Cruise Operations Specialist

Role Objective:

This role reports to the General Manager and is responsible for managing cruise accounts, throughout all the ports of Australia and PNG ensuring meticulous pre-season planning and smooth delivery of the operation.

Main Responsibilities

·       Provide high quality ground services for cruise ships visiting Australia & PNG working with the set processes and procedures.

·       Manage Cruise Ship port visits as the face of BWCG, handle all operational queries related to shore excursions.

·       Liaise with the on-board Shore Excursion teams to ensure ground service quality in all ports.

·       Resolve problems on the ground ensuring reporting protocols are followed.

·       Develop and maintain strong relations with all suppliers and clients.

·       Accurately book and manage all services required for the successful operation of shore excursions and tours.

·       Provide accurate confirmations, reconfirmation, and tour documentation for all suppliers for ship calls including guides.

·       Provide updates to suppliers in a timely manner and manage booking process as per guidelines.

·       Finalise file details in reservations system and record revenue, costs, and margin accurately and within 24 hours of operating a port call.

·       Ensure all reporting and documentation is correct for invoicing of files.

·       Travel to cruise ports around Australia to operate ship calls as required to ensure seamless delivery of the Cruise operational process

Other Responsibilities

·       Assist in producing shore excursion proposals for cruise lines as requested by the CEO and General Manager

·       Ensure that all itineraries are unique, creative, and complete with all relevant requirements

·       Proof tour descriptions and brochure copies as required

·       Complete client tour allocations and maximise potential sales requirements

·       Assist the Accounts Department with invoice queries as they arise

·       Enter financial data into reservations system in a timely and accurate manner

·       Attend functions outside of work hours when required

·       Assist in other areas of the business as and when required

·       Commitment to uphold all the BWCG all Policy & Procedures

·       Ad-hoc tasks as required by management

Other Information

·       Must be prepared to travel for extended periods throughout Australia

·       Due to the nature of the cruise industry the role will include working extra hours when operationally required which will include weekends and public holidays.

·       Must have full working rights for Australia.

· Must have experience in Cruise Operations and Shore Excursions

Knowledge & Experience

• Knowledge and understanding of the cruise industry is preferred
• Prior experience in the travel / cruise industry would be advantageous
• Excellent product knowledge of Australia and Cruise ports would be an advantage.
• Previous account management experience would be an advantage
• Good level of understanding of logistics and movement of large groups of people

Skills & Aptitude

• High attention to detail

·       The ability to face challenges head on and a 'can do' and 'hands on' attitude

• Commitment to the highest level of customer service
• Team player with an enthusiastic approach to the job
• Excellent time management skills and flexible working attitude
• Ability to work alone and unsupervised when travelling
• Mature outlook and ability to stay calm under pressure.
• Excellent communication skills
• Good initiative and ability to handle challenging situations quickly and effectively

Computer Skills Required

• Proficient in Microsoft Office (Word, Excel, Power Point & Outlook)

·       Experience using an in-house Reservations System would be considered an advantage