The Mill at Ward Cove
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Our 2022 season runs April 28 through October 21.  For some positions, we will start training as early as April 4.

We offer: travel reimbursement, employee housing, premium pay for experienced staff, seasonal bonuses. 

    Facilities & Port Operations

  • Electric Cart Driver

    Facilities & Port Operations

    The Electric Cart Driver’s number one priority is to safely transport guests, while providing exemplary customer service. The Cart Driver will drive an electric vehicle from the ship(s) to the Welcome Center and engage guests by providing informative and entertaining narration in a professional manner. Cart Drivers will be knowledgeable about points of interest, the history and culture of the area. Cart Drivers must be aware of all surroundings and maintain distance from guests who are walking along the dock. 

    Duties & Responsibilities: 

    • Drive in a safe and responsible manner in accordance with all company guidelines 
    • Meet and greet guests with a professional attitude and appearance 
    • Provide excellent customer service to all guests 
    • Work efficiently and maintain a patient and positive attitude under pressure 
    • Knowledge and promotion of all Ward Cove venues and retail 
    • Follows all directives and regulations for keeping and maintaining vehicles in proper operating manner 
    • Participate in all required training and educational clinics 
    • Attend all safety training, meetings, and clinics 
    • Maintain current knowledge of all safety procedures 
    • Clean inside and outside of vehicles as needed or scheduled 
    • Answer and address any guest concerns or questions 
    • Complete pre- and post-vehicle inspection checklist and communicate any issues to supervisor 
    • Always demonstrate outstanding guest service and professionalism 
    • Work a flexible schedule 
    • Be aware of guest count on the vehicle, ensuring no one is left behind 
    • Other duties as assigned 

    Job Qualifications: 

    • Must be at least 21 years of age with a valid driver’s license 
    • Ability to learn, retain and communicate information about Ketchikan and the port of Ward Cove 
    • Must understand that exemplary customer service is a top priority and be able to communicate in a professional, friendly, and accurate manner 
    • Accuracy in the upkeep of manifests, inspection logs etc. 
    • Have or be able to attain First Aid/CPR certification 
    • Thorough knowledge of driving/roadway laws and regulations in the state of Alaska 
    • Clean driving record with no DUI, DWI, negligent or reckless driving citations 
    • Willing to submit to pre-employment, random, post-accident and reasonable suspicion of drug and alcohol testing 
    • Possession of, or ability to obtain, a Transportation Worker Identification Credential (TWIC) Card 
    • Able to lift and carry 25lbs 
    Apply Now
  • Maintenance & Janitorial Staff

    Facilities & Port Operations

    As a member of the Facilities & Port Operations team, the maintenance and janitorial staff will help maintain overall cleanliness and maintenance of the port.  Your duties will include maintenance an upkeep of all projects necessary to keep the entire site operation and looking its very best.

    Duties & Responsibilities: 

    • Always keep safety foremost in your mind and actions when on the job
    • Ground’s landscaping and maintenance as required
    • Operation of sewer treatment plant, or willingness to train
    • Properly and confidently operate shop equipment
    • Basic carpentry, plumbing and painting on construction and building projects as directed.
    • Operation of forklift
    • Communicate comfortably with guests and colleagues
    • Deliver a first-class experience to all guests and visitors
    • Ongoing cleaning of all bathroom facilities
    • Building and maintaining fires
    • Cleaning and maintenance of museum
    • Upkeep of employee housing
    • Restocking of supplies as needed
    • Trash collection
    • Wash down of docks and facility grounds as needed
    • Removal of cobwebs on exterior and interior of buildings and fences
    • Start up and shut down of all facilities on site
    • Other duties as assigned

    Job Qualifications: 

    • At least 18 years of age
    • Driver’s License preferred
    • Able to walk a few miles in a workday, moving throughout the site
    • Work outside, in all kinds of weather
    • Lift, load, unload, and haul objects and lift up to 50 pounds
    • Willing to do whatever it takes to get the job done
    • Able and willing to work long days if necessary
    • Able to think and move with a sense of urgency
    • At ease working independently and as a team member
    • Properly use basic hand and power tools
    • Safely work on roofs, ladders and other high places
    • Have or be able to attain First Aid/CPR certification
    • Must understand that exemplary customer service is a top priority and be able to communicate in a professional, friendly, and accurate manner 
    Apply Now
  • Maintenance Lead

    Facilities & Port Operations

    The Maintenance Lead is experienced in general maintenance and will oversee the daily operations of the maintenance and janitorial team.  Under the direction of the Maintenance Manager, the Maintenance Lead will schedule mentor, coach, and assist in overseeing the facilities and port operations team.  The Maintenance Lead will support management in the training and coaching of the maintenance team and the execution of operational tasks.

    Duties & Responsibilities: 

    • Always keep safety foremost in your mind and actions when on the job
    • Ground’s landscaping and maintenance as required
    • Operation of sewer treatment plant, or willingness to train
    • Properly and confidently operate shop equipment
    • Basic carpentry, plumbing and painting on construction and building projects as directed.
    • Operation of forklift
    • Communicate comfortably with guests and colleagues
    • Deliver a first-class experience to all guests and visitors
    • Ongoing cleaning of all bathroom facilities
    • Building and maintaining fires
    • Cleaning and maintenance of museum
    • Upkeep of employee housing
    • Restocking of supplies as needed
    • Trash collection
    • Wash down of docks and facility grounds as needed
    • Removal of cobwebs on exterior and interior of buildings and fences
    • Start up and shut down of all facilities on site
    • Other duties as assigned

    Job Qualifications: 

    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind. 
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, directing staff, resolving conflicts, and joining in when needed to get the job done. 
    • Attention to Detail: Must keep a close eye on key elements: maintaining high company standards, driving revenue, encouraging employee morale, and fostering a positive and customer focused company culture.  Must be able to maintain dual focus on achieving big picture goals and business development while paying attention to small details and many moving parts.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Organizational Skills: Must be able to multi-task accurately while working on a deadline in a fast-paced environment.  Must be able to keep all members of the team highly motivated and working on the same page.
    • Communication Skills: Needs to accurately and easily communicate with guests, ship staff and team members in a professional and friendly manner to build a strong rapport.
    Apply Now
  • Maintenance Manager

    Facilities & Port Operations

    Year Round, Salary Position.

