Icy Strait Point - Hoonah Alaska

Guest Services

• Provide outstanding customer service to all Icy Strait Point guests.
• Sell tickets and provide guests with information about all available tours.
• Greet guests, conduct orientations, and manage line control.
• Assist with tour preparation, including verifying excursion requirements (e.g., weight checks, driver’s licenses).
• Ensure waivers are signed and escort guests to tour vehicles or gondolas ensuring timely departures.
• Manage secure bag check areas.
• Promote Icy Strait Point venues, distribute literature, and sell merchandise.
• Communicate clearly with tour guides, drivers, gondola operators, and management.
• Ensure the safe and orderly flow of passengers on/off aerial gondolas and tour vehicles.
• Assist with other programs and tasks as needed.

Guest Services Representative

Operator

• Zip Rider Operator is to ensure that riders are safely prepared to participate in the world’s largest Zip Rider.
• Securely strap guests into harness seat at start of ride and out of harness seat at end of ride.
• Use a two-check process at the top tower.
• Return harnesses to “top tower.”
• Retrieve returned harnesses for start of next ride.
• Learn and impart knowledge to guests of all that Icy Strait Point has to offer, including history, tours, food and beverage venues, retail products and venues.
• Participate in all required training and safety meetings.
• Maintain a current First Aid/CPR certification.
• Other duties as assigned.

Zipline Operator

• Oversee practices to ensure that the aerial ropeway is operational and that all operating personnel are trained, equipped, and capable of performing their duties prior to public operation.
• Conduct all activities and decisions according to Icy Strait Point’s guiding principles: BAP: Best, Authentic, Profitable.
• Constantly monitor factors affecting the safe and efficient operation of the gondola system and cabins.
• Authorize discontinuation of operations of the aerial ropeway due to physical, adverse weather, personnel or other reasons.
• Recruit, screen, and recommend hires, schedules, evaluates, and initiates disciplinary action of all Gondola Operators.
• Ensure all timecards or pay sheets are reviewed, signed, and submitted in a timely manner.
• Perform basic troubleshooting of gondola systems and able to record/log faults and bypasses per ANSI code.
• While on duty, communicate with all Gondola Attendants regarding passenger load, all stages of movement, problems, etc.; maintain a high level of customer service.

Gondola Operator/Supervisor

General

• Ensure that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
• Maintain an awareness of all product knowledge information, merchandise promotions, and advertisements.
• Assist in floor moves, merchandising, display maintenance and store housekeeping.
• Assist in processing and replenishing merchandise; participate in receiving and monitoring floor stock.
• Adhere to all Company policies, procedures and practices including signing, pricing, and loss prevention.
• Accurately and efficiently complete all sales transactions and maintain proper cash and media accountabilities at POS registers.
• Communicate Guest requests to management.
• Any other duties as assigned by management.

Retail Associate

Manager

• The Alaska Native Voices Manager leads the day-to-day operation and growth of Alaska Native Voices (ANV).
• ANV honors the traditions, stories, and wisdom of Alaska’s Indigenous people.
• Develop and grow the ANV tour portfolio, identifying new opportunities to expand offerings and increase per-guest revenue.
• Build and maintain strong, trusting relationships with cruise line partners, vendors, and destination stakeholders.
• Track tour performance, guest feedback, and revenue against targets, and adjust offerings to improve results.
• Represent ANV professionally as the program’s primary operational point of contact with commercial partners.
• Plan and execute tours flawlessly across cruise ships, Glacier Bay National Park, and port destinations.
• Coordinate the daily logistics of tour delivery, including scheduling, staffing, equipment, and on-site problem solving.
• Recruit, train, schedule, and support Native Cultural Heritage Guides.
• Ensure guides have the materials, transportation, and information they need to succeed at each location.

Alaska Native Voices Manager

IT Support

• Design, develop, and maintain internal web applications and software solutions that support business objectives.
• Work with full-stack technologies to improve systems, automate processes, and enhance operational efficiency.
• Manage, maintain, and optimize databases to support data integrity, reporting, and application integration.
• Provide technical support across IT areas, including workstations, servers, networks, software, and business systems.
• Research, evaluate, and learn new technologies to solve business and technical challenges.
• Develop automation and systems integration solutions to streamline IT operations.
• Support IT security, compliance, and best practices throughout the software development lifecycle and IT environment.
• Adapt to changing priorities and business needs in a fast-moving, growth-oriented organization.
• Support IT projects across multiple locations, including travel as needed.
• Perform other duties as assigned to support the effectiveness and continued growth of the IT department.

Guest Services Representative

Zipline Operator

Gondola Operator/Supervisor

Retail Associate

Alaska Native Voices Manager

IT Specialist