General Manager - Cape Fox Tours

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 This job will be posted until filled or withdrawn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.