    The Maintenance Manager will oversee the repairs, installations, and upkeep of all WCDG buildings, offices, and equipment.  Main duties include designing maintenance procedures, tracking budgets and expenses, and performing inspections on different facilities to find problems and make repairs.  Oversee general trail clearing and maintenance as well as planting and maintenance of trees at the Mill.

    DUTIES AND RESPONSIBILITIES:  As directed by the Director of Facilities & Port Operations.

    • Hires, leads, trains, and schedules team of maintenance staff
    • Ensure operational efficiency of electrical equipment and mechanical systems through timely inspection and repair
    • Small engine repair – e-bikes, outboard motors, etc.
    • Implement workplace safety policies and standards
    • Ensure that company premises and facilities are kept in a clean and hygienic condition
    • General building maintenance, including water, power, and sewer
    • Clear and maintain trails
    • Assist with the general organization including hanging signs, painting lines in the parking lot, etc.
    • Plants, transplants, and maintains trees and plants to ensure their healthy, safe, and attractive condition.
    • Repairs, fertilizes, waters, and prunes trees and plants; removes dead, diseased, or declining trees and plants.
    • Recognizes disease and insect problems of trees and woody plants and applies appropriate treatments.
    • Work with PSSA and other contractors
    • Other duties as assigned


    JOB QUALIFICATIONS:

    • Knowledge:  Working knowledge of electrical and mechanical systems; familiarity in drafting and understanding blueprints and schematics.
    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees, and the public. Work environment involves exposure to potentially dangerous materials and situations that require following extensive safety precautions and may include the use of protective equipment.
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Organizational Skills: Must know how to keep yourself and others organized and how to determine which tasks are the most important in a given list. 
    • Exposure to the Elements:  Work involves considerable exposure to unusual elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises.
    • Extensive Physical Activity: Requires strenuous physical work, heavy lifting, pushing or pulling required of objects over 50 pounds.
    • Communication Skills: Must collaborate with other administrators and support personnel, management, and clients on a regular basis.
    • Computer Literacy:  Must be able to use standard business software including Word Processing programs, Excel spreadsheets, Power Point, and other necessary programs. 


    JOB SCHEDULE: 20-60 hours per week as needed. Schedule is flexible based on the time of year and the demands of the operation. Spring and Summer schedule is more rigorous and will include 10-hour days and 50-hour weeks at times, particularly during spring startup.

    SALARY:  Salary DOE, bonus based on performance relative to board-set KPI’s.

    Apply Now
  • Mechanic

    Facilities & Port Operations

    The Mechanic reports to and receives work assignments from the Maintenance Manager.  The Mechanic is responsible for keeping a fleet of vehicles running and in good repair.  Fleet currently consists of kayaks, passenger vans, electric carts, electric bicycles, and outboard motors on zodiacs.

    Duties & Responsibilities:

    • Repair and overhaul engines, transmissions, motors, and equipment components as required
    • Conduct regularly scheduled inspections and maintenance on all company vehicles, boats, electric carts, electric bicycles, outboard motors, etc.
    • Maintain accurate records of maintenance, work orders, driver inspection reports, parts orders and DOT inspections
    • Supply and maintain shop facilities, equipment, and software
    • Purchase inventory and track parts
    • Research repair solutions using industry softwear solutions and working with industry experts
    • Maintain Federal, State, and local safety standards
    • Maintain positive communication with other employees as well as service vendors, and partners
    • Read and understand vehicle maintenance and repair codes and instructions on the computer
    • Document maintenance and repairs
    • Must possess own hand tools
    • Ability to work flexible schedule including weekends, holidays and on-call rotations for roadside assistance
    • Other duties as assigned

    Job Qualifications:

    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees and the public. Knowledge of all USCG regulations that pertain to all WCDG vessels and DOT regulations as related to vehicles and drivers.
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind.
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, directing staff, resolving conflicts, and joining in when needed to get the job done.
    • Attention to Detail: Must keep a close eye on key elements: maintaining high company standards, driving revenue, encouraging employee morale, and fostering a positive and customer focused company culture.  Must be able to maintain dual focus on achieving big picture goals while paying attention to small details and many moving parts.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Must be able to lift 50 pounds, stand for extended periods of time, work outside, and walk several miles per day.
    Apply Now
  • Port Security Lead

    Facilities & Port Operations

    The Security Lead under the direction of the Maintenance Manager, oversees the security team and its daily operations. The focus of this position is to ensure security screening at the Port of Ward Cove is conducted in accordance with the Ward Cove Group/Dock Group Passenger Facility Security Plan (FSP).   The Security Lead will schedule Security Staff and support management in the training and coaching of Security Staff.

    • Provides vehicle and pedestrian traffic control duties to ensure safe passage for port related pedestrian and vehicular traffic.
    • Responsible for patrolling restricted areas on the Pier and Ward Cove Cruise Ship Dock and reporting any breach of security.
    • Responsible for vehicle and pedestrian control and safety on the Port. 
    • The Port Security must perform these duties in a manner that reflects positively on Ward Cove Group/Dock Group.

    Duties & Responsibilities:

    The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

    • Provides security patrols for restricted and non-restricted areas of the Port. Understands and implements various Maritime Security (MARSEC) Level changes and implements required port enforcement action.
    • Responds to security threats and breaches and reports such activities to appropriate personnel.
    • Ensures embarking is controlled. Responsible for vehicle and traffic control accessing the Pier/Cruise Ship Dock.
    • When required, places or moves pedestrian control devices and barricades.
    • Ensures vehicles entering the Pier/Cruise Ship Dock have the proper identification/pass. 
    • Uses hand-held radios and cell phones.
    • Performs other duties as assigned.

