Associate Director of Marine Operations - Boston Harbor City Cruises at Hornblower Cruises and Events, LLC in Boston, Massachusetts

Job Description:

City Experiences is seeking a Associate Director of Marine Operations for our Boston Harbor City Cruises operation.

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.

About the Opportunity:

The successful associate director of marine operations assists with recruitment, training, coaching, development, and retention of all marine staff. Additionally, this person oversees vessel operation, vessel and system maintenance and repairs, promotes and consistently ensures high levels of safety, quality, service, and guest satisfaction, and ensuring good financial management of the marine department to maintain a high level of profitability.

About You:

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

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 Operations 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 piloting of vessel, adherence to all Coast Guard rules and regulations, and guest satisfaction.


• Participates in the execution of the Safety Program, including emergency drills.


• Participates in the detailed plans of significant R&M and capital projects:
  
  
  
  • Plans should include time lines, man-hours, and contingencies.
  
  
  • Plans must be revised and revised frequently during the execution period.
  
  
  
  


• Participates 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 in the absence of the operations director.


• Ensures adherence to Coast Guard rules and regulations, and other federal and local rules and regulations.


• Ensures strict compliance to Crisis Management Plan and Vessel Security Plan.


• Participates in the development of the city’s strategic business plan.


• Maintains close liaison between the Operations Department and other departments.


• Executes other projects as assigned by management.

Operations Team Management

• Recruits new Mates and deckhands when necessary to fill vacant positions.


• Provides and executes an integration plan for each new hire or promotion according to the established training program.


• Provides ongoing performance feedback & coaching to all Operations Department team members.


• Recommends the promotion of Operations Department team members.


• Develops positive working relationships with other department heads and peers.


• Adheres to Company’s performance management guidelines for all discipline and termination situations.

Guest Service

• Resolves guest problems utilizing strong guest service skills and exercising effective communication skills in keeping with company objectives and guest retention


• Oversees the implementation and execution of safety programs in accordance with Coast Guard regulations and established Company policies

Administration

• In the absence of the Operations Director, monitors and controls all costs associated with the operation of the Operations Department in accordance with budget.


• 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.


• Maintains payroll management system.


• Manages Uniform Inventory and distribution.


• Ensures that accident reports are completed accurately and promptly.


• Maintains all vessel maintenance records and equipment warranties. 


• Additional job duties as assigned.

Requirements & Qualifications:

• High school diploma or equivalent required.


• Must currently possess pilot 100-ton vessel license with a satisfactory record.


• 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.


• 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 in absence of marine operations director.


• Operate vessel in accordance with all Coast Guard rules and procedures.


• Maintain immaculate operator record.


• Ability to 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.
  
   

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.

City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, City Experiences participates in the E-Verify program in certain locations.

Pursuant to applicable State and local laws, including but not limited to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Experience

Required

• Minimum 100 Ton Inland License


• 2 year(s): Crew Managment


• 5 year(s): Captain


• 8 year(s): Maritime Experience

Education

Required

• High School or better

Licenses & Certifications

Required

• TWIC


• First Aid & CPR Level C


• Captain's License

Preferred

• FCC Radio Operator Permit

See job description

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