POSITION: Cruise Co-ordinator Seasonal Post: 7 months approximately Commencing April 2026 until Mid-October 2026*. DEPARTMENT: Visitor Servicing, Visit Belfast Welcome Centre REPORTING TO: Head of Visitor Services Operations SALARY: £25,182 to £27,517 pro rata *1st April to 3rd May and 21st September to end of the Cruise season (Mid October) casual hours, 4th May to 20th September average 21 hours per week. PURPOSE: The Cruise Co-ordinator is a job-share role and is responsible to the Head Visitor Services Operations (located at the Visit Belfast Welcome Centre (VBWC)) for the provision of efficient and comprehensive welcome and management of cruise passengers and crew arriving into Belfast along with provision of visitor servicing, management of shuttle bus services, assisting with the retail offering within the hub when required, stakeholder engagement and the associated administration with the cruise hub and shuttle operators. This season, Visit Belfast expects to welcome over 138* cruise ships between April and October 2026 Subject to change. DUTIES AND RESPONSIBILITIES: Management of the team under their responsibility including Cruise Welcome Ambassadors (CWAs), Travel Advisors and Volunteers. Manage the rotas of CWAs and volunteers including recording of availability of the team. Provide and manage visitor servicing for cruise visitors arriving into Belfast along with the Cruise Travel Advisors and CWAs. On the day Management of the cruise shuttle bus service in line with the ships requirements and liaison with the bus provider (currently Translink) and the cruise excursions company and highlight any issues with the service to the relevant partner. Working with the VBWC Travel Advisors, produce and update the Sea and Do with visitor information and work with Digital team to ensure it is uploaded to the website. Ensure that information is passed to their job-share partner by the agreed means. Management of emails from the shipping agents, Belfast harbour and excursions provider in relation to operational changes and communicating the same to relevant party. Manage the daily set-up/close down of the visitor information desk at the Cruise Welcome Hub and the storage of materials as required. Ensuring the statistics are kept on a daily basis by CWAs, Volunteers and Seasonal Travel Advisors and submitting these in the correct formation as required. Ensuring that Visitor Satisfaction Surveys are completed by CWAs, Volunteers and Seasonal Travel Advisors and meet the required targets set. Ensuring all services charged out to cruise lines and excursion companies are recorded at least weekly and update the spreadsheet for finance department monthly and liaison with the finance department regarding anu queries. Ensure all facilities and services under their control run smoothly i.e. digital screens, tills and CCTV system are delivered to standards required and report any issues to the relevant provider. When required report any issues regarding facilities within the cruise hub to the relevant party. Ensure all security procedures within the cruise berth are followed, including ensuring relevant parties have a harbour pass. Ensure all operating and emergency planning procedures are communicated to Visit Belfast Teams and are being followed and making yourself available for any shore side drills and evacuation training. Respond to changes or cancellations of cruise ship arrivals out-of-hours and notify appropriate colleagues and agencies as required. A company mobile phone will be provided for phone and email enquiries. Ensure the management and allocation of staff uniforms as required. Participate in the Visit Belfast appraisal process as required. Sure that CWAs, Travel Advisors and Volunteers are trained in their role and briefed on cruise ship operations. Assist Head of Visitor Services Operations with monthly payroll ensuring that the team meet required deadlines for submission of timesheets. Ensure the Director of Visitor Servicing and or the Head Visitor Service Operations are briefed on any issues, complaints or incidents at the Cruise Hub. Ensure where required that visitor servicing is set up at the other docks mainly Pollock Dock. If required ensuring that the cashing up of the EPOS tills is carried out in line with agreed financial procedures. When required participate in the recruitment, selection and training and induction process were relevant. Facilitate and set up and coming on site of any local Cruise Animation. The regular, daily maintenance and updating of all cruise-related enquiries, files and records. Assist with any visits to cruise ships, while berthed in the Port i.e. Inaugural Plaque Presentations including representing Visit Belfast and ensuring the supplied pictures are available for this purpose and for any site visits required. Liaison with the representatives from Belfast Harbour, Ground Handlers, other service providers and Shipping Agents on a regular basis especially looking at the layout of the cruise berth and oversight of other cruise berth operations when required e.g. Taxi rank. To communicate effectively with other Visit Belfast departments to ensure integrated activity across the organisation. Support the team in the development and maintenance of effective working relationships with Visit Belfasts partners, sponsors and the industry as appropriate. The provision of any other form of service in accordance with the Visitor Servicing departments general activities etc HOURS OF WORK: For this post flexibility is essential as early morning starts will be expected, (esp. when ships arrive into the port around 7 or 8am (or earlier). Hours will vary according to the time of ships arrival / departure. Evenings, weekends, bank & public holiday work will be a normal part of duties. Some split shifts may be involved on certain cruise ship days. This post will vary in the number days per week with a variety of hours from April to October, some weeks may be longer and some shorter due to the Cruise Ship schedule. OTHER: To undertake, when necessary, work out of normal office hours. Travel is an essential part of the job. Clean driving license and access to a car for work purposes is essential. To carry out all duties with full regard to Visit Belfast equal opportunities and fair employment policies. To undertake any other duties as required by Visit Belfast. Personnel Specification Essential Criteria Desirable Criteria Qualifications A minimum of 5 GCSEs (or equivalent) at Grade C or above, including English and Maths A Third level Qualification or three years experience in a customer facing role. Third level qualification or equivalent or Five years experience in a customer facing role. Relevant Experience Two years administration, clerical, customer service work experience. One years experience of managing or organising a small team of staff. Excellent organisational and communication skills. Excellent and demonstrable working knowledge and experience in working with Microsoft Word, Excel and Outlook. A good knowledge of Belfast and Northern Ireland as a tourist destination. Previous experience of working in a port environment / involved with cruise ship arrivals. Two years experience of managing or organising a small team of staff Experience of working in the tourist information service, hospitality industry or travel trade. Special Aptitudes Excellent customer care skills, as well as a smart appearance Ability to work on own initiative and meet tight deadlines. Demonstrable experience of working in a team Strong problem-solving skills and flexible approach Excellent spoken & written English. Circumstances Available to work outside normal hours including evenings and weekends. Clean driving licence and access to own transport.