    Job Qualifications:

    The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

    • Knowledge of: Current security threats and patterns; Techniques used to circumvent security measures; Crowd management and control techniques; Emergency procedures and contingency plans; Inspection, control and monitoring techniques; and Methods of physical screening of persons, personal effects, cargo and vehicles.
    • Ability to: Recognize characteristics and behavioral patterns of persons who are potential security threats. Recognize and detect dangerous substances and devises. Direct vehicle and pedestrian traffic to approved areas.
    • Education and Experience Guidelines: Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
      • Education/Training: Equivalent of high school level competency in reading, writing and mathematics required.
      • Experience: Equivalent of one-year employment in a position demonstrating capability to work responsibly with minimum supervision required. Experience in marine oriented positions preferred.
      • Good communication and customer service skills are required.
      • License or Certificate: Possession of, or ability to obtain, a Transportation Worker Identification Credential (TWIC) Card. Possession of, or ability of obtain, a ATSSA approved Flagger Certification.
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind.
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, directing staff, resolving conflicts, and joining in when needed to get the job done.
    • Attention to Detail: Must keep a close eye on key elements: maintaining high company standards, driving revenue, encouraging employee morale, and fostering a positive and customer focused company culture.  Must be able to maintain dual focus on achieving big picture goals while paying attention to small details and many moving parts.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Organizational Skills: Must create, manage, and coordinate work schedules, ship-day task schedules, policies, manuals, and standard business records.  Must be able to keep all members of the team highly motivated and working on the same page.
    • Communication Skills: Needs to communicate with guests accurately and easily, ship staff and team members in a professional and friendly manner to build a strong rapport.

    Physical Demands and Work Environment:

    The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

    • Environment: Outdoor field environment; exposure to noise, dust, grease, smoke, fumes, noxious odors, gases, mechanical and electrical hazards, and all types of weather and temperature conditions; work and/or walk on various types of surfaces including slippery or uneven surfaces and rough terrain. Routine contact with the public and tourist industry.
    • Physical: Primary functions require sufficient physical ability and mobility to work in a field environment; to walk and stand for prolonged periods of time; to frequently make repetitive hand movements in the performance of daily duties; and to verbally communicate to exchange information. Vision: See in the normal visual range with or without correction.
    • Hearing: Hear in the normal audio range with or without correction
    Apply Now
  • Port Security Staff

    Facilities & Port Operations

    Under general supervisions, patrols Port of Ward Cove facilities in accordance with the Ward Cove Group/Dock Group Passenger Facility Security Plan (FSP).

    • Provides vehicle and pedestrian traffic control duties to ensure safe passage for port related pedestrian and vehicular traffic.
    • Responsible for patrolling restricted areas on the Pier and Ward Cove Cruise Ship Dock and reporting any breach of security.
    • Responsible for vehicle and pedestrian control and safety on the Port. 
    • The Port Security must perform these duties in a manner that reflects positively on Ward Cove Group/Dock Group.

     

    Duties & Responsibilities:

    The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

    • Provides security patrols for restricted and non-restricted areas of the Port. Understands and implements various Maritime Security (MARSEC) Level changes and implements required port enforcement action.
    • Responds to security threats and breaches and reports such activities to appropriate personnel.
    • Ensures embarking is controlled. Responsible for vehicle and traffic control accessing the Pier/Cruise Ship Dock.
    • When required, places or moves pedestrian control devices and barricades.
    • Ensures vehicles entering the Pier/Cruise Ship Dock have the proper identification/pass. 
    • Uses hand-held radios and cell phones.
    • Performs other duties as assigned.

     

    Job Qualifications:

    The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

    • Knowledge of: Current security threats and patterns; Techniques used to circumvent security measures; Crowd management and control techniques; Emergency procedures and contingency plans; Inspection, control and monitoring techniques; and Methods of physical screening of persons, personal effects, cargo and vehicles.
    • Ability to: Recognize characteristics and behavioral patterns of persons who are potential security threats. Recognize and detect dangerous substances and devises. Direct vehicle and pedestrian traffic to approved areas.
    • Education and Experience Guidelines: Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
      • Education/Training: Equivalent of high school level competency in reading, writing and mathematics required.
      • Experience: Equivalent of one-year employment in a position demonstrating capability to work responsibly with minimum supervision required. Experience in marine oriented positions preferred.
      • Good communication and customer service skills are required.
      • License or Certificate: Possession of, or ability to obtain, a Transportation Worker Identification Credential (TWIC) Card. Possession of, or ability of obtain, a ATSSA approved Flagger Certification.

     

    Physical Demands and Work Environment:

    The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

    • Environment: Outdoor field environment; exposure to noise, dust, grease, smoke, fumes, noxious odors, gases, mechanical and electrical hazards, and all types of weather and temperature conditions; work and/or walk on various types of surfaces including slippery or uneven surfaces and rough terrain. Routine contact with the public and tourist industry.
    • Physical: Primary functions require sufficient physical ability and mobility to work in a field environment; to walk and stand for prolonged periods of time; to frequently make repetitive hand movements in the performance of daily duties; and to verbally communicate to exchange information. Vision: See in the normal visual range with or without correction.
    • Hearing: Hear in the normal audio range with or without correction
    Apply Now
  • Retail

  • Buyers' Assistant

    Retail

    Year Round, Salary Position.

    The Buyers' Assistant assists with retail administration and buying paperwork (purchase orders and receipt vouchers), perform accurate date entry and/or data compilation, maintain retail files, provide sales and customer service in person, over the phone, and via email, and assist the Director of Retail with other projects as assigned. 

    DUTIES AND RESPONSIBILITIES:  As directed by the Director of Retail.

    • Know and understand the objectives and strategies of the Retail Department.
    • Compile sales data and update sales reports and/or spreadsheets in a timely manner as required and email or present to Director of Retail.
    • Create purchase orders in Retail Pro and email/fax them to vendor reps as approved by the buyers.
    • Maintain a confirmation log and calendar for all purchase orders with appropriate follow-up and shipment confirmation.
    • Review merchandise paperwork and enter receipt voucher information into Retail Pro; compile discrepancy reports as necessary for vendor representatives.
    • Track merchandise on order and notify buyers of any delays. 
    • Maintain organized retail vendor files as necessary.
    • Record detailed phone messages on behalf of the Buyers.
    • Provide customer service to customers in The Mill at Ward Cove and over the phone.
    • Perform other administrative duties as assigned by the Director of Retail or Retail Manager.

    JOB QUALIFICATIONS:

    • Knowledge:  Previous history as retail staff and strong attention to detail.
    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees, and the public.
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind. Ability to professionally represent the Director of Retail and other buyers through phone, email, and other communications.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Organizational Skills: Must know how to keep yourself and others organized and how to determine which tasks are the most important in a given list.  Multi-tasking is a must.
    • Communication Skills: Must collaborate with other administrators and support personnel, management, and clients on a regular basis.
    • Computer Literacy:  Must be able to use standard business software including Word Processing programs, Excel spreadsheets, Power Point, Retail Pro and other necessary programs. 

