Cruise Operations Specialist
15 hours ago
This role reports to the General Manager and is responsible for managing cruise accounts throughout all ports of Australia and PNG, ensuring meticulous pre-season planning and smooth operation delivery.Main ResponsibilitiesProvide high-quality ground services for cruise ships visiting Australia & PNG, adhering to set processes and procedures.Manage cruise ship port visits as the face of BWCG, handling all operational queries related to shore excursions.Liaise with onboard Shore Excursion teams to ensure ground service quality across all ports.Resolve on-ground problems, ensuring reporting protocols are followed.Develop and maintain strong relationships with suppliers and clients.Accurately book and manage all services required for shore excursions and tours.Provide accurate confirmations, reconfirmations, and tour documentation for all suppliers related to ship calls, including guides.Update suppliers promptly and manage the booking process as per guidelines.Finalize reservation details in the system, recording revenue, costs, and margins accurately within 24 hours of port call.Ensure all reporting and documentation are correct for invoicing.Travel to cruise ports around Australia to operate ship calls as needed to ensure seamless cruise operations.Other ResponsibilitiesAssist in producing shore excursion proposals for cruise lines as requested by the CEO and General Manager.Ensure itineraries are unique, creative, and comprehensive with all requirements.Proof tour descriptions and brochure content as needed.Complete client tour allocations and maximize sales potential.Assist the Accounts Department with invoice queries.Enter financial data into the reservation system accurately and timely.Attend functions outside of work hours as required.Assist in other business areas as needed.Uphold all BWCG policies and procedures.Perform ad-hoc tasks as directed by management.Other InformationPrepared to travel extensively within Australia.Work extra hours as operationally required, including weekends and public holidays.Must have full working rights for Australia.Must have experience in Cruise Operations and Shore ExcursionsKnowledge & ExperienceUnderstanding of the cruise industry preferred.Experience in travel/cruise industry advantageous.Excellent knowledge of Australian ports and cruise operations beneficial.Previous account management experience advantageous.Strong logistics understanding for large group movements.High attention to detail.Proactive, with a 'can-do' attitude.Commitment to excellent customer service.Team player with enthusiasm.Strong time management and flexible working approach.Ability to work independently while travelling.Mature, calm under pressure, quick thinker, effective problem solver.Computer Skills RequiredProficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
Experience with in-house Reservations Systems is an advantage.
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