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Account Manager, Port Services (West Coast)

Royal Caribbean Group

Royal Caribbean Group

Sales & Business Development
Miami, FL, USA
Posted on Saturday, May 4, 2024

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

This position is focused to serve the West Coast United States, Alaska and Canada region; based in Seattle, WA. The position oversees approximately $1,000,000 to $1,500,000 in turnaround staffing and transportation operating costs. This position administers the Royal Caribbean/Celebrity Cruises turnaround operations including development of operations at each port and airport facility, analyzing G & A and ground handler bids, communication of programs to shipboard and shore side personnel and production of applicable collateral. Manages turnaround operation from planning stage to implementation.

Essential Duties and Responsibilities:

  • Develop and administer turnaround programs and contingency planning in relevant ports for Royal Caribbean and Celebrity brands. Produce detailed operational plans for turnaround ports, including departure procedures, boarding procedures, general information on the port, immigration/customs clearance, key contacts and planned staffing levels for shoreside, onboard and senior management.
  • Manages all aspects of the ground handler (third-party) vendor relationship with the company, including the competitive bid process, financial analysis, negotiation, contracting, operations planning and reporting, invoice review, training and quality assurance. Direct interaction with senior level owners/executives within ground handling company.
  • Represents the corporation at selected governmental meetings, association functions, cruise industry events, travel industry conventions and other meetings as required.
  • Performs pre-planning and operational set-up for their respective ports prior to start of season to include airport, pier and hotel experience. Identifies turnarounds that require corporate presence. Provides training needs assessment for each port to training team prior to start of season. Assists training team in administering training modules as needed.
  • Works with Port Operations team to supervise vendor relationship with port agents and stevedore companies.
  • Direct interaction with senior level shipboard management in planning turnaround operations via conference calls held prior to the season with the Hotel Director, Chief Purser, Front Office Manager, IT/Data Systems Manager. Direct contact with shipboard management team throughout season regarding operational enhancements.
  • Travels to turnaround locations to oversee pier and airport operations and to perform site inspections for planning purposes (approximately 40% - 50% travel). Orchestrates turns with ground handler, port agent, regulatory agencies, airport and port authority and shipboard management team.
  • Monitor and evaluate turnaround operations through site inspections, Brand Quality Audits, shipboard reports and comment cards. Maintains constant rapport with ground handler on turn operations and issues. Reviews ratings information as it pertains to pier and airport experiences and determines any corrective action. Strive for continuous improvement in operation.
  • Monitor and benchmark industry best practices for turn operations and identify opportunities to fulfill corporate strategy. Travels to new locations to observe other cruise line operations to develop operational plan. If there is no other cruise line operating in a new port location, works with ground handler, port agent and other entities in setting up entire operation from the ¿ground up.
  • Performs special operational and analysis projects as requested. Makes recommendations to improve overall service and efficiency of operations.
  • Provides operational information to internal departments for use in guest and travel partner communications, consumer web sites, travel partner web site and intranet. Reviews and updates turnaround port information within guest ticket booklets including: transfers, bus programs, general port information, parking and hotel vouchers.
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
  • Assists Port Operations in supervision, inspection and follow up at ports of call.

Qualifications, Knowledge & Skills:

  • Bachelor’s degree in Hospitality, Industrial Engineering or related field required, MBA preferred
  • 3-5 years experience in related operations, contract negotiations, budgetary planning, vendor management and/or analysis work required. Shipboard experience helpful.
  • Ability to develop tactical plans utilizing project management principles. Strong written, verbal and interpersonal communication skills required.
  • Ability to communicate in Spanish and/or other languages a plus.
  • Software: Working knowledge of computers, internet access and the ability to navigate within a variety of software packages such as AS400, Microsoft Office Tools and Visio.
  • Ability to travel domestically and/or internationally. approximately 40-50% . Ability to be on call 24/7 as operationally needed includes weekend work and/or planned/unplanned travel

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.