Kenai Fjords Tours

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Position Summary
The Marine Passenger Services Manager, in conjunction with the General Manager, manages daily
operations of the Guest Services department at Kenai Fjords Tours. Responsible for managing guest
service, group sales and passenger activity and reporting to ensure efficient operations and high guest
service standards are implemented and maintained. Maximizes Company profitability by
management of boat seat inventory and cost management. Recruits, trains and manages guest service
and group sales staff.

Major Responsibilities
/ Work with inventory to ensure that vessel space is managed to maximize profit potential
/ Manage operations and training to ensure that guest safety is always a top priority.
/ Provide input to the staff and General Manager regarding steps to constantly improve the quality
and effectiveness of the Kenai Fjords Tours products
/ Supervises the day-to-day activities of staff; manages and supervises personnel including goal
setting, training, performance evaluations and reviews
/ Manage group and charter bookings for marine tours, to include accurate verification and
submission of passenger information, collection of manifests and arrival/departure information,
and timely, accurate closure of departures
/ Screen, hire, train and evaluate Marine Division guest service staff
/ Ensure guest service and group sales staff are well informed of sales goals, incentives, policies and
procedures
/ Prepare and manage guest service department work schedules designed to meet the Company’s
needs
/ Organize and facilitate meetings with staff to ensure good customer service principles are used to
achieve overall guest satisfaction
/ Ensure key departments are regularly updated about departures with the 48-hour manifest, 12-
hour manifest, and group sales report
/ Maintain Marine Division and Kenai Fjords Wilderness Lodge contracts, to include discounts,
vessel assignments, and reservations system testing
/ Serve as back-up support for managing block requests for Kenai Fjord Tours and Kenai Fox Island
Wilderness Lodge
/ Coordinate with cruise ship shore excursion personnel to determine final passenger counts,
necessary land transportation, and departure reconciliation posting
/ Review future independent traveler, group and block bookings and advise affected departments
on procedures and refund amounts for weather days
/ Maintain regular and effective communication with guests, vendors, agencies, and Marine
Division staff to ensure high quality passenger service
/ Other duties as assigned

Ideal Skills and Experience
/ Strong supervisory skills with ability to effectively train and manage staff
/ Ability to interact professionally and courteously with staff, management and the general public
/ Knowledge of Kenai Fjords Tours operations including details regarding boat tour routes, Fox
Island Operations and key clients
/ Excellent knowledge of vessel operations, requirements and procedures
/ Knowledge of Alaska and Seward history, geography, and standard attractions
/ Ability to use good judgment to make sound decisions and effectively solve problems
/ Ability to work independently with minimal supervision, as well as a team member
/ Must possess strong communication skills, both written and oral
/ Ability to design, communicate and effectively evaluate policies and procedures related to
excellent customer service principles and practices; ability to train and mentor staff on delivery
of the same
/ Excellent time management skills with ability to handle multiple tasks and work effectively under
pressure
/ In-depth knowledge of Company policies, procedures and employee programs with ability to
quickly and thoroughly learn products and services specific to Marine Division
/ Ability to learn and maintain a high level of technical proficiency with Company and Marine
Division reservations systems, as well as other operational processes and procedures
/ Ability to use industry-standard computer software and learn reservations systems software

Critical Competencies for Success:
/ Strong leadership voice, “can-do,” attitude with demonstrated resourcefulness, mental
toughness and orientation to driving the best possible results at all times
/ Ability to make decisions, solve problems and exercise good judgment; ability to work under
pressure and prioritize workload.
/ Strong commitment to positive working relationships with stakeholders; a demonstrated ability
to foster strong working partnerships, gaining consensus and collaboratively solving problems.
/ Flexibility and willingness to work with a geographically dispersed team.
/ Resourceful, adaptable, resilient, and having a strong sense of self-awareness.
/ Ability to organize and prioritize multiple tasks in a fast-paced environment.
/ Excellent written and verbal communication skills.

Service-focused mindset including awareness of the need to work successfully with both internal
and external customers.
/ Strong sense of prioritization and urgency in achieving established objectives.
/ Adaptable and flexible with an openness to looking beyond “what is” with an eye toward “what
can be” and a willingness to explore how to get there.
 

Minimum Qualifications:
/ Bachelor degree OR experience to supplement 
/ 5 years’ management experience in the tourism and/or hospitality industry; or any combination
of training and experience that provides the necessary skills, knowledge and abilities
/ Current CPR and First Aid Certification
/ A valid US Driver license required

This list describes at a high level what this role does, but no job description can anticipate every single
task, issue or project that could come up. Pursuit reserves the right to adjust, reduce, add, or change
job tasks as needed for the success of the business.
To handle this job successfully, any person hired must be able to perform responsibilities as described.

Pursuit will make any reasonable accommodation to help a person with disabilities perform their job.
This job is based in Seward, Alaska and current, legal ability to work in the U.S. is required. Some travel is
needed, and a valid Passport and driver’s license is required.
Pursuit is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified
applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and
other protected characteristics.

The Retail Operations Manager is responsible for the procurement and distribution of retail products for the Alaska Collection to multiple business locations. They are responsible for directing and the administration of daily operations for the Kenai Fjords Gift Shops to include, but not limited to: inventory, cash accountability, staff training, scheduling, and ensuring excellent guest service. The Retail Operation Manager is responsible for hiring and training staff for the Retail Gift Shop to be efficient, courteous and dedicated team members and ensure guests’ expectations are exceeded and that merchandise is presented in a professional manner. The Retail Operations Manager must also maintain store cleanliness for safety and appearance and maintain store inventory for security and maximum profitability.

• Oversees procurement, distribution and product placement of retail products for the Alaska Collection to multiple business locations
• Oversees daily operations of the Kenai Fjords Tours retail stores
• Provides guidance and tools to encourage staff’s engagement, successfulness and effectiveness. Actively supervises a diverse staff responsible for a variety of gift shop and warehouse inventory services
• Responsible for developing, maintaining and implementing training for guest service and safety standards
• Works directly with Kenai Fjords Tours Warehouse Inventory Manager and Kenai Fjords Tours General Manager for procurement of goods for maximum profitability and budget constraints
• Handles complaints efficiently and in the best interest of the guest
• Maintains safety and security measures within the store for guests, employees, and property
• Works closely with managers and key personnel at all Alaska Collection properties to ensure excellent guest service
• Prepares paperwork for accounting of daily sales and gift shop operation
• Attends trade show events and industry events as requested
• Works directly with accounting department to provide cash accountability
• Receives and displays all inventory
• Works with other departments and properties for transfers of retail inventory for maximum profitability
• Performs other duties as are appropriate and as assigned

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