Field and Safety Operations Resort Manager

GENERAL DESCRIPTION:  Under supervision of the Assistant Director of Client & Contract Services, perform various public relations and technical tasks associated with the overall field coordination and assistance of shuttle van, motor coach, taxi and luxury vehicle transportation. The position has the authority to make changes and take specific actions necessary on an immediate basis to ensure that the standards of service are maintained for guests and clients.

TYPICAL DUTIES/RESPONSIBILITIES: Establishes and maintains open lines of communication between all contract and non-contract properties and the Company. Assists luxury vehicle chauffeurs, shuttle van drivers, motor coach operators, Sales team, clients, and all field staff with their duties at resorts, attractions, the airport, etc. Coordinates and supervises field aspects of special transportation projects for shuttle vans, motor coaches and luxury vehicles. Acts as liaison between contracted clients and Mears associates and employees and assists in resolving logistical challenges.  Attends meetings with clients and internal departments at the discretion of Director of Client & Contract Services. Remains on emergency call for problems which may arise at contracted properties and exclusive transfers. Produces applicable reports for management on a timely basis and keeps in-house operations and dispatch staff informed of changes, upcoming events and general departmental information. Resolves issues and complaints from contracted properties’ management or staff, and, when applicable, interacts directly with guests. Resolves issues and complaints concerning drivers via in-house policy discussions with drivers and appropriate operations, dispatch or other department management with proper communication and documentation provided to appropriate parties. Responds to the scene of an accident and investigates the accident to its conclusion, including securing the scene, taking photographs, measuring skid marks, lanes, etc. Interviews drivers, passengers and witnesses. Makes a field sketch and gathers all pertinent evidence and information required for reporting. Completes accident report form while in field. Generates reports for all investigations.

May be required to perform other related duties as requested.

Education:                      High School diploma or equivalent.

Experience:                 Minimum three years supervisory or management experience in the transportation industry OR five years’ experience in management and leadership positions; or sales positions OR extensive in-house operational knowledge.

Skill at:                             Excellent oral and written communication skills.

Knowledge of:           Must have detailed knowledge of the lodgings, attractions, restaurants, theme parks, business districts and convention facilities in the Greater Orlando area. Must be computer literate and proficient in Microsoft Office products such as Outlook, Excel and Word.

Licenses:                         Valid Florida driver’s license with good driving record which meets established Company safety guidelines.

Special Requirements:  Must be able to remain calm, pleasant and poised in high-pressure situations. Must be able to work flexible hours including nights, weekends and holidays.

ESSENTIAL FUNCTIONS:

• Must be able to read and understand general correspondence, inter-office communications, policy manuals, journals and other employee-related matters.
• Must be able to communicate by telephone, two-way radio, or in person in clear fluent English with drivers, dispatchers, customers, guests, accident witnesses, law enforcement officials, co-workers and other persons.
• Must