Summary The Guest Services Representative is responsible for delivering a safe, welcoming, and memorable experience for passengers aboard Allen Marine Tours vessels. This position provides exceptional customer service while supporting onboard hospitality, food and beverage operations, retail sales, passenger safety, and vessel cleanliness.
Working closely with the Captain and fellow crew members, the Guest Services Representative assists passengers, communicates tour information, operates point-of-sale systems, and helps maintain a clean, organized, and professional onboard environment. This position requires strong communication skills, adaptability, teamwork, and a commitment to Allen Marine Tours' safety standards and core values.
Essential Duties & Responsibilities Guest Experience & Hospitality
- Welcome passengers aboard and provide friendly, professional, and attentive service throughout the tour.
- Respond to passenger questions, concerns, and requests in a timely and courteous manner.
- Assist passengers with boarding, disembarking, seating, and movement throughout the vessel.
- Provide accurate information regarding tour activities, vessel amenities, and onboard services.
- Support onboard announcements, narration, and passenger communications using the vessel's public address system.
- Proactively identify opportunities to enhance the overall guest experience.
Passenger Safety & Compliance
- Participate in required passenger safety orientations and onboard safety procedures.
- Assist the Captain and crew in maintaining a safe environment for passengers and employees.
- Identify and promptly report safety concerns, hazards, incidents, or equipment deficiencies.
- Follow established emergency response procedures and assist passengers as directed during emergencies.
- Comply with applicable company policies, maritime safety requirements, and operational procedures.
Food, Beverage & Retail Operations
- Prepare, serve, and sell food, beverages, snacks, and retail merchandise in accordance with company standards.
- Maintain cleanliness, sanitation, and organization of galley, bar, commissary, and retail areas.
- Operate point-of-sale systems and accurately process cash and electronic transactions.
- Complete daily sales reconciliation, cash handling, and till closeout procedures.
- Monitor inventory levels, restock supplies, and communicate replenishment needs.
- Follow applicable food safety and responsible alcohol service requirements.
Vessel Operations & Team Support
- Maintain passenger cabins, restrooms, common areas, and other assigned spaces in a clean and presentable condition.
- Complete assigned pre-tour, between-tour, and post-tour cleaning and operational duties.
- Assist with vessel preparation, restocking, and turnaround activities between departures.
- Work collaboratively with the Captain and other crew members to ensure efficient tour operations.
- Communicate operational concerns, guest feedback, and maintenance needs to the appropriate supervisor.
- Perform other related duties as assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Must be at least 18 years of age.
- Previous customer service experience or demonstrated ability to provide professional guest service.
- Strong verbal communication and interpersonal skills.
- Ability to communicate clearly and professionally with passengers and fellow crew members.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Strong attention to detail, organizational skills, and ability to manage multiple responsibilities.
- Ability to operate or learn point-of-sale systems and accurately handle cash transactions.
- Ability to remain calm, professional, and responsive when addressing guest concerns or unexpected situations.
- Ability to work a flexible seasonal schedule, including weekends, holidays, and variable shifts.
- Ability to meet applicable background screening, drug testing, and certification requirements.
Required Certifications Certifications must be obtained prior to the first day of work.
- Valid, unexpired USCG-approved CPR/First Aid certification
- Alaska Food Handler card.
- TAPS certification to serve alcohol.
Preferred Qualifications
- Previous retail experience preferred.
- Previous experience of passenger-carrying vessels.
- Experience in the travel, transportation, or tourism industries.
Traits and Characteristics To deliver world-class experiences guided by the following Alaska Native cultural values safely and sustainably.
Embrace Traditional Alaska Native Cultural Values that include Humility and pride, Respect for all people, including oneself, Respect for nature, Humor, Patience, Strength, and Holding each other up.
Follow & Deliver Core Values
- Safety First: We prioritize our guests' and team members' safety and well-being, ensuring secure and enjoyable experiences.
- World-Class Employment: We strive to be a world-class place of employment, valuing hard work, mentorship, a sense of ownership, and opportunities for career growth.
- World-Class Guest Services: We are committed to exceeding guest expectations, delivering world-class experiences that showcase our hospitality and the beauty of Alaska.
- Collaborative Professionalism: Embracing collaboration within our organization with a professional spirit, understanding that amidst laughter and play, our dedication to excellence and integrity remains unwavering.
- Community Collaboration: Actively choosing to partner with neighbors and the community across Alaska, making a conscious effort to support local businesses and create social and economic opportunities through meaningful cooperation beyond our organization.
- Sustainability at Our Core: We are dedicated to sustainable operations for future generations.
- Curiosity & Innovation: We encourage a culture of curiosity and innovation, striving to be early adopters in technology and staying ahead in our commitment to continuous improvement.
- Integrity-Driven Decisions: Integrity guides every decision we make, ensuring transparency, honesty, and ethical conduct in all aspects of our operations.
- Cultural Respect & Sharing: We deeply celebrate and honor our Alaska Native heritage, fostering intergenerational connections, embracing family values, and contributing to the cultural richness of our communities.
Environmental Conditions & Physical Demands The environmental conditions & physical demands are those that an employee may be subject to while performing the essential functions of this job.
- Ability to work aboard moving vessels in varying sea and weather conditions.
- Ability to safely navigate stairs, narrow passageways, and uneven or potentially slippery surfaces.
- Ability to stand and walk for extended periods throughout assigned shifts.
- Ability to perform repetitive bending, reaching, lifting, and cleaning activities.
- Ability to lift and carry supplies weighing up to 50 pounds, when required.
- Ability to work in environments with vessel movement, engine noise, vibration, and changing temperatures.
Work Environment The work environment characteristics described here are representative of those encountered by an employee while performing the essential functions of this job.
- This is a fast-paced and dynamic work environment with a diverse workforce.
- Ability to work a flexible schedule to include weekends and holidays during the tour season.
- Must adhere to AM Owner Group, & Affiliated Companies, and the United States Coast Guard Consortium Drug & Alcohol Policies & Procedures.
Supervisory Responsibilities Yes No