Lead - Guest Port Services

Overview

Lead - Guest Port Services role at SMS International Shore Operations
. This role involves assisting in the overall supervision of shore side operations, responsible for all logistical, staffing and operational needs for pier operations, ensuring quality and reliability standards are maintained and that our principles and clients receive excellent service.

• Perform work according to job requirements with accuracy and efficiency.
• Protect the operation by keeping information confidential and earn management’s full confidence through discreet handling of all business.
• Follow all department and company regulations as outlined in the Employee Handbook.
• Contribute to department effectiveness by offering information and suggestions, integrating objectives with other functions, and achieving related results as needed.
• Prioritize and establish effective operational procedures and update them to meet changing needs.
• Communicate and update management on progress of assigned tasks and related issues requiring management’s attention.
• Keep job knowledge current by staying informed and participating in training programs; attend department meetings, workshops or seminars as required or when applicable.
• Display cooperation and teamwork by being available on weekends, after hours, and on short notice, as required and requested by management.
• Perform any duties assigned by management.
• Plan, allocate, and manage staff resources to outline and support department procedures and set standards.
• Maintain and ensure the accuracy and consistency of staff assignments, schedules, and policies and procedures for the respective team.
• Ensure all staff members report to work and sign in; monitor that staff return from breaks in a timely manner.
• Monitor service quality provided by staff to ensure optimal customer service and address any deficiencies.
• Develop and maintain a good working relationship with port staff to support operational needs.
• Ensure all staff members are in uniform at all times.
• Assist with training of new SMS International Shore Operations staff in operational strategies, guest complaints, guest resolutions, personnel issues, etc.
• Satisfy training and development needs of customers by identifying learning objectives for staff and overseeing the training program’s effectiveness and material development.
• Ensure compliance of new operational policies and procedures by service providers.
• Identify and resolve issues by facilitating discussions to identify problems and present alternative solutions.
• Coordinate port needs for ship inspections and special assignments.
• Keep immediate supervisor informed of daily operational needs and report any problems.
• Complete reports after every sailing and submit to the corresponding personnel.
• Communicate with supervisors weekly and provide feedback on items that need reviewing or addressing.
• Review all correspondence and follow up in a timely manner.

Education
:

• High School Diploma or equivalent.

Experience
:

• Must be a current SMS employee for 6 months or more.
• Minimum of one-year experience in a customer service/logistics environment, preferably in the travel industry.

Knowledge, Skills & Abilities
:

• Demonstrated ability to communicate in English, sufficient to provide information and answer general questions.
• Knowledge of, or ability to learn practical computer skills to accurately register guests and navigate screens to perform computer-based functions.
• Good organizational and customer service skills.
• Ability to work effectively in a multi-tasked, fast-paced environment in front of large groups.
• Required to be available on weekends, after hours, and on short notice, as requested by management.

Work Conditions / Physical Demands & Travel
:

• Position includes frequent standing, walking, lifting, pushing and pulling for up to 6 hour increments on average.
• Ability to safely maneuver wheelchairs and assist guests, including pushing and pulling guests on wheelchairs through terminal areas and ramps.
• Ability to physically transfer or assist passengers in/out of wheelchairs weighing approximately 100-300 lbs.
• Ability to stoop, kneel, bend, crouch, lift or carry.
• Work is performed in indoor/outdoor piers and terminal locations under varying weather conditions.
• Flexible hours ranging from early morning to ship departures; includes weekdays, weekends and holidays across various ports as assigned.
• Must be able to perform the essential functions of the job with or without reasonable accommodation.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Part-time
• Job function:
  Management and Manufacturing
• Industries:
  Hospitality