BASIC PURPOSE: This role involves the overall supervision of Guest Port Operations and Guest Airport Operations relating to the embarkation and debarkation process, ensuring that quality and reliability standards are maintained at all times and that clients are always served with the excellent levels of service which are expected of SMS International Shore Operations U.S., Inc.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

General:

• Follows all department and company regulations as outlined in the Employee Handbook and Departmental Policy & Procedures.
• Leads by showing commitment and performing to company’s vision and strategy, while designing solutions and processes that are aligned with the organizations and our department’s and clients’ goals.
• Maintain vision and standards that reflect best-of-class customer service and a philosophy that demonstrates we are easy to do business with.
• Performs to earn management’s full confidence and protects operation by keeping information confidential, and assures discrete handling of all business.
• Contributes to the department’s effectiveness by offering information and suggestions, integrating objectives with other functions and accomplishing relating results as needed.
• Establishes effective priorities and procedures and updates them to meet changing needs.
• Performs work according to job requirements and works with accuracy and efficiency.
• Communicates and updates senior management on progress of assigned initiatives or related issues that require management’s attention.
• Keeps job knowledge current by staying informed and participating in training programs. Attends meetings, workshops or seminars as required or when applicable.
• Participate in industry forums, as directed by senior management, related to port/ airport operations.
• Displays cooperation and teamwork by being available on weekends, after hours, and on short notice, as required and requested by management.
• Follows set policies when requesting time off and updates voice-mail/e-mail “Out-of-Office” message prior to taking any time off. Turns over any assignments to back-up, when applicable.
• Responsible for any and all duties as assigned by management.

Staffing:

• Ensure that all set staffing levels and man-hours are being met and work with senior management to suggest adjustments.
• Ensure schedules are prepared in advance and published using Mizzisoft scheduling program.
• Plans, allocates and manages staff resources that outline and support procedures and set standards for respective area.
• Continuously work to improve guest experience by:

• Actively strengthen and develop rapport and team spirit with all staff and local service providers.
• Lead and assist the training of new management in the areas of inventory control, operational strategies, guest resolutions, over sales, policies and procedures.
• Ensures all staff members are in uniform at all times.
• Assists with the training of all new Guest Port Services and Guest Airport Services staff in the areas of operational strategies, guest complaints, guest resolutions, personnel issues, etc.
• Follows through in a timely manner with employee disciplinary action and corrective counseling, and reports any deficiencies or issues to direct supervisor.
• Maintains each supervisor’s file and ensures that employee is meeting department’s standard in the areas of attendance, punctuality and performance.
• Reviews all employee performance evaluations with each corresponding supervisor and presents to Human Resources for formal annual review.
• Ensure that site staff works effectively as a team with each other and with other SMS International Shore Operations staff.
• Works closely with Human Manager to assist with recruiting efforts and open houses for West Coast, as needed.

Key:

• Liaisons with pier personnel, respective internal departments and vendors to address and resolve issues and complaints related, but not limited to, ground operation, transportation, hotels, airport.
• Ensure compliance of set standards, policies and procedures that govern the company and department and promote excellence in all areas.
• Sustain an open door policy and encourage productive dialogue with team members.
• Works closely with vendors to help maintain and reinforce guidelines and procedures that meet department’s service standards and operational requirements.
• Maintains and builds strong relationships with all service providers, outside entities and management team by implementing communication strategies that promote open, honest and effective dialogue.
• Assist senior management in planning for all irregular operations contingency plans for respective ports
• Disseminates and implements new operational policies & procedures and ensures compliance by all service providers.
• Identifies opportunities for re-engineering and helps to implement solutions that improve systems and procedural guidelines that increase the productivity and efficiency of all corresponding service areas and programs.
• Works with senior management to implement and maintain approved head counts across all ports. Monitors staffing levels and conduct organizational reviews to identify strengths, weaknesses and operational effectiveness of approved positions.
• Works closely with management to develop and maintain service levels and operational requirements that outline and support department procedures and set standards of Guest Port Services, Guest Airport Services.
• Reviews weekly embarkation reports and consults with senior management for possible adjustments to procedures, as needed.

• Develops and maintains professional customer and port relations by identifying and meeting client’s needs. Ensure that staff and labor demonstrate customer service principles.
• Reports to senior management all current operations status through regular real time communication and by issuing periodic reports.
• Plays a significant role in long-term planning, manage and increase the effectiveness and efficiency of support services through improvements to each function as well as coordination and communication between support and business functions.
• Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
• Ensures there is seamless communication between Airport Operations, Port Operations, Port Agency and the ship, especially in cases which effect the ship’s departure time.
• Understand legal requirements and have a full understanding of all U.S. and Canadian Customs and Immigration procedures.
• Perform other job related functions as assigned.

KEY LEADERSHIP BEHAVIORS:

• Clear ownership of issues and accountability for results and decisions
• Able to handle pressure and work effectively in a multi-tasked and fast paced environment
• Able to analyze, offer creative solutions and resolve issues independently
• Timely and responsive follow up with internal and external customers (24hr turnaround)
• Detail-oriented and accurate
• Excellent organizational skills and ability to prioritize workload and meet deadlines
• Excellent communication skills, including listening, written and verbal skills
• Lead by example/ ”walk the talk”
• Excellent ability to adapt and influence the perspective of direct teams
• Honest, receptive and sensitive style when communicating
• Promote and maintain confidentiality
• Respect and fairness for all team members
• Positive attitude that motivates and promotes team building
• Approachable and forthcoming
• Committed to the development of others and their career path
• Foster open door policy and expects the same of all team members
• Accessibility after hours and days off

QUALIFICATIONS:

Education:

• Bachelor’s degree in Business Management or equivalent experience
• Must be fully knowledgeable with the safety, maritime and statutory requirements and regulations applicable to the port and ship agency

Experience:

• 5+ years of progressive management and concrete cruise terminal operations background
• Extensive knowledge of terminal operations, transportation planning
• Experience with computerized operating systems; proficiency in Microsoft Office (Word, Excel, and Outlook)

Knowledge, Skills & Abilities:

• Very strong leadership skills; evidence of engagement, driving progress and change
• Strong analytical and problem-solving skills
• Highly reliable, strong organization and project management skills
• Effective communication skills across all forms/media as well as effective listening skills
• Effective interpersonal and relationship-building skills
• High degree of self-motivation, tenacity and drive
• Balance of patience and respect to learn from our existing organization, and assertiveness and perseverance to drive change where/when needed
• The ability to work effectively in a multi-tasked, fast-paced environment, under tight deadlines; and be able to analyze and resolve issues independently
• Able to take a strategic perspective of the operation, ensuring that it is continuously improved to the client’s satisfaction
• Must be able to pass a 10-year verifiable background check, including criminal, employment, education, and personal references
• Able to travel locally and regionally in a short notice

WORK CONDITIONS/ PHYSICAL DEMANDS & TRAVEL:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/ or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 50 lbs.
• Must be able to travel for work.

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.