Director of Marine Operations - City Cruises Norfolk

City Experiences is seeking a Director of Marine Operations for our City Cruises operation in Norfolk, VA

About You:

This person will be adaptable, dynamic, and embody City Experiences' RESPECT Service System.

About the Opportunity:

The successful Director of Marine Operations:

• Oversees staff of city Marine Department, including recruitment, training, coaching, development, and retention.
• Oversees vessel operations including aspects of prudent seamanship, capital improvements, systems maintenance and repairs, and financial management of the marine department.
• Oversees execution of the cruise to ensure consistently high levels of safety, quality, service and customer satisfaction while maintaining a high level of profitability.

Essential Duties & Responsibilities:

Operations

• Ensures effective execution of each cruise according to the specifications of the Product Management Guide so that guests receive a quality, seamless experience on each cruise. Specifically:
  
  
  
  • Directs the efforts of the Marine team
  • Rides cruises to observe & coach Captains and staff
  • Identifies skills training needs for all Captains
  
  
  
  

• Rotates as cruise captain on cruises and ensures adherence to procedures detailed in the Product Management Guide. This includes thorough pre-cruise preparation, adherence to cruise scripts, supervision of crew, proper navigation of the vessel, adherence to all Coast Guard rules and regulations, and guest satisfaction.
• Directs the execution of the Safety Program, including emergency drills
• Establishes department priorities and executes against them based on long-term vision

• Works with General Manager to develop all Marine budgets according to company guidelines

• Prepares detailed plans of significant R&M and capital projects. Plans should include time lines, man-hours, and contingencies. Plans must be revised frequently during the execution period.
• Oversees and ensures the proper maintenance of all ship's systems and boarding facilities
• Contracts necessary repairs, when outside expertise is required, following company policy for authorization of expenditures
• Ensures adherence to Coast Guard rules and regulations, and other federal and local rules and regulations
• Ensures strict compliance to Crisis Management Plan
• Works with General Manager and other City Department Heads to develop city's cruise management plan
• Participates in the development of the city's strategic business plan
• Maintains close liaison between the Operations Department and other departments
• Coordinates local Marine activities with the VP of Marine Operations
• Executes other projects as assigned by management

Operations Team Management:

• Recruits new Captains and Mates when necessary to fill vacant positions
• Provides and executes an integration plan for each new hire or promotion according to the established training program
• Participates in hiring of non-exempt operations staff
• Recommends appropriate compensation packages within company guidelines
• Provides ongoing performance feedback & coaching to all Marine Department team members
• Prepares & delivers annual performance reviews of all Marine Department team members
• Provides and directs development/career growth plans for each Marine Department team member
• Recommends the promotion of Marine Department team members
• Develops positive working relationships with other department heads and peers

Customer Service

• Resolves guest problems utilizing strong customer service skills and exercising effective communication skills in keeping with company objectives and customer retention
• Oversees the implementation and execution of safety programs in accordance with Coast Guard regulations and established Company policies

Administration

• Monitors and controls all costs associated with the operation of the Marine Department in accordance with budget
• Finds and recommends cost savings that are consistent with company objectives
• Provides a monthly forecast to the General Manager
• Maintains supply and equipment purchasing systems, which ensure maximum quality, least cost and high reliability
• Monitors/oversees scheduling operations shipmate work periods to achieve maximum payroll efficiency
• Completes all shift records: checklist, logbook, payroll, and documentation of safety training
• Administers the drug testing program and maintains drug test records
• Ensures that accident reports are completed accurately and promptly
• Maintains all vessel maintenance records and equipment warranties using preventative maintenance software

Other

• Additional job duties as assigned

Requirements & Qualifications:

• Must possess valid 100 ton USCG Captain's License
• Vessel handling and navigation knowledge
• Minimum of 8 years of marine experience. Must include 5 years as a captain with an outstanding record and 2 years' experience managing crew
• High school diploma or equivalent, college degree preferred
• Coast Guard rules and regulations
• Detailed working knowledge of all ship's systems and their proper maintenance: gangways, diesel, hydraulic, pneumatic, electrical, water (potable, raw, black, and gray), fire suppression, communications, and navigation
• Mathematical skills necessary to interpret reports and budgets
• Operate vessel in accordance with all Coast Guard rules and procedures
• Maintain immaculate operator record
• Successfully manage crew
• Communicate effectively in oral and written form
• Train and develop staff
• Analyze and solve problems
• Demonstrated ability to manage multiple priorities/tasks
• Establish and maintain effective working relationships as required by job responsibility
• Provide advice/opinion and exercise discretion concerning confidential and sensitive matters
• Persuade and influence people
• Listen effectively, assesses the situation, determine relevant issues, identify solutions and gain consensus
• Set aside emotional factors and/or validate them in order to discover key/relevant issues
• Work with Microsoft applications

About Us:

City Experiences' passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences' mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

The Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.

Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply. The Company participates in the E-Verify program in certain locations.

We encourage qualified applicants with arrest and conviction records to apply.

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