Associate Director Marine Operations

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems . Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

About the opportunity: The accomplished Associate Director of Marine Operations plays a key role in recruiting, training, coaching, developing, and retaining all marine staff. In addition, they are responsible for overseeing vessel operations, maintenance, and repairs, as well as promoting and maintaining high standards of safety, quality, service, and guest satisfaction. They also manage the financial aspects of the marine department to ensure profitability.

ESSENTIAL DUTIES & RESPONSIBILITIES

Operations:

• Ensures effective execution of each cruise according to the specifications of the Product Management Guide so that guests receive a quality, seamless experience on each cruise. Specifically:
  • Directs the efforts of the operations team.
  • Rides cruises to observe & coach Captains and staff.
  • Identifies skills training needs for all Captains.
• Rotates as cruise captain on cruises and ensures adherence to procedures detailed in the Product Management Guide—this includes thorough pre-cruise preparation, adherence to cruise scripts, supervision of crew, proper piloting of vessel, adherence to all Coast Guard rules and regulations, and guest satisfaction.
• Participates in the execution of the Safety Program, including emergency drills.
• Participates in the detailed plans of significant R&M and capital projects:
  • Plans should include timelines, man-hours, and contingencies.
  • Plans must be revised and revised frequently during the execution period.
• Participates and ensures the proper maintenance of all ship’s systems and boarding facilities.
• Contracts necessary repairs, when outside expertise is required, following company policy for authorization of expenditures in the absence of the operations director.
• Ensures adherence to Coast Guard rules and regulations, and other federal and local rules and regulations.
• Ensures strict compliance to Crisis Management Plan and Vessel Security Plan
• Participates in the development of the city’s strategic business plan.
• Maintains close liaison between the Operations Department and other departments.
• Executes other projects as assigned by management.

Operations Team Management

• Recruits new Mates and deckhands when necessary to fill vacant positions.
• Provides and executes an integration plan for each new hire or promotion according to the established training program.
• Provides ongoing performance feedback & coaching to all Operations Department team members.
• Recommends the promotion of Operations Department team members.
• Develops positive working relationships with other department heads and peers.
• Adheres to Company’s performance management guidelines for all discipline and termination situations.

Guest Service

• Resolves guest problems utilizing strong guest service skills and exercising effective communication skills in keeping with company objectives and guest retention.
• Oversees the implementation and execution of safety programs in accordance with Coast Guard regulations and established Company policies.

Administration

• In the absence of the Operations Director, monitors and controls all costs associated with the operation of the Operations Department in accordance with the budget.
• Maintains supply and equipment purchasing systems, which ensure maximum quality, least cost and high reliability.
• Monitors/oversees scheduling operations shipmate work periods to achieve maximum payroll efficiency.
• Maintains payroll management system.
• Manages Uniform Inventory and distribution.
• Ensures that accident reports are completed accurately and promptly.
• Maintains all vessel maintenance records and equipment warranties.

Other

• Participates in fleetwide task forces as requested.
• Additional job duties as assigned.

REQUIREMENTS & QUALIFICATIONS

• High school diploma or equivalent required.
• Must currently possess a 100-Ton Merchant Mariner Credential Master License with a satisfactory record.
• Minimum of 8 years of marine experience, including:
  • 5 years as a captain with an outstanding record.
  • 2 years of experience managing crew.
• Vessel handling and navigation knowledge.
• Detailed working knowledge of all ship’s systems and their proper maintenance, including:
  • Gangways.
  • Diesel, hydraulic, pneumatic, electrical systems.
  • Water systems (potable, raw, black, and gray).
  • Fire suppression systems.
  • Communications and navigation systems.
• Knowledge of Coast Guard rules and regulations – with ability to operate a vessel
• Mathematical skills necessary to interpret reports and budgets in the absence of a marine operations director.
• Maintain an immaculate operator record.
• Ability to successfully manage a crew.
• Effective communication skills, both oral and written.
• Ability to train and develop staff.
• Strong analytical and problem-solving skills.
• Ability to establish and maintain effective working relationships as required by job responsibilities.
• Ability to provide advice/opinion and exercise discretion concerning confidential and sensitive matters.
• Effective listening skills, including assessing the situation, determining relevant issues, identifying solutions, and gaining consensus.
• Proficiency with Microsoft applications.

Physical Requirements

• Ability to work onboard a moving vessel in varying weather and sea conditions, including maintaining balance and stability while underway.
• Ability to stand and walk for extended periods, frequently throughout a shift.
• Ability to navigate stairs, ladders, narrow passageways, and confined spaces commonly found onboard vessels.
• Ability to lift, carry, push, and pull supplies, equipment, and inventory weighing up to 40 pounds independently.
• Ability to bend, stoop, kneel, crouch, reach overhead, and perform repetitive motions as required in food service and hospitality operations.
• Ability to respond quickly and effectively during normal operations, guest service situations, and emergency procedures.
• Ability to safely work in a fast-paced environment with exposure to moving equipment, wet surfaces, temperature variations, and moderate noise levels.
• Ability to visually inspect service areas, food presentation, cleanliness standards, and safety conditions.
• Ability to communicate effectively with guests, crew members, and management in person and via radio or other communication devices.
• Successfully complete vessel-specific safety and emergency training.
• Ability to work flexible schedules, including evenings, weekends, holidays, and extended shifts as operational needs require.

Work Environment

• Work is performed primarily onboard a Coast Guard-inspected passenger vessel, with duties split between dining, service, storage, galley-adjacent, and administrative areas.
• Position requires regular movement throughout multiple decks and may involve occasional exposure to outdoor marine environments, including heat, humidity, rain, wind, and sunlight.
• Must be able to safely perform duties while the vessel is docked or underway.

RESPECT SERVICE SYSTEM

The RESPECT Service System embodies our 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.

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The RESPECT Service System embodies our 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.