    JOB SCHEDULE: 20-60 hours per week as needed. Schedule is flexible based on the time of year and the demands of the operation. Spring and Summer schedule is more rigorous and will include 10-hour days and 50-hour weeks at times, particularly during spring startup.

    EMPLOYMENT CLASSIFICATION:  Full-time, exempt

    SALARY:  Annual Salary, bonus based on performance relative to board-set KPI’s.

    Apply Now
  • Retail Sales Associate

    Retail

    Retail Sales Associates serve as a customer service representative for guests to The Mill at Ward Cove; assist guests with purchases; prepare and stock merchandise for sale; perform inventory control duties; organize and distribute merchandise. Perform other duties related to the successful operation of the retail store including cleaning and moderate lifting.

    Duties & Responsibilities:

    • Accurately and efficiently complete all sales transactions and maintain proper cash and media accountabilities at POS registers.
    • Maintain an awareness of the all-product knowledge information, merchandise promotions, test merchandise and advertisements.
    • Always demonstrate outstanding guest service and professionalism
    • Assist in floor moves, merchandising, display maintenance and store housekeeping.
    • Assist in processing and replenishing merchandise; participate in receiving and monitoring floor stock; ensures re-wraps are done promptly.
    • Adhere to all company policies, procedures, and practices including signing, pricing, and loss prevention.
    • Knowledge and promotion of all Ward Cove venues and retail
    • Prepare, clean and organize all equipment and supplies for each day’s needs
    • Participate in all required training and educational clinics
    • Attend all safety training, meetings, and clinics
    • Maintain current knowledge of all safety procedures
    • Work as greeters to welcome guests and conduct guest orientations
    • Answer and address any guest concerns or questions
    • Assist with monitoring inventories of supplies; ensuring venues are clean and in top condition
    • Work a flexible schedule
    • Other duties as assigned

    Job Qualifications:

    • Ability to process information/merchandise through Point-of-Sale computer system
    • Ability to communicate, read, count, and write accurately to complete all documentation
    • Ability to learn, retain and communicate information about retail products to cruise ship guests for sales and upselling of retail items
    • Must understand that exemplary customer service is a top priority and be able to communicate in a professional, friendly, and accurate manner
    • Accuracy in cash handling and a keen eye for detail
    • Must be flexible and able to produce appropriate solutions quickly, working across the organization at times
    • Must be able to find creative solutions to unique problems and employ a logical and organized thought process
    • Must be able to lift 50 pounds, bend, climb stairs, and stand for extended periods of time
    • Should possess good computer skills and be able to learn the internal booking system and accurately enter information
    • Be able to stand for 8 hours or more and work in a demanding environment with crowds
    • Previous retail sales experience preferred, but is not required
    Apply Now
  • Retail Sales Lead

    Retail

    The Retail Sales Lead under the direction of the Retail Manager, oversees the retail sales team and its daily operations. The focus of this position is to meet and exceed revenue goals by promoting and selling retail items to guests. The Retail Sales Lead will schedule Retail Sales Associates and ensure the retail floor is operating efficiently. The Retail Sales Lead will support management in the training and coaching of Retail Sales Associates.

    Duties & Responsibilities:

    • Meet and greet guests with a professional attitude and appearance.
    • Provide excellent customer service to all guests.
    • Reach sales goals by presenting guests with information about retail items and the selling and upsell of retail items.
    • Assist management in the training and coaching of the sales team.
    • Knowledge and promotion of all Ward Cove venues and tours.
    • Participate in all required training and educational clinics.
    • Attend all safety training, meetings, and clinics. Maintain current knowledge of all safety procedures.
    • Answers and addresses any guest concerns or questions.
    • Always demonstrate outstanding guest service and professionalism.
    • Work a flexible schedule.
    • Efficiently use Point of Sale computerized reservation system.
    • Prepare for ship arrivals, including the facilitation of facing and restocking retail displays.
    • Assist with monitoring inventories of supplies; ensuring venues are clean and in top condition.
    • Other duties as assigned.

    Job Qualifications:

    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind.
    • Revenue Minded: Strong sales skills with the ability to present available tour options to guests that closes the sale and/or upsells additional experiences.
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, directing staff, resolving conflicts, and joining in when needed to get the job done.
    • Attention to Detail: Must keep a close eye on key elements: maintaining high company standards, driving revenue, encouraging employee morale, and fostering a positive and customer focused company culture.  Must be able to maintain dual focus on achieving big picture goals while paying attention to small details and many moving parts.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Organizational Skills: Must create, manage, and coordinate work schedules, ship-day task schedules, policies, manuals, and standard business records.  Must be able to keep all members of the team highly motivated and working on the same page.
    • Communication Skills: Needs to communicate with guests accurately and easily, ship staff and team members in a professional and friendly manner to build a strong rapport.
    • Computer Literacy:  Must be able to use standard business software including Word Processing programs, Excel spreadsheets, PowerPoint, Retail Pro and other necessary programs.
    Apply Now
  • Shipping & Warehouse Manager

    Retail

    Year Round, Salary Position.

    The Shipping & Warehouse Manager manages the processing and packaging of shipping orders, supervises tagging, inventory, warehouse organization, and gift shop setup efforts.  Perform administrative duties under the direction of the Director of Retail.  Provide customer service over the phone and via email correspondence as necessary. 

    DUTIES AND RESPONSIBILITIES:  As directed by the Director of Retail.

    • Know and understand the objectives of the retail department and its policies for selling and shipping merchandise while maintaining top notch customer service.
    • Process all phone, mail, and web orders.
    • Keep accurate customer notes in Retail Pro per all phone messages, calls and emails.
    • Deliver packages to USPS and Fed Ex daily or as necessary.
    • Maintain an accurate record of all outgoing packages in Retail Pro, including received and ship dates and tracking information in customer files.
    • Collect merchandise and freight invoices, packing slips, and other pertinent data for all shipments.
    • Inform the Director of Retail about new merchandise received and regarding the status of orders relating to ship date.
    • Be responsible for shipping and retail supply inventory and update physical count weekly.
    • Supervise preseason crew.  Assume responsibility for accomplishing tasks in a timely, accurate manner including setting up the gift shop with direction of the Director of Retail.
    • Monitor placement of merchandise in the warehouse and assume responsibility for the location of all merchandise.
    • Monitor the accuracy of the tagging assembly process and make changes to improve the efficiency of the system.
    • Maintain a well-organized and clean warehouse space and work area.
    • Assume responsibility for quality control and approval of labeling/boxing, including the “label-by-the-case” job.
    • Perform general administrative duties or special projects as assigned by Retail Manager or Director of Retail.

