Guest Services Manager - Punta Arenas, Chile - Antarctic Logistics & Expeditions

Descripción

The Punta Arenas Guest Services Manager is responsible for all guest-related activities in Punta Arenas, ensuring the best possible guest experience. This role must organize a smooth guest operation and is responsible to task and support the guest services staff. Working primarily at the office, the role also requires out of office management at Punta Arenas hotels and airport.

Antarctic Logistics & Expeditions (ALE) is the most experienced deep-field operator in Antarctica, running seasonal camps from October to mid-February, providing a wide range of guided experiences, air support, logistical back-up and safety cover for governmental research programs, independent expeditions, and tourists. We work in a worldwide market of different cultures and languages, and we fully embrace this diversity. We also have a strong environmental ethic. ALE is a US based company with a year-round office in Salt Lake City, a seasonal operations support office in Punta Arenas, Chile, and several seasonal field camps in Antarctica.

Seasonal Information:

The Guest Services Manager in Punta Arenas generally works full time from early October to mid-February but will require a limited amount of off-season contract work.

Duties and Responsibilities:

• Directly manage and provide comprehensive oversight for the Punta Arenas Guest Services including guest relations, flight logistics, coordination, outfitting, gear storage, transportation, and administration to ensure seamless coordination and efficient operations of guests that are in transit to and from Antarctica.
• Manage, lead, and develop a staff team consisting of multiple Guest Liaisons, Outfitters, a Guest Services Administrator, and a Transportation Coordinator.
• Oversee the organization of service providers, including hotels, catering, taxi, bus, laundromat, and repair to ensure that ALE service standard is met.
• Oversee guest meetings and flight briefings to ensure that clients are informed the Antarctic Treaty System, Antarctica Visitor Guidelines, and departure logistics, and trip expectations
• Provide complex, specialized administrative and technical support such as gathering, verifying, and electronically storing sensitive information such as travel documents, medical questionnaires, personal data, tour arrangements, and emergency contract information.
• Ensure coordination of ALE departures with airport, guaranteeing guest operations align with airport regulations.
• Assist in the coordination of staff training programs and ensure that all team members have a clear understanding of their specific job duties and responsibilities.
• Collaborate regularly with the Punta Arenas Operations Manager, seasonal department heads, year-round staff, and ALE Partners to ensure effective communication, alignment of objectives, and successful execution of Punta Arenas Guest Services.
• Other duties as assigned

Required Skills and Abilities:

• Excelling in fast-paced environments, multitasking, and fostering positive teamwork dynamics.
• Maintaining resilience, positivity under pressure, and strong attention to detail.
• Demonstrating initiative, prioritizing tasks, and providing solutions.
• Processing clear communication skills in English and Spanish, along with proficiency in Microsoft Office and databases.
• Having experience in managerial roles, customer service, logistics coordination, and inventory management.
• Demonstrating knowledge of airport operations, meteorology, and winter pursuits including overnight camping.

Minimum Qualifications:

Qualifications include previous experience with guest services, logistics support, customer service, inventory management, public speaking, and staff management. A valid passport, and bilingual proficiency in Spanish and English is required.

Preferred qualifications include previous guest services experience supporting remote camps, airport work experience, competent with technology, and experience working or living in Antarctica.

Physical Requirements:

This position involves medium work that primarily involves walking and standing for long periods of time. This position may exert up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently and/or up to 10 pounds of force constantly to move objects.

Incumbents in this role typically require communicating with others to exchange information, repeating motions that may include wrists, hands and/or fingers, assessing the accuracy, neatness and thoroughness of the work assigned. Incumbents may be subject to travel.

COVID Vaccine Requirement:

To meet ALE's commitment to safe Antarctic travel, we will require you to be vaccinated against Covid-19 (SARS-COV-2). We also strongly recommend that you are vaccinated for influenza.