General Manager - Cape Fox Tours

Job Title General Manager - Cape Fox Tours Job Description Cape Fox Tours is seeking an experienced General Manager to lead our Cape Fox Tours (CFT). The General Manager (GM) is accountable for the safe, reliable, and profitable operation of its tours, transportation, and retail activities. The GM sets operating priorities, leads and develops the team, manages the guest experience, and delivers the approved business plan and financial objectives. The role builds strong working relationships with employees, shareholders, community partners, cruise and tourism industry partners, vendors, and customers. The GM works closely with Cape Fox Corporation leadership and other Ketchikan operations to coordinate resources and support the company's business objectives. Other duties may be assigned by management. The annual salary range for this exempt position is: $100,000 to $130,000. The above salary range represents the company's good faith and reasonable estimate of possible compensation at the time of posting. In addition, we offer a variety of benefits, including company holidays, paid time off, health insurance, dental insurance, vision insurance, life and disability insurance, tuition reimbursement, as well as a 401K with company match. This job will be posted until filled or withdrawn Duties and Responsibilities: • Lead the day-to-day operations of Cape Fox Tours, including tour delivery, transportation coordination, retail operations, reservations, customer service, and seasonal readiness. • Develop annual operating plans, budgets, staffing plans, and performance goals; monitor revenue, expenses, labor, inventory, and other key measures; address variances and provide regular updates to Cape Fox Corporation leadership. • Hire, supervise, coach, and evaluate managers, supervisors, and employees; set clear expectations, support employee development, and address performance issues in accordance with company policy. • Ensure adequate staffing and effective scheduling for seasonal demand, ship calls, independent bookings, and other business requirements; maintain appropriate coverage during peak periods and unforeseen absences. • Establish and maintain operating procedures for tour delivery, transportation, retail, bookings, cash handling, inventory control, opening and closing, customer communications, and emergency response; ensure operations follow company policies, permits, licensing, transportation requirements, and applicable laws. • Protect guest and employee safety by identifying operational hazards, ensuring required training and equipment, and promptly reporting and addressing incidents or unsafe conditions. • Maintain a high standard of guest service; respond to complaints and service recovery needs promptly, identify recurring issues, and implement improvements that support consistent guest satisfaction. • Oversee reservation and booking workflows, including FareHarbor or successor systems, and coordinate accurate tour availability, pricing, schedules, and customer information across sales channels. • Build and maintain productive relationships with local officials, community organizations, tourism partners, cruise industry representatives, vendors, and other businesses in Ketchikan and Southeast Alaska. • Coordinate with Cape Fox Corporation communications and sales teams on marketing, promotions, product information, and customer outreach; monitor guest feedback and market conditions to identify opportunities. • Support the development and improvement of tour products and operating practices, including culturally appropriate guest experiences and coordination with relevant Cape Fox and Saxman partners. • Maintain complete and organized business records, including schedules, training records, incident reports, inventory documentation, and operational performance information; protect confidential company and employee information. • Work a variable schedule and remain available to provide leadership during peak tourism periods, significant operational disruptions, and other business-critical situations. Travel Requirements 0 - 10% Job Requirements Physical Requirements • Must be able to stand and walk for extended periods, move between work areas, vehicles, retail spaces, and tour locations, and work outdoors in changing weather as required. • Must be able to lift and carry inventory, supplies, and other materials as required, with or without reasonable accommodation. • Must be able to work at a computer and use a telephone and other office equipment for extended periods. Special Job Facts • Ability to work under deadline pressure, manage competing priorities, and deliver professional results. • Work schedule varies with business needs and may include early mornings, evenings, weekends, holidays, and extended hours during the tourism season. • May be required to respond to urgent operational matters outside scheduled work hours. Education and/or Experience • At least five (5) years of progressively responsible experience in tourism, hospitality, tour operations, transportation, retail, or a closely related customer-facing business. • At least three (3) years of supervisory or management experience with direct responsibility for leading employees and managing daily operations; experience managing managers or multiple operating functions is strongly preferred. • Demonstrated experience managing budgets, labor, revenue, expenses, inventory, and operating performance. • Experience in cruise tourism, shore excursions, tour operators, or a seasonal visitor destination is strongly preferred. • Bachelor's degree in business, hospitality, tourism, or a related field is preferred. An equivalent combination of education and progressively responsible experience may be considered. Qualifications and Requirements • Strong leadership, judgment, organization, and problem-solving skills, with the ability to make sound decisions in a fast-paced, seasonal operation. • Excellent written, verbal, and interpersonal communication skills and the ability to work effectively with employees, guests, executives, community partners, and customers. • Demonstrated ability to build a service-focused team, set expectations, resolve conflict, and maintain accountability. • Ability to analyze operating and financial information, prepare clear reports, and use results to guide decisions. • Proficiency with Microsoft Office applications; experience with FareHarbor, point-of-sale, scheduling, inventory, or hospitality systems is preferred. • Valid driver's license and satisfactory driving record required when driving is an essential duty of the position. • Must maintain confidentiality and demonstrate reliability, professionalism, and sound judgment. • Must have authorization to work in the United States as defined by applicable law. Safety • Complete required safety training before performing work that requires such training. • Ensure employees receive required safety orientation and job-specific training before performing assigned duties. • Ensure adherence to company safety rules and applicable operating procedures; promptly correct or report unsafe actions and conditions. • Report and document incidents, injuries, vehicle or property damage, and near misses in accordance with company policy. Category Program / Project Management Location Ketchikan - Ketchikan, AK 99901 US (Primary) Education High School