    JOB QUALIFICATIONS:

    • Knowledge:  Previous history as retail staff and be able to delegate or multi-task to achieve maximum efficiencies to meet firm deadlines.
    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees, and the public.
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Organizational Skills: Must know how to keep yourself and others organized and how to determine which tasks are the most important in a given list.  Multi-tasking is a must.
    • Communication Skills: Must collaborate with other administrators and support personnel, management, and clients on a regular basis.
    • Computer Literacy:  Must be able to use standard business software including Word Processing programs, Excel spreadsheets, Power Point, Retail Pro and other necessary programs. 

    JOB SCHEDULE: 20-60 hours per week as needed. Schedule is flexible based on the time of year and the demands of the operation. Spring and Summer schedule is more rigorous and will include 10-hour days and 50-hour weeks at times, particularly during spring startup.

    EMPLOYMENT CLASSIFICATION:  Full-time, exempt

    SALARY:  Annual Salary, bonus based on performance relative to board-set KPI’s.

    Apply Now
  • Tour Operations

  • Activities Guide

    Tour Operations

    Activities Guides are professional guides committed and focused on providing unparalleled customer service and have the skill and demeanor to facilitate a safe and fun experience for cruise ship guests. Guides will be rotated through different tours throughout the cruise ship season, so every week will be a new adventure! Guides will be cross trained in leading electric mountain bike tours, lake kayaking, sea cycling and hiking tours.  

    Duties & Responsibilities: 

    • Conduct safe and informative, high-level tours, which meet and exceed guest expectations 
    • Meet and greet guests with a professional attitude and appearance 
    • Service & maintain all equipment in the best possible condition, report damage and issues to supervisor 
    • Share knowledge and relevant information in a fun and entertaining manner in front of groups as large as twenty people 
    • Prepare all equipment and supplies for each day’s needs 
    • Participate in all required training and educational clinics 
    • Attend all safety training, meetings, and clinics 
    • Maintain current knowledge of all safety procedures 
    • Work collaboratively with fellow guides and all management 
    • Outfit guests in weather appropriate gear and safety equipment 
    • Provide instructions to guests of varying skill levels on the safe use of equipment 
    • Update FareHarbor booking reservation system as needed 
    • Answer and address any guest concerns or questions 
    • Cleans and organizes all equipment and workspaces, and maintains inspection log 
    • Able to work outdoors for long days in diverse weather conditions 
    • Always demonstrate outstanding guest service and professionalism 
    • Be ready to perform basic First Aid and CPR if needed 
    • Work a flexible schedule 
    • Build a comprehensive knowledge base about the flora and fauna of southeast Alaska, the history of the Ketchikan Pulp Mill, the Tongass National Forest and surrounding areas 

    Job Qualifications: 

    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees, and the public 
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind 
    • Attention to Detail: Maintaining high company standards in the upkeep of gear and equipment, presentation of the tour product and customer focus  
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times. Must be able to find creative solutions to unique problems and employ a logical and organized thought process 
    • 1 to 2 years of previous guiding experience in an outdoor environment, preferred but not required 
    • First aid & CPR certified; lifeguarding, water rescue, kayak instruction helpful, but we will also provide training 
    • Presentation skills: Must be able to deliver a scripted/non-scripted, entertaining, informative, safety briefing and tour presentation on a 2–3-hour tour multiple times a day to guests with varying backgrounds and skillsets 
    Apply Now
  • Outfitter & Camp Hand

    Tour Operations

    The Outfitter & Camp Hand is responsible for maintaining the adventure tour gear room, outfitting guests with climate wear and safety gear in preparation for their excursions and the upkeep of the campsite and firepit areas. The Outfitter and Camp Hand greets guests at the beginning and end of their excursions and properly sizes them with clean, comfortable outer wear and safety gear and then collects it and cleans it upon their return. The Outfitter & Camp Hand will also maintain the tour’s campsite area for cleanliness, prepare the firepit for the day’s excursions and stock beverages and snacks for the guest’s arrival.  

    Duties & Responsibilities: 

    • Meet and greet guests with a professional attitude and appearance 
    • Provide excellent customer service to all guests 
    • Outfit guests with outer wear, safety gear for their excursions and collect gear to clean at the end of the excursions 
    • Maintains inventory and rotates gear after cleaning 
    • Chops wood and sets up the firepit at the tour campsites 
    • Maintains campsite area for cleanliness and creates a welcoming atmosphere 
    • Knowledge and promotion of all Ward Cove venues and retail 
    • Prepare all equipment and supplies for each day’s needs 
    • Participate in all required training and educational clinics 
    • Attend all safety training, meetings, and clinics. Maintain current knowledge of all safety procedures 
    • Work a flexible schedule 
    • Other duties as assigned 

    Job Qualifications: 

    • Must understand that exemplary customer service is a top priority and be able to communicate in a professional, friendly, and accurate manner 
    • Be able to stand for 8 hours or more and work in a demanding environment with crowds both inside and outside in varying weather conditions 
    • Must be able to maintain a safe and comfortable environment for guests, employees, and the public 
    • Able to lift 50lbs 
    • Comfortable working with wood splitting equipment, building fires and working outdoors 
    Apply Now
  • Safety Boat Driver

    Tour Operations

    The Safety Boat Driver works in complement with the lead kayak guide, ensuring the safety of all guests and reacting quickly and appropriately in the event of an emergency or tipping event. Safety Boat Drivers are professional guides committed and focused on providing unparalleled customer service and have the skill and demeanor to facilitate a safe and fun experience for cruise ship guests. Safety Boat Drivers will assist the lead guide in instructing guests of varying backgrounds and skillsets in the safe operation, paddling techniques and safety procedures of a tandem kayak on a lake/ocean environment. Guides and the Safety Boat Driver will lead/follow groups around the lake/ocean route while presenting information about the flora, fauna & history of the area in a fun and entertaining manner while working as a team.  

