Operations Specialist
Summary
The Operations Specialist supports the safe, efficient, and timely coordination of daily tour operations at Allen Marine Tours’ Auke Bay facility. This shore-based position serves as a central communication and coordination point among vessel crews, motorcoach operators, dock personnel, tour operators, and port management. The role monitors vessel and motorcoach movements, passenger counts, tour schedules, guest transfers, and dock activity; communicates operational updates; and assists with crew scheduling and relief assignments subject to Daily Operations Supervisor approval. The Operations Specialist also operates authorized company vehicles as assigned and supports established safety, security, and guest-service procedures. Vessel captains retain responsibility for vessel navigation and safety.
Essential Duties & Responsibilities
Daily Operations & Dispatch Coordination
- Coordinate vessel movements, motorcoach arrivals and departures, and passenger transfers at the Auke Bay facility.
- Monitor tour schedules, passenger counts, departure times, and operational changes; communicate accurate updates to affected teams.
- Identify scheduling conflicts, delays, or disruptions and promptly escalate matters requiring management decisions.
- Coordinate proposed crew schedule changes and relief crew assignments with the Daily Operations Supervisor; implement changes only after supervisor approval.
- Maintain accurate operational logs, schedules, passenger counts, and related documentation.
Communication & Coordination
- Serve as a central communication liaison among vessel crews, dock personnel, motorcoach companies, caterers, tour operators, and port management.
- Operate VHF/UHF radios, telephones, and related communications equipment using established procedures and applicable rules.
- Communicate schedule adjustments, transportation delays, passenger updates, and operational concerns clearly and promptly.
- Maintain working knowledge of maritime terminology and radio communication practices.
Guest Movement & Dock Operations
- Monitor passenger arrivals, departures, and movement through assigned dock and boarding areas.
- Greet and direct guests between motorcoaches, waiting areas, and vessel boarding locations, as assigned.
- Coordinate with dock teams to support safe loading and unloading, orderly traffic flow, and accessible guest movement.
- Coordinate information related to complimentary, community outreach, and charity-generated passengers.
Safety, Security & Vehicle Operations
- Follow established company safety procedures and applicable maritime facility security requirements; report hazards and unauthorized activity.
- Support emergency communication and response procedures as directed and promptly escalate incidents and operational irregularities.
- Monitor weather, dock congestion, and other conditions that may affect scheduled operations.
- Operate authorized company vehicles as assigned, in accordance with company driving policies, licensing requirements, and applicable traffic and safety laws.
- Complete required vehicle checks and promptly report damage, maintenance concerns, or incidents in accordance with company procedures.
Operational Improvement & Team Support
- Recommend improvements to dispatch, scheduling, communications, and guest movement procedures for management review.
- Support approved operational procedures and assist with seasonal startup, readiness, and closing activities.
- Maintain cooperative relationships with employees, vendors, and transportation partners.
- Assist with training or orienting team members on established communications and dispatch procedures, as assigned.
- Perform other related duties and special projects as assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Experience in operations coordination, dispatch, transportation, hospitality, tourism, or a related field, or an equivalent combination of experience and training.
- Ability to manage multiple time-sensitive tasks with accuracy, sound judgment, and composure in a fast-paced setting.
- Clear, professional verbal and written communication, including radio and telephone communications.
- Ability to maintain accurate schedules, passenger counts, operational records, and related information.
- Proficiency with Microsoft Office and ability to learn operational scheduling and communications systems.
- Ability to recognize issues and act within established procedures and approval authority.
- Valid driver’s license and driving record acceptable under company vehicle-use requirements; ability to operate assigned company vehicles.
- Valid, unexpired USCG-approved First Aid/CPR Certification.
- Valid US driver’s license and a clean driving record.
- Must pass a security background check and DOT drug test.
Preferred Qualifications
- Prior marine operations, dispatch, or passenger transportation experience.
- Experience with handheld and base-station VHF/UHF radio equipment.
- Familiarity with vessel scheduling, passenger manifests, transportation logistics, and crew coordination.
- Experience in Alaska tourism, hospitality, or maritime operations.
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
The environmental conditions are those that an employee may be subject to while performing the essential functions of this job.
- Work is primarily shore-based at a marine operations facility and includes indoor and outdoor assignments.
- Exposure to changing weather, wet or slippery surfaces, vessel and vehicle activity, and moderate to loud noise.
- Required protective equipment may include rain gear, high-visibility clothing, and personal flotation devices when applicable.
Physical Demands
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
- Frequent use of radios, telephones, computers, and other communication equipment; periods of sitting, standing, and walking.
- Ability to navigate docks, ramps, stairs, and uneven or potentially slippery surfaces.
- Occasional bending, reaching, and lifting or moving materials up to 50 pounds when required by assigned duties.
- Ability to enter, exit, and safely operate assigned company vehicles.
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
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