The Marine Passenger Services Manager, in conjunction with the General Manager, manages daily
operations of the Guest Services department at Kenai Fjords Tours. Responsible for managing guest
service, group sales and passenger activity and reporting to ensure efficient operations and high guest
service standards are implemented and maintained. Maximizes Company profitability by
management of boat seat inventory and cost management. Recruits, trains and manages guest service
and group sales staff.
/ Work with inventory to ensure that vessel space is managed to maximize profit potential
/ Manage operations and training to ensure that guest safety is always a top priority.
/ Provide input to the staff and General Manager regarding steps to constantly improve the quality
and effectiveness of the Kenai Fjords Tours products
/ Supervises the day-to-day activities of staff; manages and supervises personnel including goal
setting, training, performance evaluations and reviews
/ Manage group and charter bookings for marine tours, to include accurate verification and
submission of passenger information, collection of manifests and arrival/departure information,
and timely, accurate closure of departures
/ Screen, hire, train and evaluate Marine Division guest service staff
/ Ensure guest service and group sales staff are well informed of sales goals, incentives, policies and
/ Prepare and manage guest service department work schedules designed to meet the Company’s
/ Organize and facilitate meetings with staff to ensure good customer service principles are used to
achieve overall guest satisfaction
/ Ensure key departments are regularly updated about departures with the 48-hour manifest, 12-
hour manifest, and group sales report
/ Maintain Marine Division and Kenai Fjords Wilderness Lodge contracts, to include discounts,
vessel assignments, and reservations system testing
/ Serve as back-up support for managing block requests for Kenai Fjord Tours and Kenai Fox Island
/ Coordinate with cruise ship shore excursion personnel to determine final passenger counts,
necessary land transportation, and departure reconciliation posting
/ Review future independent traveler, group and block bookings and advise affected departments
on procedures and refund amounts for weather days
/ Maintain regular and effective communication with guests, vendors, agencies, and Marine
Division staff to ensure high quality passenger service
/ Other duties as assigned
Strong supervisory skills with ability to effectively train and manage staff
/ Ability to interact professionally and courteously with staff, management and the general public
/ Knowledge of Kenai Fjords Tours operations including details regarding boat tour routes, Fox
Island Operations and key clients
/ Excellent knowledge of vessel operations, requirements and procedures
/ Knowledge of Alaska and Seward history, geography, and standard attractions
/ Ability to use good judgment to make sound decisions and effectively solve problems
/ Ability to work independently with minimal supervision, as well as a team member
/ Must possess strong communication skills, both written and oral
/ Ability to design, communicate and effectively evaluate policies and procedures related to
excellent customer service principles and practices; ability to train and mentor staff on delivery
of the same
/ Excellent time management skills with ability to handle multiple tasks and work effectively under
/ In-depth knowledge of Company policies, procedures and employee programs with ability to
quickly and thoroughly learn products and services specific to Marine Division
/ Ability to learn and maintain a high level of technical proficiency with Company and Marine
Division reservations systems, as well as other operational processes and procedures
/ Ability to use industry-standard computer software and learn reservations systems software
/ Strong leadership voice, “can-do,” attitude with demonstrated resourcefulness, mental
toughness and orientation to driving the best possible results at all times
/ Ability to make decisions, solve problems and exercise good judgment; ability to work under
pressure and prioritize workload.
/ Strong commitment to positive working relationships with stakeholders; a demonstrated ability
to foster strong working partnerships, gaining consensus and collaboratively solving problems.
/ Flexibility and willingness to work with a geographically dispersed team.
/ Resourceful, adaptable, resilient, and having a strong sense of self-awareness.
/ Ability to organize and prioritize multiple tasks in a fast-paced environment.
/ Excellent written and verbal communication skills.
We wake up every day to greet glaciers, mountain peaks and pristine lakes. At Pursuit, we live the dream. We’re
united by an intrinsic love of exploring that can’t be confined by physical borders. Together, Pursuit team
members and guests create inspiring memories they will share with their friends and families for years to come.
It’s all about sharing our amazing destinations.
COVID-19: Safety first is our number one core value. We strive to maintain a safe and healthy environment for our guests and staff. Pursuit follows all CDC guidelines and practices social distancing and other CDC protocols. Masks are required when working in close proximity with guests and during transportation. We strongly encourage all staff to get vaccinated prior to arrival.