Description:
- Collaborate with Cruise Operations colleagues and key external partners (Hotel, Entertainment, etc.) to deliver exceptional cruise holidays.
- Oversee scheduling, rotational planning, and onboard recruitment for multiple Marella (CPIL) crew members, while managing the relationship with Viking and CPIL for crew management, payroll, and provision of crew support, including payroll administration, uniform supplies, and travel arrangements for various roles across the fleet, while also managing the costs and budgets for crew management and payroll.
- Manage onboard customer experience teams to ensure high hotel operational standards, continuous process improvement, and ongoing training and development for CPIL customer experience teams.
- Lead the implementation of Marella Cruises strategic key operational projects and cost management initiatives including key customer facing initiatives and the launch of new ships
- Assisting with escalated complaints, incidents and supporting the Legal team with the relevant information to prepare a robust defence for all claims
- Accountable for all day-to-day aspects of the transition of our guests to the ship from airports. This includes managing and negotiating with flight planning teams, airports and airport operations teams, ports and transport companies.
- Manage the relationship with Port agents to create a staffing support plan to ensure costs are minimised whilst still providing excellent support and service for our customers. This includes setting up new port operations relationships and working closely with customs and border protection officials.
- Ownership for the ongoing update and development of Marella Cruises Hotel SOPs relating to Reception, Back Office, GRMs (Guest Relations Managers) and GECs (Guest Experience Coordinators)
- Accountability for the Marella Entertainment budget (£10m FY24) and responsible for the day-to-day management of Entertainment suppliers to manage logistics, cabins, budgets and implementation of new content
- Provide line management to Cruise Operations Executives and indirectly oversee GRMs and GECs across the fleet, ensuring the smooth delivery of the Cruise Operations function
The Cruise Customer Operations Manager, reporting to the Head of Hotel Operations, is a key player in the Cruise Operations team. With our cruise ships operating 24/7, 365 days a year, this role may involve projects and on-call duties outside of normal office hours. Join us in delivering exceptional cruise experiences and ensuring seamless customer service.
ABOUT YOU
- Possess outstanding communication skills, adept at building and nurturing strong relationships with diverse teams.
- Proven experience in effectively engaging and influencing remote or matrix teams.
- Display reliability and self-motivation, showcasing the ability to identify and resolve problems independently, without constant supervision.
- Demonstrate excellent influence and negotiation skills, particularly in engaging with third parties and external organizations.
- Exhibit exceptional judgment and prioritization abilities to efficiently manage competing resource demands.
- Display the capability to solve problems and make quick decisions even with limited information.
- Proactively engage with colleagues and partner organizations to ensure successful delivery of required activities.
- Bring experience in budget management, demonstrating a track record of effectively managing financial resources.
- Show proficiency in recruiting and developing individuals, fostering a supportive and growth-oriented work environment.
- Possess competence in MS Office-based IT systems, facilitating efficient data management and communication.
- Preferred knowledge in onboard cruise operations and/or hospitality experience, providing valuable insights into the industry.