Job Information
Carnival Cruise Line Sr. Crew & Travel Operations Manager in Manila, Philippines
Job Description
CASI, Cruise Administration Services Inc, a Carnival Cruise Line entity in the Philippines currently has a Sr. Crew & Travel Operations Manager opening available.
Only candidates located in the Philippines to apply .
Job Summary:
The Sr Manager is responsible for the overall 24/7 operations, planning, growth, process efficiency in the Travel Call Center and ensures that all policies and procedures are followed, and productivity of each respective work. Ensures that all travelers are handled with superior and proactive customer service while also ensuring that the staff follows all policies and procedures within set budget costs. Responsible for the maintenance of the systems, process flows , training , testing and implementation of new features and thoroughly completed within set timelines. The Sr Manager is a FUN role model and promotes a FUN and SAFE working environment.
Essential functions:
Oversees the Manila team, ensuring that all travel accommodations are met for crew travel, key business units i.e., dry-docks, and concierge etc. Monitors the Crew Travel operations 24 /7, ensuring delivery of excellent and safe customer service and consistently deliver established Service Level Agreements (SLA), while maximizing productivity. Ensures that all travel requirements, VISA's, letters and special arrangements are completed. Ensures that all last-minute movement changes along with travel logistics are 100% complete within zero to twelve and thirteen to sixty days of ships assignments. Ensure that key leadership monitors all executive and Sr, officer travel activity
Develop, mentor and coach staff, holding individuals accountable for performance. Ensures that evaluations, corrective counseling and disciplinary actions are performed. Plans, allocates, manages and collaborates with travel specialists to ensure operational excellence and receives feedback from leadership and staff. Performs analytics on all Sabre queues, travel bookings, emails, phone calls, customer service surveys and ensures that phone monitoring is conducted.
Identifies, recommends and implements process improvements. Researches/tracks operational and industry developments, and competitive trends. Implement error reduction efforts, providing direction, measurement and reviews of progress against goal. Identifies coaching/business opportunities and best practices and presents business cases that will yield financial and operational efficiencies
Proactively communicates with our off-shore lead/ shoreside leadership and business partners any system changes, staffing restraints, irregular operations, new airline polices, waivers, procedures or travel industry related changes that can impact travelers or operations. Communicates system defects and process flows to the appropriate parties, assist in identifying solutions and follows through until resolved.
Leads collaborations and participates in leadership calls, daily, weekly or bi-weekly meetings/huddles; share the knowledge sessions, and KPI reviews to ensure that all specialists are fully trained and consistently delivering service level agreements and highest level of customer service. Collaborates with internal business partners and identifies cross-functional synergies that improve the team efficiency.
Researches and resolves customer service issues as necessary and provides feedback to SME’s/ specialists and internal business partners. Proactively solicits feedback from internal travelers on a regular basis via surveys or other means. Provide timely and accurate reporting on key issues, such as attrition, performance to shore side and offshore leadership and HR.
Participates and leads with off-shore and shore-side leadership - staff through an irregular operation, ensuring crew team members, guests, contractors and corporate travelers receive new travel accommodations based on established guidelines until completion. Oversees the process to deploy away teams to offsite locations as needed. Ensures a plan of action is in place for BCP.
QUALIFICATIONS:
Bachelor's degree Tourism/Hospitality or Business
6+ years of relevant travel management work experience, preferably servicing guest, corporate and/or crew travel.
experience in managing a Call Center team.
3 years’ experience managing a team
Self-driven; Detail-oriented; possess excellent analytical skills
excellent organizational and time management skills
excellent written and verbal communication skills
ability to work effectively in a multi-tasked, fast-paced environment, under tight deadlines
ability to analyze and resolve issues independently
excellent customer service skills
strong leadership skills, good presentation skills, broad knowledge of world geography.
Thorough knowledge of the travel industry fares and markets
Travel professional, Global Distribution System (GDS) and Microsoft product proficiency.
Ethics & Compliance:
In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns
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