    Duties & Responsibilities: 

    • First on scene of any in-water incident, tipping event and all other emergencies. 
    • Conduct safe and informative, high-level tours, which meet and exceed guest expectations. 
    • Meet and greet guests with a professional attitude and appearance. 
    • Service & maintain all equipment in the best possible condition, report damage and issues to supervisor. 
    • Share knowledge and relevant information in a fun and entertaining manner in front of groups as large as twenty people. 
    • Prepare all equipment and supplies for each day’s needs. 
    • Participate in all required training and educational clinics. 
    • Attend all safety training, meetings, and clinics. Maintain current knowledge of all safety procedures. 
    • Work collaboratively with fellow guides and all management. 
    • Outfit guests in weather appropriate gear and safety equipment. 
    • Provide instructions to guests of varying skill levels on the safe use of equipment. 
    • Update Fareharbor booking reservation system as needed. 
    • Answers and addresses any guest concerns or questions. 
    • Cleans and organizes all equipment and workspaces and maintains inspection log. 
    • Able to work outdoors for long days in diverse weather conditions. 
    • Always demonstrate outstanding guest service and professionalism. 
    • Be ready to perform in-water rescues and basic First Aid and CPR if needed. 
    • Work a flexible schedule. 
    • Build a comprehensive knowledge base about the flora and fauna of southeast Alaska, the history of the Ketchikan Pulp Mill and surrounding areas. 

    Job Qualifications: 

    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees, and the public. 
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind. 
    • Attention to Detail: Maintaining high company standards in the upkeep of gear and equipment, presentation of the tour product and customer focus. 
    • Problem-Solving Skills: Need to have a situational awareness and foresight to be able to solve problems prior to them becoming an issue. Must be flexible and able to produce appropriate solutions quickly, while working as a team.  
    • 1 to 2 years of previous guiding experience in an outdoor environment, preferably as a kayak guide preferred. 
    • First aid & CPR certified; lifeguarding or water rescue experience helpful. 
    • Presentation skills: Must be able to deliver a scripted/non-scripted, entertaining, informative, safety briefing and tour presentation on a 2–3-hour tour multiple times a day to guests with varying backgrounds and skillsets. 
    Apply Now
  • Tour Operations Lead

    Tour Operations

    Tour Operations Leads are professional guides committed and focused on providing unparalleled customer service and have the skill and demeanor to facilitate a safe and fun experience for cruise ship guests. Under the direction of the Operations Manager: Active Tours, the Tour Operations Lead will mentor, coach, and assist in overseeing their guide teams for the appointed active tour, while also leading cruise ship guests on a world-class vacation experience. Guides will be cross trained in leading electric mountain bike tours, lake kayaking, sea cycling and hiking tours, so they can be rotated into the different tours as needed, so the Tour Operations Lead will have a revolving team and will provide personnel feedback to management in order to have the most effective teams.  

    Duties & Responsibilities: 

    • Conduct safe and informative, high-level tours, which meet and exceed guest expectations. 
    • Mentor, coach and evaluate team members, while creating a cohesive and effective team environment. 
    • Meet and greet guests with a professional attitude and appearance. 
    • Service & maintain all equipment in the best possible condition, report damage and issues to management. 
    • Share knowledge and relevant information in a fun and entertaining manner in front of groups as large as twenty people. 
    • Prepare all equipment and supplies for each day’s needs. 
    • Participate in all required training and educational clinics. 
    • Attend all safety training, meetings, and clinics. Maintain current knowledge of all safety procedures. 
    • Works collaboratively with fellow guides and all management. 
    • Outfit guests in weather appropriate gear and safety equipment. 
    • Provide instructions to guests of varying skill levels on the safe use of equipment. 
    • Update Fareharbor booking reservation system as needed. 
    • Answers and addresses any guest concerns or questions. 
    • Cleans and organizes all equipment and workspaces and maintains inspection log. 
    • Able to work outdoors for long days in diverse weather conditions. 
    • Always demonstrate outstanding guest service and professionalism. 
    • Be ready to perform basic First Aid and CPR if needed. 
    • Work a flexible schedule. 
    • Build a comprehensive knowledge base about the flora and fauna of Southeast Alaska, the history of the Ketchikan Pulp Mill and surrounding areas. 

    Job Qualifications: 

    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees, and the public.
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind. 
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, directing, and coaching staff, resolving conflicts, and joining in when needed to get the job done. 
    • Attention to Detail: Maintaining high company standards in the upkeep of gear and equipment, presentation of the tour product and customer focus.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times. Must be able to find creative solutions to unique problems and employ a logical and organized thought process. 
    • Communication Skills: Needs to accurately communicate standards, values and the direction of the company to staff, guests and the public. 
    • 1 to 2 years of previous guiding experience in an outdoor environment a plus. 
    • First aid & CPR certified; lifeguarding, water rescue, kayak instruction helpful. 
    • Presentation skills: Must be able to deliver a scripted/non-scripted, entertaining, informative, safety briefing and tour presentation on a 2–3-hour tour multiple times a day to guests with varying backgrounds and skillsets. 
    Apply Now
  • Van Driver

    Tour Operations

    The Van Driver’s number one priority is to safely transport our guests, while providing an exemplary tour experience. The Driver engages with guests and non-cruise guests for all excursions offered at The Mill at Ward Cove, provides them with informative and entertaining narration in a professional manner. Van Driver will be knowledgeable about points of interest, the history and culture of the area.  

