Client/Server Operations Supervisor jobs in Long Beach, CA

BASIC PURPOSE: Responsible for all logistical, staffing and operational needs for Guest Port Service. Implements and maintain guidelines and procedures that meet and set policies and service standards. Operations relating to the embarkation and debarkation process, ensuring that quality and reliability standards are maintained at all times and that clients are always served with the excellent levels of service which are expected of SMS International Shore Operations U.S. Inc.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

General:

• Follows all department and company regulations as outlined in the Employee Handbook and Departmental Policy & Procedures.
• Leads by showing commitment and performance to the company’s vision and strategy, while designing solutions and procedures that are aligned with the organizations, departmental and clients’ goals.
• Maintain vision and standards that reflect best-of-class customer service and a philosophy that demonstrates we are easy to do business with.
• Performs to earn Management’s full confidence by assuring discreet handling of all business and protects the operation by keeping information confidential.
• Contributes to the department’s effectiveness by offering information, suggestions, integrating objectives with other functions and accomplishing relating results as needed.
• Establishes effective priorities and procedures and updates to meet changing operational needs.
• Performs work according to job requirements and works with accuracy and efficiency.
• Communicates and updates management on progress of assigned task and/or related issues that require management’s attention.
• Keeps job knowledge current by staying informed and participating in training programs. Attends meetings, workshops or seminars as required or when applicable.
• Displays cooperation and teamwork by being available on weekends, after hours, and on short notice, as required and requested by management.
• Follows set policies when requesting time off and updates voice-mail/e-mail “Out-of-Office” message prior to taking any time off. Turns over any assignments to back-up, when applicable.
• Responsible for any and all duties as assigned by management.

• Plans, allocates and manages staff resources that outline and support procedures and set standards.
• Oversees the training and development of direct reports and provides feedback during probation period by submitting required department evaluation form.
• Maintains, reinforces and ensures the accuracy and consistency of all staff assignments, schedules, and policies & procedures for respective team.
• Monitors the quality of service provided by staff to ensure optimal quality service and works to identify and address any deficiencies.
• Follows through in a timely manner with employee disciplinary action and corrective counseling, and reports any deficiencies or issues to direct supervisor.
• Communicates new employee policies and benefits and ensures that all appropriate forms (Leave of Absence, Comp. Forms, etc.) are always in stock.
• Maintains each employee’s file and ensures that employees are meeting department standards in the areas of attendance, punctuality and performance.
• Assists with recruiting efforts and open houses, as needed.

Key:

• Oversees all logistical, staffing and operational needs for ports related to Guest Port Services.
• Ensures compliance of new operational policies & procedures by service providers.
• Maintains requirements as outlined in order to meet standards and maximize operational strategies that support and enhance guest satisfaction.
• Ensures that port facilities and check-in area are operating to specifications.
• Reviews internal ratings program and assists supervisor to address any changes in standards and performance, and works to improve process, ratings and service levels.
• Assists management on all efforts involving the coordination of agent functions, chartered sailings, inaugural festivities and travel agent site inspections.
• Responsible for the overall supervision of the embarkation and debarkation process, to include chartered sailings.
• Ensures that all staff members have reported to work and signed in. Additionally, monitors that all staff members have returned from break in a timely manner.
• Ensures all debarkation and embarkation procedures work well with the ship(s) schedule and alerts the Guest Port Services Supervisors to any problems or requirements.
• Identifies and resolves quality issues by facilitating discussions to identify problems, examining and presenting alternative solutions.
• Maintains an inventory list for office supplies, forms (i.e. denied boarding, pregnancy certification, airline contact numbers, hotel list).
• Attends periodical dept. meetings and annual supervisors meeting to discuss new business, pending issues, goals, procedures, etc.
• Reviews all correspondence and follows up in a timely manner.
• Communicates with supervisor weekly and provides feedback on any item that needs reviewing or addressing.
• Completes zone reports by end of sailing day and submits same to supervisor on duty.

KEY LEADERSHIP BEHAVIORS:

• Clear ownership of issues and accountability for results and decisions
• Able to handle pressure and work effectively in a multi-tasked and fast paced environment
• Able to analyze, offer creative solutions and resolve issues independently
• Detail-oriented and accurate
• Excellent organizational skills and ability to prioritize workload and meet deadlines
• Excellent communication skills, including listening, written and verbal skills
• Lead by example/ ”walk the talk”
• Excellent ability to adapt and influence the perspective of direct teams
• Honest, receptive and sensitive style when communicating
• Promote and maintain confidentiality
• Respect and fairness for all team members
• Positive attitude that motivates and promotes team building
• Approachable and forthcoming
• Committed to the development of others and their career path
• Foster open door policy and expects the same of all team members
• Accessibility after hours and days off

QUALIFICATIONS:

Education:

• Associates degree or equivalent required in a related field; Bachelor’s degree preferred.
• Must be fully knowledgeable with the safety, maritime and statutory requirements and regulations applicable to the port and ship agency

• Minimum of three years successful supervisory/management experience in a customer service/logistics environment, preferably in the travel industry.
• Experience with computerized operating systems; proficiency in Microsoft Office (Word, Excel, and Outlook)

Knowledge, Skills & Abilities:

• Strong leadership skills; evidence of engagement, driving progress and change
• Strong analytical and problem-solving skills
• Highly reliable, strong organization and project management skills
• Effective communication skills across all forms/media as well as effective listening skills
• Effective interpersonal and relationship-building skills
• High degree of self-motivation, tenacity and drive
• Balance of patience and respect to learn from our existing organization, and assertiveness and perseverance to drive change where/when needed
• The ability to work effectively in a multi-tasked, fast-paced environment, under tight deadlines; and be able to analyze and resolve issues independently
• Able to take a strategic perspective of the operation, ensuring that it is continuously improved to the client’s satisfaction
• Must be able to pass a 10-year verifiable background check, including criminal, employment, education, and personal references