As a market leader in the cruise industry, we operate spectacular ships all over the world. Join us as a Hotel Operations and Retail Manager and you'll discover that working at sea is more than just a job. It's a way of life.
Please note that this advert is not for an immediate vacancy, we are recruiting for a talent pool position​, T his means that if you are successful during the recruitment stage, you will be placed in a succession pool to join the fleet when a vacancy arises.
You will be accountable for the efficient and effective delivery of passenger administration relating to immigration and port procedures. Ensure a financially sound operation, maximising the on board revenue potential whilst balancing the customer experience, to achieve both revenue and customer satisfaction targets. Provide teams with relevant opportunities and efficiencies through effective planning.

In this role your duties will include but not limited to:

• Ensure all passengers enquiries are attended to in a professional and customer focused manner and effectively resolve passenger issues or complaints where needed. Identify and develop opportunities to enhance the customer experience and increase passenger satisfaction scores. Ensure the activities and services the team provides is relevant to the passenger profile for each cruise.
• Effectively carry out pre-cruise planning which creates an environment conducive to passenger spending. Understand the passenger profile and use commercial data in consultation with revenue managers, develop interdepartmental marketing sales strategies.
• Encourage and support operational managers to analyse promotional and marketing activities, identify improvements and opportunities for future cruises and campaigns, and to share successes with the wider business.
• Implement and review promotional campaigns, oversee onboard marketing and promotional activity and control the flow of passenger information, ensuring all material is within the corporate guidelines.
• Preserve dual control of the main safe onboard.
• Ensure the organisation and movement of passengers and baggage during embarkation, disembarkation and whilst onboard, including the mustering of passengers and tours dispatch on port days.
• Direct, coach, lead and motivate managers, ensuring a profitable, efficient and cost effective administrative and retail service is provided.
• Ensure all customer service issues are resolved in a professional and customer focused manner.
• Effectively manage own department, ensure adequate resourcing of teams, complete appraisals identifying development opportunities and provide support to managers and supervisors to guide, motivate and direct their respective teams. Liaise with third party area managers and Commercial Services shore side regarding the performance of retail areas

To be considered for this role you will have:
Degree in marketing or relevant discipline or equivalent ideal
Experience of marketing sales promotions, market research and / or sales analysis
Experience of working with the cruise, travel or leisure industry is highly desirable
Experience of managing a team, preferably within a sales environment
Experience of analysing and interpreting information
Fluent English in reading and writing is essential for this position