Job Title: Tour Dispatcher (Part-Time)
Status: Non-Exempt
Department: Tours
Reports to: Tours & Quality Assurance Manager
Grade: “P”
Salary Range: KYD $20,000 – $25,000 Per Annum
Position Summary: Responsible for gathering cruise guests at the pier and placing them in the correct holding area for tour dispatch. Collect cruise line tour-issued tickets and provide each guest with the appropriate CTC wristband, and escort the tour group to contracted transportation providers and dispatch the tour. Count adult and children’s tickets for each tour and have Shorex count and sign off. In addition, this position will, from time to time, monitor the Independent Tour Operators (ITOs) for accuracy of their script delivery, new turtle protocols, and report any discrepancies or infractions to the Tours and Quality Assurance Manager (TQAM). Duties may include using the radio, telephone, or computer.
General purpose: Maintains a high level of customer satisfaction by providing accurate tour information to all guests, including pre-booked guests. Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. Ensure visitors and clients are welcomed in a friendly, efficient, and timely manner. Solicitors are turned away tactfully and professionally.
Essential skills, experience and knowledge:
- High school diploma or general education degree (GED); or related experience and/or training; or equivalent combination of education and experience. Some vocational training or job-related training may be required.
- Some previous work-related skill, knowledge, or experience may be helpful in this position.
- Gathers all pre-booked passengers, collects tickets, and issues appropriate wristbands. Embark all passengers on the bus and dispatch the tour to CTFL.
- Determines types or amount of buses or personnel required, according to tour schedule. Observes, receives, and otherwise obtains information from all relevant sources.
- Relays work orders, messages, and information to or from dispatchers, supervisors using telephone or two-way radio.
- Receives and prepares schedules according to cruise ship requests or specifications.
- Records and maintains files and records regarding customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
- Confers with customer or supervising personnel regarding questions, problems, and requests from customers.
- Maintains a favourable working relationship with all employees to promote a cooperative and harmonious working environment.
- Responsible for suggesting methods to improve area operations, processes, efficiency, and service to both internal and external customers.
- Responsible for cross-training all staff in relevant areas, ensuring that the operation runs smoothly and efficiently.
- Monitor customers’ experience needs and complaints.
- Other duties may be assigned.
Position responsibilities:
- Greets and handles prebooked tours at the pier.
- Reconciles tickets and wristbands and signs off with Shorex Manager.
- Ensure that the work area is left clean and neat at the end of every shift.
- Explains wristband usage in a clear and professional manner.
- Reports all discrepancies to the Tour Coordinator, Supervisor, or Tour and Quality Assurance Manager (TQAM) in a timely manner for resolution.
- Maintain relevant park information and training.
- Dispatch tours and log any discrepancies and advise the Tour Coordinator, Supervisor, and TQAM.
Interpersonal and Communication Skills:
- Must possess high communication and interpersonal skills for interacting and networking with customers.
- Good verbal communication skills in the English language when engaging with clients and guests.
- Ability to work independently and as part of a team
- Pleasant and engaging personality.
- Ability to work under stress and to meet deadlines.
Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Physical demands: while performing duties of the job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job: Include close vision, distance vision, colour vision, peripheral vision, depth perception, and the ability to adjust focus.
- Work environment: The noise level in the work environment is usually moderate.
Impact: Activities and decisions made in this role are paramount to the success of the company and drives revenues and customer satisfaction at CTC. Performing the tasks and requirements of this role has a wide-ranging impact on operations, revenue, public image, employee engagement, customer reviews and satisfaction, repeat guests and overall success throughout the organization.
Complexity: This position requires a mild degree of complexity in the fulfilment of its duties. Developing relationships with various ITOs and taxi operators to ensure they follow the tour script and new turtle protocols. We engage our pre-booked customers by providing them with accurate guided tours.
Responsibility for Financial/Material Resources: This position has no responsibility for financial, physical or personnel resources.
Compensation: This is a part-time position. Days and hours of work are on a rotational schedule from Monday to Friday, 8:30 AM-2 PM, or as per the required schedule according to the business needs (25 hours a week). The applicant will be required to work on holidays, weekends, split shifts as needed, and participate in various tasks on many occasions.
Salary Grade/Range: Remuneration will be commensurate with qualifications and experience. The position is graded at Grade P, with the salary prorated according to contracted part-time hours in line with the Labour Act and company policy.
General sign-off: The employee is expected to adhere to all company policies and to act as a role model in the adherence to policies. I have read and understand this explanation and job description.