ship departures of the day and then count them and make a settlement sheet for each ship in Google Drive with the total number of Adults [A], Children [C], Infants [I], and Escorts [E] on each tour departure. Add the final counts to the Master Schedule so that the Master Schedule is an accurate reflection of everything that we have done throughout the tour season. Be extraordinarily cautious whenever working on the Master Schedule so that you don’t make any unintentional changes or accidentally delete information that has already been input by you or others.

  • Make a separate settlement sheet for each vendor (i.e., Alaska Coach Tours [ACT], Fortress of the Bear [FoB]) for each operating day. You’ll do this in Google Sheets on the Google Drive and then print to PDF and email each vendor a copy of their PDF settlement via email. This will be what they use to invoice our accounting team, so they must be accurate. We send it in PDF format so that they have to request any changes necessary from us and so that they can’t alter it easily. Take your time and double and triple check everything before sending so that you don’t have to make corrections later.

  • After all tours have departed, settle with the ShoreEx team for each ship. Give them the tour tickets and make sure you agree on counts and sign their sheet if they need you to. Make sure you have recorded the numbers on our settlement sheets and Master Schedule because once the tickets are gone you don’t want to be trying to remember how many people went on a departure. We must have accurate records to lean back on if there is a discrepancy. Oftentimes issues arise days or weeks later, so we must keep meticulous records.

  • Respond to communications via phone, email, etc. and be proactive about communicating anything that will help our various teams be successful.

  • Clean the office when needed (i.e., sweep the floors, take out the trash, wipe down surfaces, clean the refrigerator) and vacuum out the van once a week or as needed.

  • Bring lunch to enjoy a strategic paid break while tours are out and all email/phone enquiries have been addressed (but keep radios with you just in case something occurs).

  • Welcome back all the tours and observe the guests to see if they appear to have had a good time. You can ask what they enjoyed about the tour and try to identify if there are any issues that we need to be proactive about reporting (i.e., a guest with an abrasion from a slip/trip/fall). At the end of the day when all of the tours are back let the ShoreEx know that all of our tours are back and everybody had a great time and say goodbye!

In case there is bad weather or mechanical issues and we need to cancel any departures, you will work with a manager(s) and the ShoreEx team to inform the guests and try to be helpful in recommending an alternative tour or general recommendation (bonus points if you book them on another of our tours). If there is an incident or accident that happens on the tour it's best to let a manager notify the ShoreEx team and fill out an incident report, but time is of the essence and you may be required to help in this process, especially as you become more familiar with protocols and procedures.

Company Background:  Adventure Sitka is an exciting, relatively new company guided by leadership with over 40 years of combined experience in Alaska guest experience.  We operate tours that include sightseeing, wildlife viewing, storytelling, hospitality, and kayaking in some of the most beautiful settings Sitka has to offer. Our operating season runs early-May through late-September, with training beginning in mid to late April.  We are in this business because of our love for exploring wild Alaska, and the fun we have sharing it with others. In our first two years of operation, we have received overwhelmingly positive feedback from our guests and partners.  Adventure Sitka strives to consistently provide high quality experiences that our guests identify as the highlight of their travels. 

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