Director of Marine Operations | City Cruises, Philadelphia

Salary Range $85,000 - $95,000

City Experiences is seeking a Director of Marine Operations for our City Cruises operation in Philadelphia.

About You:

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

About the Opportunity:

The Director of Marine Operations inspires a commitment to excellence from City Cruises Philadelphia's marine team to create unforgettable memories for our guests. The DMO ensures the successful execution of marine functions on 2 vessels at our Philadelphia location. This person oversees, Captains, Mates, and marine crew, including scheduling, recruitment, training, coaching, development, and retention. The Director of Marine Operations develops and executes marine labor budget and costs. They ensure fleet is compliant with all applicable USCG regulatory requirements and foster a healthy relationship with the Coast Guard. The DMO oversees execution of cruises to ensure consistently high levels of safety, quality, and customer satisfaction while focusing on city, business unit and company goals. The Director of Marine Operations will have a focus on continuous improvement within the division and business unit. The right person will be adaptable, dynamic, and embody Hornblower's RESPECT Service System.

Essential Duties & Responsibilities:

Operations

• Oversees the Marine Operations team to ensure effective execution of each cruise according to Standard Operating Procedures and CCUS Policies that will result in guests experiencing a safe, memorable, and top quality cruise.
  
  
  
  • Directs the efforts of the Marine team.
  • Rides cruises to observe & coach Captains and marine crew.
  • Identifies skills and training needs for all Captains.
  
  
  
  
• Supervises and directs the marine operations and crew at CCUS NYC Piers to ensure accountability and exceptional services and safety experiences.
• Ensures adherence to Coast Guard rules and regulations and to good marine practices.
• Maintains a positive working relationship & open communication with the Coast Guard inspection & investigation team.

• Partners with the Port Engineer to cultivate a positive and transparent relationship with local Coast Guard regulators as a unified team. Monitors and ensures participation in the fleet wide electronic management system (HELM) for tracking of training, drills, inspections, work assignments, etc.

• Reviews and submits all Incident Reports and conducts Incident Investigations as required.
• Develops a culture that will embrace Safety Management System.

• Directs the execution of the Safety Program including incident management and emergency drills.
• Directs the execution of all safety training for all hands, both safety sensitive and non-safety sensitive crew.
• Provides guidance and direction to ensure safe navigation and professional ship-handling by our Captains.
• Establishes department priorities and executes against them city goals and established KPIs.
• Works with the Port Engineering team to ensure the highest reliability and aesthetic appearance of vessels.
• Oversees and ensures the proper maintenance of all ship's safety related equipment and systems.
• Ensures adherence to Coast Guard rules and regulations, and other federal and local rules and regulations.
• Ensures strict compliance to Crisis Management Plan, Alternative Security Plan and Emergency Response Plan and the exercising of the same in accordance with company policy and federal regulations.

• Works with the General Manager and other City Department Heads to develop and execute the city's cruise management plan.
• Participates in the development of the city's strategic business plan.

• Maintains close liaison between the Marine Operations Department and other departments.
• Coordinates local marine activities with the VP of Marine Operations.
• Executes other projects as assigned by the General Manager.

Budget Development and Execution:

• Works with the General Manager and Port Engineer to develop the Marine budget according to company guidelines.

• Executes operations to meet budget guidelines.
• Monitors and controls all costs associated with the operation of the Marine Department in accordance with budget.
• Maintains supply and equipment purchasing systems, which ensure maximum quality, least cost, and high reliability.
• Finds and recommends cost savings that are consistent with company objectives.
• Provides a monthly forecast to the General Manager.

Team Management

• Provides ongoing performance feedback & coaching to Associate Director of Marine Ops.
• Prepares & delivers annual performance reviews of Associate Director of Marine Ops.
• Participates in hiring of non-exempt operations staff.

• Ensures all crew performance reviews are completed and submitted.
• Manages coaching and counseling and administers progressive discipline process for direct reports as needed.
• Ensures development/career growth plans for each Marine Department team member.
• Develops positive working relationships with other department heads and peers.
• Ensure all crew members maintain a neat, clean and well-groomed appearance (specific standards available in the Employee Handbook).
• Ensure all crew members adhere to uniform standards.

Customer Service

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

Other

• Participates in fleet wide task forces as requested.
• Engages with regional Passenger Vessel Association committee and local Harbor Safety Committees.
• Maintains positive and dynamic relationships in the New York metro marine community.
• Works collaboratively with other Hornblower Group entities.

Accountabilities

A successful Director will personally contribute to the unforgettable guest experience, be favorably viewed by supervisors and peers, and be swift and efficient in the execution of their assigned duties. Performance will be measured by safety, team execution and development, quality, service, management evaluation, and feedback from peers on the city's team and customers.

Requirements & Qualifications:

• Must possess minimum of valid 100-ton USCG Captain's License with immaculate operational record.
• Work with Microsoft applications and other software as required.
• Demonstrated vessel handling and navigation acumen.
• Minimum of 15 years of marine experience. Must include 5 years as a Port Captain or equivalent leadership experience with an outstanding record.
• Must possess a strong business acumen necessary to interpret reports and budgets.
• High school diploma or equivalent, college degree preferred.
• Knowledge of Coast Guard and EPA 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
• Ability to communicate effectively in oral and written form.
• Demonstrated positive work environment which fosters crew development through training, development, and empowerment.
• The ability to analyze and solve problems and manage multiple priorities/tasks.
• Skilled at providing advice/opinion and exercising discretion concerning confidential and sensitive matters.
• Ability to listen effectively, assess the situation, determine relevant issues, identify solutions, and gain consensus.

Physical Demands:

• Ability to bend, rotate and reach frequently.
• Ascending/descending stairs or ladders safely.
• Ability to maneuver through/in/around small and/or confined areas within the vessel.
• Must be able to maintain both static and dynamic standing balance to complete various duties.

Work Environment:

• Vessel and office environment, stairs available.
• Most work is performed in a Marine environment in both indoor and outdoor conditions with exposure to various temperatures and weather conditions, along with a moderate to loud noise level.

Conditions of Employment:

• Pre-employment background and drug testing required.
• Willingness to participate in random drug testing program as required by regulations.

About Us:

City Cruises' 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.

The RESPECT Service System embodies City Cruises' 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.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and 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. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.

Hornblower will consider qualified applicants with arrest and conviction records in a manner consistent with fair chance or other applicable laws and regulations.