Shore Excursions Operations Specialist - Carnival Global Brand

Job Description

Service and support aspects of the Airport Transfers, Transportation and Meet & Greet operations with leadership guidance. Includes new vendor set up, day to day operations, disseminate/maintain policy & procedure and operational guidelines, content management. Participate in all aspects of the shore excursion requirements for large group, charters and incentive programs, helping the Manager with action steps to maximize revenues and ensure positive guest experience. Collaborate with onboard and other internal teams regarding transfer needs in the event of large-scale irregular operation.

Essential Functions:

• Airport Transfers: Monitor sales performance and proactively address opportunities for increase in take rate. On a monthly basis, report out on sector’s performance. Ensure transfer services are open for active voyages in all avenues of sales. Serve as the main point of contact for all transfer operators and in-house personnel for inquiries or service-related questions, operational or set-up related issues. Works to troubleshoot and resolves any transfer matters that arise. Maintain and build strong relationships with all service providers, outside entities, management and internal colleagues by implementing communication strategies that promote open, honest and effective dialogue. Manage all Content manifesting and Refunding from shoreside. Manage all Daily Ops/Irregular Ops, Perform homeport visits for site inspection to ensure service provider are performing as contracted. Monitor TGEM ratings and guest written comments for Carnival Transfers; shares relative feedback with service providers.
• Groups & Charters: Coordinate with both internal and external teams to generate increased Group Shore Excursion revenue and awareness while enhancing the guest experience. This includes Casino Groups, Event Planning Groups, and Charters to customize tours as required. In coordination with Product Managers/Pre-Sales, work with the 400+ tour operators to increase allotments, add additional departures, negotiate, privatize and/or customize group business in order to maximize revenues from all groups and charters. Communicate all logistical requirements for Group Shore Excursion programs and provide support to shipboard teams on procedures for confirmed Group Shore Excursions. Monitor sales performance and proactively address opportunities for growth in the sector. On a monthly basis, report out on sector’s performance.
• Coordinates & Leads Training sessions to educate business partners in our Sales channels (PVPs, Call center, Travel agents etc) Content includes What’s new in shorex , Group Shorex: What it means, what are the benefits and how to book , Highlight top venues for large groups

Qualifications:

• Bachelor's Degree in business, international business
• Travel industry certifications preferred
• 3+ years of dynamic business experience in the travel and service industry with great emphasis on product quality.

Knowledge, Skills and Abilities:

• Solid negotiation skills
• strong business ethics
• be able to analyze and resolve issues independently.
• multi-tasking capability in complex situations
• Strong Computer skills especially in Microsoft Office with emphasis on Excel
• self starter, takes initiative with minimal supervision 
• ability to manage time and adhere to time sensitive deadlines
• Must possess excellent organizational, interpersonal, and communication skills

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout CCL facilities. May need to stand for long periods of time.

Travel: More than 50% shore-based travel. Less than 25% with shipboard travel likely.

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Carnival office in South Florida from Tuesday through Thursday.  Employees may work from home on Mondays and Fridays. Some positions may require additional in-office time each week and final schedule is determined by your leader.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement 
  • On-site preschool program and wellness center at our Miami campus

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