The Port Services Manager oversees and manages passenger-facing operations, including DOT-regulated CDL shuttle transportation, security screening for embarkation and disembarkation, traffic control, parking management, and site access. This role ensures compliance with all security and transportation regulations while maintaining a high standard of guest service and ensuring efficient passenger flow throughout the port.
Supervisory Responsibilities
- Recruit, interview, hire, and train new security and transportation staff.
- Oversee the daily scheduling and workflow of security and transportation operations.
- Provide constructive and timely performance evaluations.
- Handle employee discipline and terminations in accordance with company policy.
Duties/Responsibilities
Shuttle Transportation Operations
- Manage daily shuttle transport operations, including coordinating third-party operators, optimizing transportation flow between the cruise ship dock and downtown, overseeing traffic control, maintaining site cleanliness, and liaising with port authorities to ensure timely and efficient passenger transportation.
- Oversee shuttle passenger queue management, ensuring efficient guest flow, minimizing wait times, and maintaining a positive passenger experience.
- Ensure compliance with all federal, state, and local transportation regulations, including driver licensing requirements, mandated supervisor training, and vehicle inspection protocols.
- Oversee fleet upkeep, including daily cleaning, inspection, and fueling, including coordinating scheduled maintenance and emergency repairs with the lead mechanic to ensure timely servicing and minimizing operational disruptions.
- Administer the commercial driver training and safety program, ensuring compliance by working closely with the DOT Designated Employee Representative.
- Supervise the daily cleaning, inspection, fueling, and servicing of buses, ensuring scheduled maintenance and emergency repairs are completed efficiently.
- Monitor and maintain port parking lot operations, ensuring compliance with permitted parking regulations, maintaining clear line markings, and enforcing parking policies.
- Work with ADOT and AMHS to secure access across their parking areas, including obtaining necessary permits, meeting insurance requirements, and coordinating gate access when bus operations conclude for the day.
Security and Safety
- Oversee security personnel responsible for ID scanning, boarding and disembarkation procedures, traffic control, parking management, and site access to ensure smooth passenger flow and shuttle operations.
- Ensure compliance with cruise line security protocols, U.S. Coast Guard regulations, and other applicable laws.
- Develop and enforce standard operating procedures (SOPs) for security screening, crowd control, emergency response, incident reporting, and site access management.
- Conduct staff training on security procedures, emergency response, and conflict de-escalation.
Guest Relations
- Develop and implement strategies to enhance the passenger transportation experience, improving efficiency and guest satisfaction.
- Serve as the primary point of contact for passenger complaints, service disruptions, and incident response, reporting, and resolution.
- Investigate and respond to customer issues related to security screening, transportation, and overall port experience.
- Work collaboratively with cruise lines, transportation providers, and local businesses to address guest needs.
- Track and analyze common complaints or operational bottlenecks to implement improvements.
Management & Compliance
- Ensure compliance with workplace safety regulations, risk management policies, and operational procedures.
- Responsible for creating, monitoring, and managing department budgets while controlling costs and maintaining service standards.
- Prepare reports on security incidents, transportation metrics, guest service trends, and compliance updates.
- Perform other duties as assigned.
Required Skills and Abilities
- Excellent communication and interpersonal skills, including the ability to handle customer complaints professionally.
- Strong leadership and supervisory skills, with the ability to coach and manage a diverse team.
- Excellent problem-solving, conflict resolution, and crisis management abilities.
- Ability to work in a fast-paced, high-pressure environment.
- Strong organizational and multitasking skills.
- Ability to learn and serve as the primary point of contact for Part 49 Federal Motor Carrier Safety Administration (FMCSA), State of Alaska DOT regulations, CDL transportation requirements, and security compliance standards.
- Ability to travel locally or regionally as needed.
Education and Experience
- High school diploma or equivalent level competency in reading, writing, and mathematics.
- Minimum of three years of experience in transportation, tourism, port operations, guest services, or a related field.
- CDL license or transportation management certification is a plus.
Technical Proficiency
- General knowledge of office peripherals and relevant equipment.
- Proficiency in Microsoft Office Suite.
- Ability to operate or learn specialized software, equipment, tools, or systems related to the role.
Certifications/Licenses
- Valid driver’s license with a clean driving record, meeting the requirements of the company’s auto insurance carrier.
- Must be at least 21 years of age.
- Current TWIC card or ability to obtain.
- CPR/First Aid Certification or ability to obtain.
Physical Requirements
- Work in various environmental conditions, including indoor and outdoor settings, and potentially hazardous or noisy environments.
- Availability to work irregular hours, including evenings, weekends, and holidays, based on operational needs.
- Ability to stand and walk for prolonged periods.
- Ability to sit at a desk and work on a computer for prolonged periods.
- Ability to lift and carry up to 50 pounds when necessary.
Perform other duties as assigned.
