Cruise Operations Specialist - Abercrombie & Kent USA

Position Summary

This role reports to the Director of Cruise and is responsible in delivering high-quality shore excursions, pre-and post-cruise itineraries, and extended land programs within the USA and Canada for our Cruise clients.

Responsibilities and Accountabilities

• Provide high quality ground services for cruise ships visiting USA & Canada working with the set processes and procedures for the cruise division.
• Oversee Cruise port calls & become the A&K/Akorn face in handling all operational queries related to A&K/Akorn services
• Travel to cruise ports around USA & Canada to operate ship calls as required and ensure seamless delivery of the Cruise operational process
• Liaise with the on-board ship staff to ensure ground service quality in all ports and handle all relevant operational queries related to shore excursions.
• Accurately book and manage all services required for a successful operation
• Provide accurate confirmations, reconfirmation and tour documentation in a timely manner for all suppliers for ship calls including guides
• Finalize tour program details of cruise calls within 24 hours of operating a port call.
• Work closely with the finance team and Director of Cruise to ensure correct invoicing of files and assist with invoice queries as they arise
• Develop and maintain strong relations with all suppliers and clients
• Work closely with the Product Team to ensure all supplier rates are contracted and products are available for sale.
• As required, ensure that all itineraries are unique, creative, and complete with all relevant requirements
• Proof tour descriptions and brochure copies as required
• Develop additional tour product requests or changes
• Assist in the preparation of tour proposals for cruise lines as requested by the Director of Cruise
• Accurately cost any additional product requests or changes, as required by management
• Attend industry conferences & site inspections, building relationships with prospective suppliers and clients.
• Adhoc tasks as required by management

Requirements

Skills and Abilities

• High degree of attention to detail.
• Lateral thinking and ability to problem solve essential
• A team player with an enthusiastic and positive approach
• The ability to face challenges head on and a ‘can do and hands on’ attitude
• Time management skills essential.
• Ability to work alone and unsupervised when travelling
• Committed to the highest level of customer service.
• Excellent written and verbal communication skills.
• Have the desire to work in a creative environment & willingness to travel

Education and Experience

• 3 years’ experience in the travel and tourism industry, with direct cruise experience preferred.
• Knowledge of luxury customer service preferred.
• Knowledge of ports-of-call and associated tours preferred
• Previous experience in the Cruise/Groups industry is preferred.
• Sound product knowledge of USA & Canada including ports.
• Excellent operational understanding of logistics of groups movements
• Experience using an in-house Reservations system (Travel Studio preferred)
• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook

Special requirements

• Travel will be required as part of this role, domestically and internationally. (and maintain a current passport)
• Ability to work flexible hours – Weekend, Public Holidays, and some late evenings during the cruise season is a requirement of this role.
• Must have own mode of transport
• This position will require assistance with emergency after hours’ phone on a rotating roster.

Benefits

• A&K offers a large portfolio of competitive benefits to all eligible, fulltime employees including an employee bonus plan. Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts through use of an IATAN Travel Professional card. Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with generous company match.