Cruise Operations Manager

Cruise Operations Manager

Salary: $4100- $4500 monthly DOE 

Timeframe: Full time, expected 40-50 hours/week 

Location: Present in Haines, Alaska to prepare for season set-up through completion of shutdown. Typically, this occurs between mid-March through mid-October. Remote work possible outside of these months. 

Winter role vs. summer role varies considerably in terms of time, projects, and general business of the Haines office. 

Overview: 

Alaska Mountain Guides operates a variety of tours for guests visiting Southeast Alaska. Our primary clientele involves cruise ships, though independent travelers are also welcome. The main responsibility of the Haines Cruise Operations Manager is to oversee each of the tour sites and their corresponding site managers as well as assist in a variety of day-to-day operations of the company through a combination of field and office work.  

Job Qualifications: 

• Must be 21 years old 
• Prior experience in cruise industry/tourism is preferred 
• Excellent organizational and management skills 
• Strong computer and database skills (Microsoft Excel and Word, Adobe, etc)
• Some experience in the outdoors is preferred.  
  
  

Management 

• Oversee Haines cruise program site managers & field staff. This includes but is not limited to ensuring programs are run smoothly and efficiently, and that company policies and procedures are followed. 
• Oversee vehicle fleet, maintenance, records, and general tour preparedness. 
• Oversee dock representation and presence including relationships with ship staff. 
• Create agenda for and lead cruise program team meetings. 
  
  

Administrative Cruise Program Support & Leadership 

• Support dispatch functions including but not limited to: scheduling, radio management, database interface, daily preliminary reports, accurately recording final numbers, and phone reception. 
• Support development, quality, efficiency, and overall cruise programming in Haines. 
• Support cruise and independent sales goals. 
• Work closely with expedition department to balance LT/cruise staffing. 
• Help lead communications with all cruise ship partners for Haines-based ships. 
• Help lead communication efforts with local partners. 
• Coordinate with Catering Manager. 
• Coordinate with Haines-Skagway Fast Ferry as needed. 
• Coordinate and implement emergency response procedures in the office and directing field staff.
  
  

Operational Functions 

• Regular audits of Haines tours and field staff. 
• Support seasons start up and season shut down – vehicles, employees, site locations, equipment, etc. 
• Support other familiarization trips with cruise ships and onboard sales team as needed. 
• Class B CDL or willingness to acquire Class B CDL. 
• Fill-in guiding or driving shifts if required. 
• Support other projects/tasks on an as needed basis.
  
  

Expedition Program Sales/Client Care Functions – These responsibilities will come secondary to cruise programming, with additional support in the shoulder/winter seasons. 

• Support sales efforts - Answer phone calls and emails from guests looking to book trips. facilitate booking/sales. 
• Support sales, administrative, and operations departments with daily responsibilities. 
• Coordinate with appropriate manager for specific functions. 
• Support client care efforts such as pre-trip emails, post-trip follow ups, and paperwork collection. 
• Assist with phone reception. 

Time Off 

• Two weeks paid vacation included. Employees are eligible for paid vacation following 90 days employment. 
  • Vacation time to be taken between November 1 and March 1 and must be approved by Haines Cruise Program Manager to ensure time off is coordinated with other staff to ensure there is no lapse in office coverage. Vacations outside this window may not be approved. 
• 3 sicks days and 2 personal days included.  
• Vacation, sick days, and personal days all renew January 1st, “use it or lose it” policy. 
• More time off is possible but is unpaid. 
  
  

Winter Season 

• Primary functions include but not limited to: 
  • Hiring for summer season 
  • Creation and management of cruise allocations 
  • Expedition sales (see above) 
  • Helping all departments as needed 
• Remote work possible in winter 
  • Remote work is a privilege based on performance and is not guaranteed 
• Must be present in Haines office a minimum of two weeks prior to first guide arrivals in Haines and through season shut-down (typically mid-March through mid-October)