    Duties & Responsibilities: 

    • Drive in a safe and responsible manner in accordance with all DOT guidelines 
    • Meet and greet guests with a professional attitude and appearance 
    • Provide excellent customer service to all guests 
    • Deliver an entertaining, accurate, and informative narration throughout the tour or transfer 
    • Knowledge and promotion of all Ward Cove venues and retail 
    • Follows all directives and regulations for keeping and maintaining vehicles in proper operating manner 
    • Participate in all required training and educational clinics 
    • Attend all safety training, meetings, and clinics 
    • Maintain current knowledge of all safety procedures 
    • Clean inside and outside of vehicles as needed or scheduled 
    • Answer and address any guest concerns or questions 
    • Complete pre- and post-vehicle inspection checklist and communicate any issues to supervisor 
    • Always demonstrate outstanding guest service and professionalism 
    • Work a flexible schedule 
    • Be aware of guest count on the vehicle, ensuring no one is left behind 
    • Other duties as assigned 

    Job Qualifications: 

    • One year of prior commercial driving experience, preferred (CDL is not required) 
    • Must be at least 21 years of age with a valid driver’s license 
    • Ability to learn, retain and communicate information about excursions to cruise ship guests to provide entertaining and informative narration 
    • Must understand that exemplary customer service is a top priority and be able to communicate in a professional, friendly, and accurate manner 
    • Accuracy in the upkeep of manifests, inspection logs etc. 
    • Have or be able to attain First Aid/CPR certification 
    • Thorough knowledge of driving/roadway laws and regulations in the state of Alaska 
    • Clean driving record with no DUI, DWI, negligent or reckless driving citations 
    • Willing to submit to pre-employment, random, post-accident and reasonable suspicion of drug and alcohol testing 
    • Able to lift and carry 25lbs 
    Apply Now
  • Tour Sales

  • Sales & Logistics Manager

    Tour Sales

    Year Round, Salary Position.

    The Sales & Logistics Manager manages and coordinates the sales of the Tour Department to ensure revenue and guest satisfaction standards are met.  This position oversees the day-to-day sales operations of the Tour Department. The successful candidate will be a creative, strategic thinker who works with the Director of Sales & Logistics and other supervisory staff to identify areas for improvement and who constantly achieves our company goals to ensure revenue and guest satisfaction standards are met.

    DUTIES AND RESPONSIBILITIES:  As directed by the Director of Sales & Logistics

    • Build strong relationships with shipboard shore excursion staff.
    • Communicates sales information and logistics to shipboard staff and trains staff to assist with these tasks.
    • Manages cruise ships prearrival communications & sales, onsite excursion sales and logistics and serves as coach to each member of the staff so they operate as an effective team.
    • Supervises and trains sales staff in effective selling and upselling.
    • Provides periodic performance evaluations of staff for continued success.
    • Is knowledgeable of and clearly communicates to staff all policies and procedures.
    • Manages online FareHarbor reservation system and updates to prearrival sales from ships.
    • Oversees communication and compliance of contracted tour providers.
    • Oversees communication and follow through of charter group sales.
    • Assists with allocations and proposals to cruise lines.
    • Oversees settlement process and daily reporting to accounting department.
    • Monitor inventories of supplies and order as needed.
    • Ensure all sales supplies are available and equipment is in top condition.
    • Monitor conditions of facilities and make suggestions for improvement.
    • Conducts site tours for onboard staff and facilitates FAM trips.
    • Other duties as assigned.

    JOB QUALIFICATIONS:

    • Knowledge:  Minimum 5 years’ experience working in the tourism industry, preferably in Alaska, with emphasis in sales and guest services. Experience working with cruise lines required, onboard or shoreside cruise line experience preferred. Minimum 3 years’ experience managing staff.
    • Safety Focus: Must be able to maintain a safe and comfortable environment for guests, employees, and the public
    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind.
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, always directing staff, resolving conflicts, and joining in when needed to get the job done.
    • Attention to Detail: Must keep a close eye on key elements: maintaining high company standards, controlling costs, driving revenue, encouraging employee morale, and fostering a positive and customer focused company culture.  Must be able to maintain dual focus on achieving big picture goals and business development while paying attention to small details and many moving parts.
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process.
    • Organizational Skills: Must create, manage, and coordinate work schedules, ship-day task schedules, policies, manuals, and standard business records.  Must be able to keep all members of the team highly motivated and working on the same page.
    • Communication Skills: Needs to communicate standards accurately and easily, values and the direction of the company to staff, guests and the public. Must communicate timely updates to the Director of Sales & Logistics during planned, and if necessary, un-planned meetings.  Must constantly seek feedback from staff and guests as well as communicate with the public.
    • Computer Literacy:  Must be able to use standard business software including Word Processing programs, Excel spreadsheets, Power Point, and other necessary programs. Must have strong Excel skills.

    JOB SCHEDULE: 20-60 hours per week as needed. Schedule is flexible based on the time of year and the demands of the operation. Winter schedule is slower and includes time for vacation. Spring and Summer schedule is more rigorous and will include 10-hour days and 50-hour weeks or more at times, particularly during spring startup.

    EMPLOYMENT CLASSIFICATION:  Full-time, exempt

    SALARY:  Salary DOE, bonus based on performance relative to board-set KPI’s.

    Apply Now
  • Tour Logistics Lead

    Tour Sales

    The Tour Logistics Lead under the direction of the Sales & Logistics Manager, oversees the logistics team and its daily operations. The main focus of this position is to ensure accuracy in the updating of spreadsheets and reservation system, acting as a liaison to the cruise ship’s Shore Excursions teams and allocating additional space as needed to surpass departmental revenue goals. The Tour Logistics Lead will support management in the training and coaching of the logistics team and the execution of operational tasks.  

    Duties & Responsibilities: 

    • Update tour allotments, reservation system and tour sales from the ship’s daily/weekly updates. 
    • Assign additional tour space as needed or available. 
    • Act as a point of contact via email and in-person for the ship’s Shore Excursions teams for updates on tour counts. 
    • Assist management in training and coaching the logistics team. 
    • Provide excellent customer service to all guests. 
    • Aid the sales team in reaching revenue goals by monitoring sales reports and allocating more tour space as needed. 
    • Assist management in the training and coaching of the sales team. 
    • Knowledge and promotion of all Ward Cove venues and retail. 
    • Participate in all required training and educational clinics. 
    • Attend all safety training, meetings, and clinics. Maintain current knowledge of all safety procedures. 
    • Always demonstrate outstanding guest service and professionalism. 
    • Work a flexible schedule. 
    • Efficiently use computerized reservation system to update tour sales. 
    • Assist with monitoring inventories of supplies; ensuring venues are clean and in top condition. 
    • Other duties as assigned. 

