Supervisor - Holland America Line (Port Everglades)

About the role

This role involves the overall supervision of Guest Port Operations and Guest Airport Operations relating to the embarkation and debarkation process, ensuring that quality and reliability standards are maintained at all times and that clients are always served with the excellent levels of service which are expected of SMS International Shore Operations U.S. Inc.

Responsibilities

• Follows all department and company regulations as outlined in the Employee Handbook and Departmental Policy & Procedures.
• Leads by showing commitment and performing to company’s vision and strategy, while designing solutions and processes that are aligned with the organizations and our department’s and clients’ goals.
• Maintain vision and standards that reflect best-of-class customer service and a philosophy that demonstrates we are easy to do business with.
• Communicates and updates senior management on progress of assigned initiatives or related issues that require management’s attention.
• Ensures that all set staffing levels and man-hours are being met and work with senior management to suggest adjustments.
• Plans, allocates and manages staff resources that outline and support procedures and set standards for respective area.
• Ensures schedules are prepared in advance and published using Mizzisoft scheduling program.
• Continuously work to improve guest experience by analyzing guest counts and plans staff resources for large volumes, reviewing and ensuring the timely submission of incident reports, suggesting solutions that improves systems and procedural guidelines, researching operational and customer service best practices, reinforcing accuracy and consistency of staff assignments and schedules, and monitoring the quality of service being provided by staff to ensure optimal quality service and works to identify and address any deficiencies.
• Actively strengthens and develops rapport and team spirit with all staff and local service providers.
• Lead and assist the training of new management in the areas of inventory control, operational strategies, guest resolutions, over sales, policies and procedures.
• Ensures all staff members are in uniform at all times.
• Assists with the training of all new Guest Port Services in the areas of operational strategies, guest complaints, guest resolutions, personnel issues, etc.
• Follows through in a timely manner with employee disciplinary action and corrective counseling, and reports any deficiencies or issues to direct supervisor.
• Reviews all employee performance evaluations with each corresponding supervisor and presents to Human Resources for formal annual review.
• Ensures that site staff works effectively as a team with each other and with other SMS International Shore Operations staff.
• Liaises with pier personnel, respective internal departments and vendors to address and resolve issues and complaints related, but not limited to, ground operation, transportation, hotels, airport.
• Sustains an open-door policy and encourages productive dialogue with team members.
• Maintains and builds strong relationships with all service providers, outside entities and management team by implementing communication strategies that promote open, honest and effective dialogue.
• Affords assistance to senior management in planning for all irregular operations contingency plans for respective ports.
• Identifies opportunities for re-engineering and helps to implement solutions that improve systems and procedural guidelines that increase the productivity and efficiency of all corresponding service areas and programs.
• Monitors staffing levels and conducts organizational reviews to identify strengths, weaknesses and operational effectiveness of approved positions.
• Works closely with management to develop and maintain service levels and operational requirements that outline and support department procedures and set standards of Guest Port Services.
• Reviews weekly embarkation reports and consults with senior management for possible adjustments to procedures, as needed.
• Provides research and comparisons for varied special projects as subject matter expert.
• Assists senior management with the planning and implementation of service programs, including crisis recovery programs and company initiative.
• Ensures that staff and labor demonstrate customer service principles.
• Reports to senior management all current operations status through regular real time communication and by issuing periodic reports.
• Drives initiatives in the management team and organizationally that contribute to long-term operational excellence.
• Ensures there is seamless communication between Airport Operations, Port Operations, Port Agency and the ship, especially in cases which effect the ship’s departure time.

Qualifications

• Education: Bachelor’s degree in Business Management or equivalent experience.
• Experience: 1+ years of management experience.
• Knowledge, Skills & Abilities: Strong leadership skills; evidence of engagement, driving progress and change, strong analytical and problem-solving skills, highly reliable, strong organization and project management skills, effective communication skills across all forms/media as well as effective listening skills, effective interpersonal and relationship-building skills, high degree of self-motivation, tenacity and drive, balance of patience and respect to learn from our existing organization, and assertiveness and perseverance to drive change where/when needed, the ability to work effectively in a multi-tasked, fast-paced environment, under tight deadlines; and be able to analyze and resolve issues independently, must be able to pass a 10-year verifiable background check, including criminal, employment, education, and personal references, able to travel locally and regionally in a short notice.