Guest Service Representative; CDL

SKAGWAY GUEST SERVICES ASSOCIATE JOB DESCRIPTION

TIMEFRAME: Seasonal

JOB DESCRIPTION

The main responsibility of the Skagway Dock Representative team (also referred to as ‘Dock Rep’) is to carry out the company’s mission of providing clients with a safe, enjoyable, and educational wilderness experience. The Skagway dock reps facilitate the operation of all our day programs by collecting passengers, collecting tickets and waivers, and driving transfers. The dock representative is the first point of contact guests have with the company and is relied on to set a standard of professionalism and care.

This is a high-paced, high-energy position crucial to daily Skagway and Haines-based operations.

REQUIREMENTS

• Prior office and/or tourism experience preferred.
• Perform excellent customer service.
• Have a clean driving record and be able to be placed on our company auto insurance.
• Must have or obtain a basic first aid and CPR certification.
• Must be able to think nimbly and problem-solve quickly and effectively.
• Willingness to help in other areas as needed including but not limited to, driving/guiding tours, expedition sales, and assisting Skagway office.

JOB DUTIES

Reports to Dock Representative Manager. Assisting the Dock Representative Manager in running daily operations which includes but is not limited to:

• Meet guests disembarking cruise ships.
• Collect tickets and ensure each guest correctly completes the appropriate waiver/assumption of risk form.
• Give guests a rundown/synopsis of the tour they are taking and answer any questions they have.
• Check in/out with ship shore excursion staff.
• Correctly fill out Haines Skagway Fast Ferry waivers.
• Collect tickets and waivers from other guides as they leave the pier.
• Organize and file waivers according to tour in the office.
• Appropriately fill out ship settlement forms.
• Settle with ships at the end of the day to ensure payment for tours given.
• Walk or drive guests to the tour departure location.
• Drive and guide for our Yukon Extended Summit Drive and Gold Rush Scenic Drive excursions.
• Assist in driving needs for other excursions.
• General administrative/marketing support.
• Prepare daily ship summaries for cruise lines and AMG management.
• Invoice management and filing.
• Support projects and additional responsibilities as needed.

CDL DRIVING:

• Must obtain and maintain a valid Class B CDL with Passenger and Airbrakes endorsements. To be eligible to obtain a CDL, a candidate must have a clean driving record, be over 21 years of age by March 1, 2024, and have had a driver’s license for at least one year.
• Must be willing to contribute to bus driving duties for these and other tours.
• Pass FMCSA required pre-employment drug tests & screening.
• Be enrolled in an FMCSA required random drug testing program.
• Have and maintain a valid Medical Examiner’s Card.
• Completion of AMG Skagway driver training program.
• Maintain an FMCSA approved logbook for driving hours.
• Complete vehicle checklists as needed.
• Responsible for cleanliness and excellent maintenance of buses, tour equipment, and the locations that the tours visit.
• Complete appropriate driver checklists & paperwork at the end of each shift.

WORKLOAD

June, July, and August are busy and the Skagway Dock Representative can expect to receive 40+ hours per week. The nice thing is that Alaska has very generous overtime laws and the Dock Representative can expect quite a jump in your paycheck size.

LIVING SPACE AND RENT STRUCTURE

Employee housing is located in downtown Skagway, the grocery store and other attractions are within walking distance from housing. Accommodations consist of shared rooms typically 2-4 beds to a room, although the largest room is a 6-occupant bunkroom. Each house features shared bathrooms, a kitchen area, and a living room. Employees residing in housing are expected to respect others and maintain a clean living area.

Rent procedures are outlined in the Employee Manual. The two downtown houses share a large yard and mountain views, providing a fantastic base for our team.

Additional Notes

• Rent deductions are made twice a month with 50% of the month’s rent deducted from the 1st and 2nd paycheck.
• Rent is prorated for the first month, rent for the last pay period will be deducted in full even if you vacate housing early.
• Employees must vacate housing within 48 hours of their final shift unless other arrangements have been approved by management.
• Failure to abide by rules outlined in the employee manual and housing agreement may result in immediate expulsion from employee housing.
• Pets:
  No Cats, No Dogs. First season employees may not bring pets. Any other pets must be approved by management. Approval may be rescinded if your pet causes problems or is not friendly towards humans or other animals.