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