Job Title: Motor Coach Manager on Duty (MOD)
PAY:Discussed during the interview process
SCHEDULE:This position operates within a 24/7 environment that may require applicants to work day, evening, and/or night shifts as well as holidays and weekends.
General Description:
Under the direction of the Sr. Manager of Bus Operations, the Manager on Duty (MOD) is responsible for supervising and coordinating internal operational staff, including dispatchers, schedulers, cashiers, and drivers-during assigned shifts. The MOD is empowered to make real-time decisions to uphold company service standards, ensure operational efficiency, and address immediate service or personnel concerns as they arise.
Key Responsibilities:
Operational Oversight:
- Supervise internal operations staff during assigned duty periods, ensuring smooth and efficient day-to-day functioning.
- Use independent judgment to make operational decisions or adjustments to uphold service quality and company standards.
- Respond quickly to operational challenges, including service disruptions, emergencies, or personnel shortages.
Staff Supervision & Communication:
- Provide direction, guidance, and support to internal staff, counsel team members when necessary.
- Draft and submit disciplinary reports to the Sr. Manager of Bus Operations for further action.
- Maintain open lines of communication with staff, supervisors, and upper management.
- Address and escalate employee concerns, contributing to problem-solving discussions and employee relations efforts.
Customer Service & Issue Resolution:
- Serve as a point of contact for resolving complaints or issues raised by customers, hotel partners, and attraction representatives.
- Ensure timely, courteous, and professional responses to all service-related inquiries or concerns.
- Promote a customer-focused culture and contribute to enhancing the overall guest experience.
Administrative Duties:
- Complete the MOD report accurately and legibly during each shift and distribute accordingly.
- Report emergencies or significant incidents to the Safety Department and/or relevant Operations Managers.
- Arrange for towing or roadside assistance as needed.
- Assist with the scheduling and coordination of personnel for special projects or events.
- Prepare and distribute internal communications, reports, and departmental data as required.
- Attend management meetings and contribute insights or operational feedback.
Additional Responsibilities:
- Provide cost-saving or service improvement suggestions to management.
- May be required to perform duties of dispatcher, scheduler, or cashier during staff shortages.
- Perform other related duties as assigned to support the operations department.
- May be required to perform other related duties as requested.
Qualification Requirements:
Education: High School Diploma or equivalent.
Experience: Minimum one year supervisory or management experience in the transportation industry; or three years of experience in management and leadership positions; or extensive in-house operational knowledge. Proven experience in transportation or logistics operations preferred.
Skills:
Strong leadership and problem-solving abilities with the ability to make sound decisions under pressure. A oral and written communication and interpersonal skills.
Must have good analytical skills in dealing with multiple passenger pick-ups and drop-offs.
Must be able to memorize and recall locations of lodgings, attractions and other destinations in the Greater Orlando area.
Knowledge of:
Working knowledge of transportation regulations and safety protocols and of the Greater Orlando area is a plus.
Licenses:
Valid Florida Driver's License with a good driving record.
Special Requirements:
Must be able to remain calm, pleasant, and poised in high-pressure situations.
Flexibility to work varied shifts, including weekends and holidays.
ESSENTIAL FUNCTIONS:
Must be able to communicate over two-way radio, by telephone or in person in clear fluent English in a friendly, courteous and professional manner to drivers, customers, guests, co-workers or other persons.
Must be able to understand and perform addition, subtraction, multiplication, division and percentages.
Must be able to access, input and retrieve information from a 10-key calculator and desktop system.
Must be able to efficiently and quickly analyze, understand and organize passenger trips with multiple pick-ups and drop-offs and relay the necessary information to drivers.