Cruise Ship Coordinator

Cruise Ship Coordinator

Department: RH Shore Excursion

Reports to: VP of Sales & Marketing

Status: Exempt

I. Job Purpose/Objective:

The purpose of this position oversee identified aspects of operations for the Shore Excursions Department and ensure the Shore Excursion employees assigned are able to meet and/or surpass company set goals and meet/exceed expected service levels. This position must also be able to effectively motivate a diverse workforce.

2. Essential Job Functions:

Incumbent may perform any or all of the following:

•  Maintain and update all the information impacting the upcoming season for Shore Excursions (must be in place six months prior to the first vessel arrival
•  Update Shore Ex products and match to respective ships schedule
•  Communicate Cruise Ship and Shore Ex schedule and service updates with CRO, Operations and all appropriate departments
•  Able to assist Operations to flex tour operations based on unforeseen circumstances that affect regular tour operation (i.e. delay at sea, traffic delay, etc.)
•  Operational functions to include:
•  Manage Pier Operations
•  Manage reservation systems database
•  Must be familiar and up to date on all Roberts Hawaii products being offered on all islands.
•  Answering calls all incoming calls from internal and external clients, providing information on all services offered by Roberts Hawaii, Inc. Assists in handling customer complaints to the satisfactions of both client and company
•  Maneuver through the Roberts Hawaii Reservations Database system with speed and accuracy. Maintain accurate manifest for all optional tours and disseminate to all appropriate parties, departments involved.
•  Up sell to our incoming calling guest – upgraded tours/packages
•  Communicate service excellence and aloha spirit via verbal and non-verbal communications (voice calls and written communication)
•  Provide leadership and direction to assigned team, providing performance goals and objectives
•  Meetings
•  Daily verbal communication
•  Written documentation
•  Effectively communicate with staff ensuring full understanding of responsibilities, duties, and objectives
•  Supervision, training and development of staff.
•  Develops new operational policies and implements procedures as needed
•  Performs other related duties as assigned or requested

3. Essential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, education, certifications, etc.

•  Travel Industry Management/Communications Degree or Associates Degree Preferred
•  Hospitality/Retail/Customer Service/Marketing- Experience Preferred
•  Proficient with Microsoft office, word, excel and outlook
•  Able to type a minimum 40wpm accurately
•  Be advanced with the use of internet explorer (website search)
•  Be able to do database processing and marketing
•  Able to add, subtract and multiply
•  Able to multi-task and prioritize according to deadlines and business demands
•  Must be able to work weekends and holidays
•  Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs
•  Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills
•  Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity
•  Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
•  Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image
•  Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others
•  Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements

4. Working Conditions/Job Environment

•  Air Conditioned office
•  Desk and chair
•  Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects
•  Must be able to stand and walk for a sustained period of time
•  Balance, reaching and typing for extended periods of time
•  Be able to express or exchange ideas by means of the spoken word: must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly
•  Be able to receive detailed information through oral communication: Ability to receive detailed information through oral communication, and make fine discriminations in sound
•  The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned
•  The worker is subject to environmental changes
•  Some remote work may be necessary

The information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

EEO Employer/Vets/Disabled