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