Tour Sales & Services Manager

Taquan Air; Ketchikan (AK); On-site; USD 120,000 - 180,000; Full time

Job summary

Taquan Air seeks a Tour Sales & Services Manager to lead cruise line relationships, tour sales development, logistics, dock and transportation operations, and cross‑departmental alignment to deliver seamless guest experiences and revenue growth.

The role partners with ARS and Taquan Air teams, the marketing group, and external operators to design compelling shore excursions, manage pricing, staffing, and safety compliance while representing the company at industry events and shows.

Responsibilities

• Oversee cruise line relationships, tour sales & development, logistics, dock and transportation operations; provide strategic guidance and cross‑departmental alignment to drive guest satisfaction and revenue growth.
• Work with internal tour teams at ARS and Taquan Air, the marketing team, and external partners to drive business growth and align with company goals.
• Lead partner contract negotiations and ensure high‑quality service delivery that meets or exceeds expectations.
• Represent the company at local and regional events, including tourism/trade shows.
• Develop and continuously improve tour offerings to stay ahead of industry trends and maintain market relevance.
• Provide high‑level management for sales, logistics, dock operations, and transportation; mentor and train direct reports.
• Coordinate with Operations, HR, and Finance to align resources, staffing, and seasonal hiring and training.
• Align schedules, staffing, and inventory systems with Independent Tour Manager, Marketing Manager, and Transportation Manager for smooth guest-facing services.
• Recruit, hire, manage, and schedule the Dock Representative team for adequate staffing and efficient daily operations.
• Utilize customer feedback and sales data to refine offerings, improve operations, and enhance guest satisfaction.
• Collaborate with Marketing to develop annual plans, oversee branding and community relations, and support bookings.
• Ensure adherence to safety protocols and DOT regulations; support emergency response planning and risk mitigation.
• Manage department budgets, review financial performance, and prepare regular reports; monitor metrics like passenger volume and profitability.
• Develop pricing models that maximize yield while staying competitive and adjust pricing based on market and performance.

Job description

The Tour Sales & Services Manager is a senior leadership role responsible for overseeing the company's cruise line relationships, tour sales & development, logistics, dock, and transportation operations. This position provides strategic guidance, operational support, and cross-departmental alignment to ensure seamless guest experiences and revenue growth for all tours. The Tour Sales & Services Manager works closely with internal tour teams at ARS and Taquan Air, the marketing team, and external partners, including cruise lines, independent sales channels, and community organizations, to drive business growth, elevate service standards, and maintain alignment with company goals and values.

Key Outcomes:

• Develop relationships and implement sales strategies to meet or exceed annual revenue and volume targets.

• Align tour inventory, pricing, and cruise line allotments with market demand and operational capacity, reassessing regularly before, during and after seasons.

• Design, test, and launch compelling new shore excursions that align with cruise line guest demographics and strategic preferences – focusing on adventure, culture, culinary, and wildlife experiences.

• Cultivate, strengthen, and maintain strategic partnerships with cruise line shore excursion teams, transportation providers, and third-party sales brokers to drive schedule alignment, capacity planning, and promotional support.

• Lead partner contract negotiations and ensure high-quality service delivery that meets or exceeds expectations.

• Represent the company at local and regional events, including tourism/trade shows.

• Develop and continuously improve tour offerings to stay ahead of industry trends, meet evolving customer expectations, and maintain market relevance.

Leadership & Department Oversight:

• Provide high-level management, guidance, and coordination for sales, logistics, dock operations, and transportation departments.

• Support direct reports with mentoring, training, and problem-solving.

• Work closely with the Operations, HR, and Finance teams to align resources, manage staffing needs, and support seasonal hiring and training efforts.

• Coordinate with the Independent Tour Manager, Marketing Manager, and the Transportation Manager to ensure the smooth operation of all guest-facing services. Align schedules, staffing, and inventory systems for maximum efficiency.

• Responsible for recruiting, hiring, managing, and scheduling the Dock Representative team to ensure adequate staffing and efficient daily operations.

Guest Experience, Safety & Service Quality:

• Utilize customer feedback, operational data, and sales performance to refine offerings, streamline operations, and enhance guest satisfaction.

• Work closely with the Marketing Manager to develop and execute annual marketing plans, oversee branding and community relations, and support initiatives to increase commercial and independent bookings.

• Ensure that all sales and operations teams adhere to company safety protocols and DOT regulations.

• Support emergency response planning and risk mitigation.

Financial Reporting & Controls:

• Manage department budgets, review financial performance, and prepare regular reports.

• Track performance metrics for all products, including passenger volume, per passenger revenue, gross margins, and profitability.

• Develop pricing models that maximize yield and sales while staying competitive.

• Continuously monitor and adjust tour pricing based on market and sales performance.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.