Cultural Heritage Guide
REPORTS TO: Captain (Vessel) & Director of Hotel Operations & Guest Programs Manager (Sitka Office)
Provide primary leadership for the delivery of the onboard Cultural programming. Manage onboard guest programming by creating, implementing and managing programs. Work as a team with the Scientific Expedition Leader who has knowledge in areas dealing with geology, flora/fauna, and natural history of the destination and area covered. Works with the Naturalist on timing of all onboard programming including guest speakers. Inspires guests and helps them understand and appreciate what they are experiencing. Takes ownership on delivering an unforgettable vacation experience to our guests through knowledge and customer service. The CHG is well versed in knowledge of the destination including Alaskan Native Culture, History, Flora/fauna, and natural surroundings.
Manages ship to shore transfers of guests in a clear and concise manner. Manages, and when necessary, escorts guests on included shore excursions. Builds outstanding working relationship with crew, vendors and shore offices.
The CHG must be a consummate professional who can handle pressure with grace, poise and logic. Can work independently and as a team with outstanding decision making abilities. Polished social skills and maturity to communicate clearly, positively and calmly under stressful conditions to the Captain, crew and guests. The CHG is expected to report to the Captain any concerns, needs, problems, and desires the guests may have as the CHG is the person guests often communicate with first. This would include working with the Captain to agree on specific vessel timings and learn about sea conditions, and special circumstance that will affect the guest experience. Cultural Heritage Guides are expected to be a role model for all Alaskan Dream Cruises policies and procedures.
ESSENTIAL DUTIES INCLUDE:
- Work with the Naturalist in managing guest programming onboard the vessel. Programming includes scheduling, timing and content of educational programs, entertainment, ShoreEx, route talk, disembarkation and any guest speakers.
- Collaborate with other onboard management to solve all onboard issues.
- Communicate and work as a team with the Bridge and Hotel Dept. regarding routing and timing of sightseeing, meals, docking and other excursions.
- Works directly with ShoreEx vendors to ensure compliance and expectations. Builds a solid working relationship with vendors. Proactively resolves issues directly with vendors.
- Well versed on Alaskan Dream Cruises history and is able to communicate with guests with ease and confidence. Will frequently represent Alaskan Dream Cruises to guests during meals and social time to answer their questions. Is expected to dine with guests as frequently as possible.
- Upholding Alaskan Dream Cruises standards and policy, including meeting and/or exceeding guests’ expectations as directed via comment cards.
- Quality control: The Cultural Heritage Guide must ensure that vendors deliver tours to meet Alaskan Dream Cruises standards of safety and service excellence. Proactively work with the Director of Hotel Operations & Guest Programs to improve the Alaskan Dream Cruises product & resolve issues.
- Manages all administrative tasks assigned to CHG and ensures timely delivery to the Sitka office.
- Safety duties: Holds a position on the ship’s Emergency Station Bill. Must perform requirements of Emergency Station Bill for both drills and actual emergencies to include fire, flooding, man overboard, abandon ship, medical, and spill response. Participates in safety meetings.
- Polished professional and proven leadership skills. Outstanding verbal and written communication skills.
- Maturity and social skills to interact with Alaskan Dream Cruise guests who tend to be highly educated and destination savvy.
- Outstanding customer service mentality and practice.
- Undergraduate or higher degree desired or equivalent experience preferred.
- Prior cruise or travel industry experience strongly preferred.
- Interpersonal skills require the ability to deal with situations where strong opposing views are encountered and satisfactory resolution of issues must be achieved.
- Ability to make smart decisions quickly and independently.
- Responsible for training and guiding others and/or reviewing their work.
- Must pass pre-employment drug screening and comply with company random drug testing program.
CERTIFICATES AND LICENSES:
- First aid/CPR
Duties and responsibilities are generally performed in a Marine Operations setting, primarily onboard a vessel but also pier side on turn-around-days. You may be required to share a cabin with one to three other shipmates of the same gender and will be required to be courteous of your movement in and out of the cabin while shipmates are sleeping.
You must be physically able to work a 12- hour workday. On any given day hours could be more or less. You may be required to wear protective clothing/eyewear for activities including handling of chemicals and cleaning agents. Some of your work will involve engaging guests and will include talking on a PA system. Physical demands include lifting up to 50 pounds repetitively, and passing along to other crew such as in loading ship’s stores, luggage, linen, etc. Also must have the ability to climb a 7-foot vertical ladder and fit through a 28-inch wide hatch.
Working aboard ship can be very demanding but at the same time very rewarding, which is driven by the guest’s appreciation of your efforts to deliver our unsurpassed True Alaskan Hospitality.
This job description is intended only to describe the general nature and level of work being performed by an employee in this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills or abilities required of persons so classified or assigned.