Cape Fear Riverboats is downtown Wilmington’s longest continuously running boat tour We’ve been offering a wide range of scenic Cape Fear River cruises since 1987. Our cruises offer narrated sightseeing tours and private charters for downtown Wilmington visitors and locals to experience an exciting yet relaxing option for holiday parties, anniversaries, birthdays, cocktail parties, romantic dates, and family reunions. Come join us working aboard the Henrietta and the Captain J.N. Maffit.

We are now hiring for a General Manager.

Job Summary:

The successful General Manager:

• Oversees all staff, including recruitment, training, coaching, development, and retention.
• Oversees sales operations including yearly sales goals, group reservations, responding to inquiries, relationship building, growth opportunities, and ticket booth operations.
• Oversees vessel operations including aspects of prudent seamanship, capital improvements, systems maintenance and repairs, and financial management of the operation.
• Oversees food & beverage operations including inventory management, purchasing, equipment repair, sanitation, and overall profitability.
• Oversees execution of cruises to ensure consistently high levels of safety, quality, service and customer satisfaction while maintaining a high level of profitability.
• Represents Hampton Roads Harbor Tours as the face of the company; by actively engaging in the community, participating in trade shows, liaison with the CG & Health Department, and participating in local/regional/national government and association meetings.

Essential Job Functions:

Operations

• Ensures effective execution of each cruise according to company specifications so that guests receive a quality, seamless experience on each cruise. Specifically:
• Directs the efforts of the team
• Rides cruises to observe & coach Captains and staff
• Identifies skills training needs for all Captains
• Rotate on cruises and ensure adherence to procedures. This includes thorough pre-cruise preparation, adherence to cruise scripts, supervision of crew, proper piloting of vessel, adherence to all Coast Guard rules and regulations, and guest satisfaction
• Works with VP Operations to direct the execution of the Safety Program, including emergency drills.
• Works with VP Operations to establish department priorities and execute against them based on long-term vision.
• Works with VP Operations & GM to develop all budgets according to company guidelines.
• Participates in the development of the city’s strategic business plan
• Prepares detailed plans of significant R&M and capital projects. Plans should include timelines, man-hours, and contingencies. Plans must be revised frequently during the execution period.
• Oversees and ensures the proper maintenance of all ship’s systems and boarding facilities.
• Contracts necessary repairs, when outside expertise is required, following company policy for authorization of expenditures.
• Gather pertinent cruise event details from the other departments to ensure special guest requests are fulfilled thereby ensuring complete guest satisfaction
• Conduct pre-cruise meetings and communicate to crew all necessary information regarding the cruise (special needs, boarding procedures, etc.)
• Ensure that staff and guests adhere to all safety standards and procedures
• Ensure adherence to Coast Guard rules and regulations, and other federal and local rules and regulations
• Execute other projects as assigned by management

Operations Team Management

• Recruit Captains, marine crew, food & beverage crew, & ticket booth staff when necessary to fill vacant positions
• Deliver training to new crew
• Schedule crew according to staffing matrix
• Adhere to Company’s performance management guidelines for all discipline and termination situations
• Provides ongoing performance feedback & coaching to all team members.
• Works with VP Operations & GM to prepare & deliver annual performance reviews of all team members.
• Works with VP Operations & GM to provide & direct development/career growth plans for each team member.
• Recommend to Management the promotion of crew
• Develop positive working relationships with management team and peers
• Develop strong teamwork within the staff

Guest Services

• Responsible for yearly company sales goals set by General Manager
• Sell and coordinate group reservations & charters
• Handle incoming inquiries received via phone, mail and internet in a timely manner
• Establish positive and professional relationships with clients to earn repeat business and ensure quality score goals are met
• Maintain detailed diary notes from all client interactions
• Explore new opportunities and establish future connections
• Exemplify professional and efficient communication
• Return all phone calls and emails within the same business day
• Demonstrate excellence in communicating all event information internally -- through catering meetings, “All-Calls”, finals and additional communication with all departments as needed.
• Outbound sales efforts to past 3-years of booked clients, lost sale events, and new leads as provided by management team
• Resolve guest problems in conjunction with the onboard team utilizing strong guest service skills and exercising effective communication skills in keeping with company objectives and guest retention
• Oversee the implementation and execution of safety programs in accordance with Coast Guard regulations and established Company policies

Administration

• Monitors and controls all costs associated with the operation in accordance with budget.
• Finds and recommends cost savings that are consistent with company objectives.
• Provides a monthly forecast to the General Manager
• Maintains supply and equipment purchasing systems, which ensure maximum quality, least cost and high reliability
• Monitors/oversees scheduling operations work periods to achieve maximum payroll efficiency.
• Completes all shift records: checklist, logbook, payroll, and documentation of safety training.
• Maintains all vessel maintenance records and equipment warranties using preventative maintenance software.
• Ensure that incident reports are completed accurately and promptly
• Execute collateral duties as assigned by Management: uniforms, crew training, safety training, recruiting, scheduling crew and routine vessel maintenance
• Attend all scheduled meetings

Supervisory Responsibilities

• Supervise & train all employees in all aspects of the Operation & Vessel Maintenance.

Education, Certifications and Work Experience:

• Bachelor's Degree preferred
• Minimum of eight (8) years of Management experience—preferably to include five (5) years as an Operations or General Manager
• Mathematical skills necessary to interpret reports and budgets
• Operate vessel in accordance with all Coast Guard rules and procedures.
• Successfully manage crew.
• Communicate effectively in oral and written form.
• Train and develop staff.
• Analyze and solve problems.
• Demonstrated ability to manage multiple priorities/tasks.
• Establish and maintain effective working relationships as required by job responsibility.
• Provide advice/opinion and exercise discretion concerning confidential and sensitive matters.
• Persuade and influence people.
• Listen effectively, assesses the situation, determine relevant issues, identify solutions and gain consensus.
• Set aside emotional factors and/or validate them in order to discover key/relevant issues.
• Work with Microsoft applications
• Qualified comprehensive background check required
• Must submit to pre-employment and ongoing random drug and alcohol testing
• As per USCG regulation, must be a US citizen or Permanent Resident

Knowledge Skills & Abilities:

• Must be able to effectively understand and convey written and verbal information to guests and coworkers
• Must possess a service orientation – actively looking for ways to help others
• Energetic and enthusiastic personality essential

Typical Physical Demands:

• Will work for extended periods of time without sitting
• Must be able to lift to fifty (50) pounds
• Must be able to throw mooring lines from ship to pier
• Must have normal hearing & color vision to accurately interpret navigational lights and color-sensitive system and safety displays
• Climbing of stairs or ladders may be required as is occasional stooping, twisting, & reaching.

Work Environment:

• The duties for this position are normally performed on a vessel or dock with exposure to non-climate-controlled areas – engine rooms, pilot houses, & exterior decks – 100% of the time. These local temperatures are dependent on exterior weather and the vessel may operate 365 days/year.

The successful General Manager will personally contribute to the guest experience, be favorably viewed by supervisors and peers, and be swift and efficient in the execution of their assigned duties. Performance will be measured by quality, service, safety, management evaluation, and feedback from peers on the city’s team and guests.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as necessary to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Hampton, VA 23669: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

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