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4153535-113665 JOB DESCRIPTIONPOSITION TITLE:Queenstown Cruise Operations Manager BUSINESS UNIT:Southern DiscoveriesLOCATION:QueenstownPosition ObjectiveThe purpose of this position is to manage the daily running of the Queenstown vessels and ancillary products.Position MissionTo provide outstanding service to cruise passengers through effective and efficient management of cruise operations and charter services on Lake Wakatipu. Assist coach operations manager as required with the daily coach operations.Reporting ResponsibilityThis position reports to currently reports to the CEO currently.Direct ReportsSkippers, boat hosts, frontline and customer service staff, and F&B staffKey Duties Outcomes 1.1 Health & Safety Under the Health and Safety at Work Act (HSWA) 2015, all staff must take responsibility for health and safety, and ensure wherever practicable and reasonable that they, or others, are not harmed by something they do, fail to do, or do incorrectly.Promptly report any accident, incident or near miss that occurs in the workplace using the appropriate procedure. Maintain a safe working environment by monitoring safety procedures and equipment. Train staff in Health & Safety matters including effective use of equipment/chemicals in accordance with manufacturers’ instructions.Where required, train staff in procedures in the event of emergencies such as fire, earthquake, in line with company policy and legislationBe proactive in ensuring all operating procedures are adhered to including identifying and acting upon any new hazards or risks.Suggest improvements and encourage staff participation in Health & Safety Attend, participate, and if required, lead departmental Health & Safety meetings Assist passengers in case of emergency, and be observant of guests to ensure general safety1.2 Cruise OperationsRecruit staff as required and prepare induction programmes for all staff associated with the Lake Wakatipu cruise operationsComplete and maintain staff rosters and vessel schedules at least one week in advance of service deliveryWorking closely with the Fleet & Health and Safety Manager, ensure that all vessels, and other equipment are maintained in such a way as to ensure that operations can be sustained and delivered with a high standard of serviceConduct regular meetings with all staff groups to ensure that staff are well briefed on current issues/events and kept informed of the commercial and operational performance of the businessActively seek feedback from customers on product performance and visitor expectationsWork together with the sales and marketing team on the planning and hosting of famil inspections by travel sellers and local agentsContribute actively to ongoing product development and service improvement Manage charter performance through organizing charter logistics, liaising with clients, staff and contractors.1.3 QVC Frontline and Boat HostingManage frontline staff and act as frontline staff at QVC when requiredManage boat hosts and act as boat host when requiredPromote Southern Discoveries products and partner products where possible.Successfully cross-sell and use up-selling techniques.Maintain a friendly and welcoming demeanour and ensure that customers and clients receive a high level of customer service at all times.In conjunction with the Reservations Manager, coordinate early morning coach dispatch. Liaise with Coach Operations Manager and other teams as required, to ensure the smooth running of the daily coach service. Cover coach dispatch shifts as required.1.4 Customer Service & salesEnsure customers and clients receive a high level of customer service at all times. Train staff to ensure that customer service standards are met and exceeded where possibleProvide a timely, friendly, helpful and efficient service at all times.Manage customer complaints in a friendly and pleasant manner deciding on the best course of action that will solve the problem. Answer all phone and email enquiries in timely and efficient manner.Maximise sales of goods, including drinks, food and souvenirs1.5 Front Office and Administration:Supervise and assist the team to ensure that all administrative tasks are completed in a timely and efficient manner. Assist with keeping rate schedules up to date in IBISHave a meticulous working knowledge of the IBIS ticketing and operation reservation system.Produce/update standard procedures and relevant policies as required. Training Assess training needs of staff and arrange for or provide appropriate instruction. Provide or demonstrate training programme for new staff members.Maintain and develop relevant policies and standard operating proceduresFinanceProduce accurate finance reporting, including site deposit forms, banking, backup float and petty cash reconciliation.Manage End of Month tasks and timely invoicing.Ordering Managing the selection of souvenirs, food, drink, and stock to be sold in the front office and on the boats.Manage Cruise Operations stock take.Maintain inventory of supplies and purchase of additional items and manage stock replenishments and introduction of new items. OtherEnsure tidy presentation of St Omer's office Coordinate St Omer's advertising sales and marketing collateral,Prepare and maintain work records and reports of information such as employee wage reports, daily receipts, or inspection results. Liaise with Southern Discoveries Milford, Te Anau offices and coaching operations Queenstown as municate in a professional and articulate manner at all times, both written and verbal.Keep all departments informed of any changes that may affect rm relevant parties of any situations affecting operations (e.g. road closures, boat cancellations etc.)1.6 Staff managementInduct, train, lead, and motivate staffManage performance issues with the support of the HR ManagerUndertake annual appraisalsManage onboarding and exit processesManage leave requirements and undertake pastoral care as required1.7 Information TechnologyAble to use company’s information technology systems effectively and efficiently.Ensure customers and clients are charged correctly.1.8 OtherAny other duties that the company may reasonably ask to complete.Plus any other tasks that the Employer may reasonably ask you to complete.You acknowledge that your role may develop to include other tasks in addition to those listed above.Key relationships:InternalSouthern Discoveries Operations Manager, Queenstown and Milford SoundSkippersBoat hostsF&B staffSales and MarketingQualifications and ExperienceEssentialA minimum of 2 years’ operational leadership experience, preferably in the maritime sector.A minimum of 3 years’ previous retail sales/customer service/hospitality experience including providing information, making bookings, and serving customers face-to-face, over the phone, and online.Able to deal with and resolve complaintsExcellent Excel and Word skills for reporting and administrative functionsIBIS reservations experience or similarProven ability to lead and motivate a teamLCQ and Duty Manager’s qualificationFirst aid certifiedVHF certifiedExperience dealing with councils for licensing, food safety, and other compliance issuesPersonal Attributes and SkillsIs driven by a strong desire commercial success.Plans ahead and can cope with assisting service delivery expectations of a seven day per week scheduled operationTakes a practical approach to problem solving and seeks help when requiredCan deal with emergency or conflict situations calmly and effectivelyCustomer service focused and results orientedConfident, proactive, motivated and full of initiative with ‘can do attitude’.Ability to operate independently and as a team.Ability to multi-task, prioritise and problem solve.Highly organised with excellent attention to detail.Excellent communication skills.NZ class 1 driver’s licence.Long term commitment to QueenstownComfortable and confident on and around boatsI have read and understood this position description (please initial each page as acknowledgement)Name:_____________________________________________Signed:_____________________________________________Date:_______________________________________________ ................
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