    Job Qualifications: 

    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind. 
    • Revenue Minded: Critical thinker that recognizes revenue opportunities while considering operational costs. 
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, directing staff, resolving conflicts, and joining in when needed to get the job done. 
    • Attention to Detail: Must keep a close eye on key elements: maintaining high company standards, driving revenue, encouraging employee morale, and fostering a positive and customer focused company culture.  Must be able to maintain dual focus on achieving big picture goals and business development while paying attention to small details and many moving parts. 
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process. 
    • Organizational Skills: Must be able to multi-task accurately while working on a deadline in a fast-paced environment.  Must be able to keep all members of the team highly motivated and working on the same page. 
    • Communication Skills: Needs to accurately and easily communicate with guests, ship staff and team members in a professional and friendly manner to build a strong rapport. 
    • Computer Literacy:  Must be able to use standard business software including Word Processing programs, Excel spreadsheets, PowerPoint, and other necessary programs. 
    Apply Now
  • Tour Sales Lead

    Tour Sales

    The Tour Sales Lead under the direction of the Sales & Logistics Manager, oversees the sales team and its daily operations. The main focus of this position is to meet and exceed revenue goals by promoting and selling pier-side tickets/vouchers to cruise guests and non-cruise guests for all excursions available at The Mill at Ward Cove. The Tour Sales Lead will ensure guests meet the excursion requirements, confirm guests sign excursion waivers as required, announce tour departures over the PA system, and keep accurate records of excursion inventory and departure times. The Tour Sales Lead will support management in the training and coaching of Sales Representatives and the execution of operational tasks.  

    Duties & Responsibilities: 

    • Meet and greet guests with a professional attitude and appearance. 
    • Provide excellent customer service to all guests. 
    • Reach sales goals by presenting guests with information about all tours, shuttles, and events available for the day to complete the sale and upsell of tour products. 
    • Assist management in the training and coaching of the sales team. 
    • Knowledge and promotion of all Ward Cove venues and retail. 
    • Participate in all required training and educational clinics. 
    • Attend all safety training, meetings, and clinics. Maintain current knowledge of all safety procedures. 
    • Answers and addresses any guest concerns or questions. 
    • Always demonstrate outstanding guest service and professionalism. 
    • Work a flexible schedule. 
    • Efficiently use computerized reservation system to book tours and shuttle tickets. 
    • Prepare for ship arrivals, including updating daily tour sales, departure times, and ensuring that all kiosks are ready and available when guests arrive. 
    • Update FareHarbor (reservation system) from pre-arrival and day of sales updates, as well as updating tour display system. 
    • Assist with monitoring inventories of supplies; ensuring venues are clean and in top condition. 
    • Other duties as assigned. 

    Job Qualifications: 

    • Customer-Service Focus: Must understand that customer service is a top priority and must conduct all actions with this in mind. 
    • Revenue Minded: Strong sales skills with the ability to present available tour options to guests that closes the sale and/or upsells additional experiences. 
    • Leadership:  Must be a strong leader, encouraging and motivating a team during long days, directing staff, resolving conflicts, and joining in when needed to get the job done. 
    • Attention to Detail: Must keep a close eye on key elements: maintaining high company standards, driving revenue, encouraging employee morale, and fostering a positive and customer focused company culture.  Must be able to maintain dual focus on achieving big picture goals and business development while paying attention to small details and many moving parts. 
    • Problem-Solving Skills: Must be flexible and able to produce appropriate solutions quickly, working across the organization at times.  Must be able to find creative solutions to unique problems and employ a logical and organized thought process. 
    • Organizational Skills: Must create, manage, and coordinate work schedules, ship-day task schedules, policies, manuals, and standard business records.  Must be able to keep all members of the team highly motivated and working on the same page. 
    • Communication Skills: Needs to accurately and easily communicate with guests, ship staff and team members in a professional and friendly manner to build a strong rapport. 
    • Computer Literacy:  Must be able to use standard business software including Word Processing programs, Excel spreadsheets, PowerPoint, and other necessary programs. 
    Apply Now
  • Tour Sales Representative

    Tour Sales

    Tour Sales Representatives promote and sell pier-side tickets/vouchers to cruise guests and non-cruise guests for all excursions offered by The Mill at Ward Cove. Tour Sales Representatives will ensure guests meet the required excursion requirements, confirm guests sign excursion waivers as required, announce excursion departures over the PA system, and keep accurate records of excursion inventory and departure times. The Tour Sales Representative will be knowledgeable about all excursions, shuttles, independent tour operators, and be an excellent source of information about the area. 

    Duties & Responsibilities: 

    • Meet and greet guests with a professional attitude and appearance 
    • Provide excellent customer service to all guests 
    • Provide guests with information about all tours, shuttles, and events available to complete the sale, and upsell tour products 
    • Efficiently use a computerized reservation system to book tours and shuttle tickets 
    • Assist with preparing for ship arrivals, including updating daily tour sales, departure times, and ensuring that all kiosks are ready and available when guests arrive 
    • Help with updating FareHarbor (reservation system) from pre-arrival and day of sales updates, as well as updating tour display system  
    • Knowledge and promotion of all Ward Cove venues and retail 
    • Prepare all equipment and supplies for each day’s needs 
    • Participate in all required training and educational clinics 
    • Attend all safety training, meetings, and clinics 
    • Maintain current knowledge of all safety procedures 
    • Work as greeters to welcome guests and conduct guest orientations 
    • Answer and address any guest concerns or questions 
    • Cleans and organizes all equipment and workspaces 
    • Always demonstrate outstanding guest service and professionalism 
    • Work a flexible schedule 
    • Assist with monitoring inventories of supplies; ensuring venues are clean and in top condition 
    • Other duties as assigned 

    Job Qualifications: 

    • Ability to learn, retain and communicate information about excursions to cruise ship guests for sales and upselling of tours/shuttles/events 
    • Must understand that exemplary customer service is a top priority and be able to communicate in a professional, friendly, and accurate manner 
    • Accuracy in the upkeep of manifests, sales reports, tour information and availability with a keen eye for detail 
    • Must be flexible and able to produce appropriate solutions quickly, working across the organization at times 
    • Must be able to find creative solutions to unique problems and employ a logical and organized thought process 
    • Should possess good computer skills and be able to learn the internal booking system and accurately enter information 
    • Be able to stand for 8 hours or more and work in a demanding environment with crowds 
    • Previous sales experience preferred, but is not required 
    Apply Now

How to Apply

Thank you for your interest in applying for a job at The Mill at Ward Cove.  Please click Apply Now to begin our online application process.


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