About Us
Royal Caribbean Group is the world's largest cruise line having a record-breaking year and launching not one but TWO brand new ships in 2025 It couldn't be a more exciting time to join a global business that is blazing a trail in the travel industry right now
With our 3 brands Royal Caribbean International Celebrity Cruises & Silversea we have ships in South America Europe Asia Australia and several North American markets beyond our headquarters in Miami FL We cover the globe No matter where our guests want to go Royal Caribbean Group has a ship that can deliver a world-class vacation
At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry The work that we do is exciting challenging and innovative You get to work both independently and as part of a collaborative and dynamic international team We are passionate we are innovative and we are unstoppable
THE ROLE
The Account Manager Port Services EMEA has overall operational and financial responsibility for port services in the assigned Northern Europe sub-region including management of all port agencies and port relationships
The Account Manager ensures that all port and ship services for all brands are achieved in a timely and professional manner according to established department and company standards Responsible for building and adhering to financial budget and controlling negative financial exposure related to ship requests abnormal operations and/or stevedoring/port manning levels
In the role of overseeing Guest Port Services Account Manager is responsible for the overall guest experience in the designated turnaround ports for all brands including airport meet and greet transportation pier staffing and cruise check-in processing of cruise guests
The position is also responsible for maintaining brand image and essence and for ensuring that contracted third-party vendors or in-house staff are delivering a positive first and last impression of RCCL for all cruise guests by providing exceptional customer service that meets established brand standards
They will also work closely with the PortOps/GPS Leadership GPS Operations Managers and Account Managers based in Miami
ESSENTIAL DUTIES AND RESPONSIBILITIES
PORT OPERATIONS RESPONSIBILITIES:
* Manage relationship with Port Authorities including contract negotiation cost benefit analysis operational effectiveness future deployment impact brand image considerations marine operations port operations guest port services facilities management and port modifications
* Develop goals and strategic approaches for optimum overall operations together with the leadership team of GPS and Port Operations in Miami
* Collaborate with Department senior management to craft department strategic goals and objectives Communicates timely regional issues in order to ensure proper administrative
support from departmental management
* Manage existing vendor relationships and identify opportunities to leverage these relationships in alignment with corporate strategy This includes contract formulating a vendor strategy identifying vendors negotiations and establishing terms and service levels with vendors
* Interface closely with Deployment and Itinerary planning on matters pertaining to berthing operations and execution of port operations
* Manage berthing assignments when required for all brands to ensure maximum operational and service benefits for the company
* Identify and enact process improvement process automation and creation of department knowledge base to improve operational efficiencies and controls
* Identify projects and planning in regard to new ship / port combinations in coordination with Port Engineer Marine Operations and the brands when needed in order to ensure a proper delivery
* Contribute to the creation and management of the annual operating Port Operations and Guest Port Services budget Manage financial performance vs Plan and Forecasts for operations and G&A Make recommendations to meet or exceed targets Participate in the analysis and development of accurate forecasts for all expenses associated with Port Operations
* Conduct new contract negotiation with Port Authorities and vendors to yield best cost and operational terms for all RCCL brands Negotiation includes cost benefit analysis operational effectiveness future deployment impact brand image considerations marine operations land operations facilities management and port modifications
* Assess and analyse all port operations capital appropriation requests and prepare recommendations to executive management committee in coordination with the Port
Operations and Guest Port Services Finance department
* Actively lead various special projects and other assignments
* Respond to crisis involving ships operations including but not limited to hurricanes OPP outbreaks legal situations and significant guest satisfaction issues Participate in planning and execution of crisis response plans as part of the response team Often involves interacting and briefing senior executives and participating in the situation room
* Represents the corporation at selected governmental meetings association functions cruise industry events travel industry conventions and other meetings as required
* Travels to transit and turnaround locations to oversee pier and airport operations and to perform site inspections for planning purposes (approximately 50% travel) Orchestrates turns and ports of call with ground handler port agent regulatory agencies airport and port authority and shipboard management team
GUEST PORT SERVICES ROLE RESPONSIBILITIES:
* Ensures team is developing turnaround programs and contingency planning in relevant ports
Ensures detailed operational plans and conference calls for turnaround ports are developed and take place in a timely basis
* Ensures turnaround ports and airports are meeting established metrics and standards for
Guest Port Services
* Represents the corporation at selected governmental meetings association functions cruise industry events travel industry conventions and other meetings as required
* Direct interaction with senior level shipboard management in planning turnaround operations via conference calls held prior to the season with the Hotel Manager 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 70% 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 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 fulfil corporate strategy Travels to new locations to observe other cruise lines' 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
* Works with GPS Team in Miami on soliciting and negotiating applicable contracts annually prepares detailed financial competitive analysis for each port and develops recommendations for ground handler/transportation selections
* Works with GPS Team in Miami on preparing annual G&A Operating Plan for (includes in- house payroll temporary employment travel & lodging office supplies uniforms etc)
Review monthly financial performance and works with various stake holders to ensure all areas meet desired goals and objectives
* Performs special operational and analysis projects as requested Makes recommendations to improve overall service and efficiency of operations
* 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
What we Offer
At Royal Caribbean Group we are client-centric but put people first We have a culture where everyone is trusted and valued in equal measure whatever your role in the company We are propelled by people Our employees and crew are the driving force behind our success Our aim is to recruit develop and retain world class people who come to Royal Caribbean to do the best work of their careers
We are committed to employee development and you will have the opportunity to learn from some of the most experienced people in the business We regularly reward and promote success encouraging staff to take on new challenges and responsibilities to aid progression Our remuneration package includes our competitive pension private healthcare life assurance cover to name a few In addition every permanent member of staff that works at Royal Caribbean is eligible for our cruise request program and friends & family cruise discounts
With good transport links to our modern offices in Surrey we have plenty of free parking a free shuttle bus from the train station on-site restaurant and on-site gym We take a flexible approach to work We currently work a combination of days in the office and work from home
Come join the team - Journey with us succeed with us grow with us
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
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