The Account Manager, Port Services Oceania has overall operational and financial responsibility for port services in the assigned Oceania 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 analyze 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.
FINANCIAL RESPONSIBILITIES
Develop annual financial plan for their respective ports including Uniforms, Office Equipment and Supplies and Travel & Lodging. Forecasts and manages expenses accordingly.
Identifies potential port agents, vendors and ground handlers to participate in bid process for services in all ports. Analyses and performs competitive analysis on bids received from multiple companies in each port and negotiates best pricing on behalf of the company. Makes recommendation on vendors’ appointments for their area of responsibility.
Recommend adjustments to operations on an ongoing basis to enhance guest satisfaction and reduce operating expenses where possible
Effectively manage regional ports budget annually, including seeking, identifying, and capturing cost savings.
KEY RELATIONSHIPS
A range of relationships will need to be cultivated and maintained, however the list is not exhaustive:
Appointed ground, port agents and vendors on an ongoing performance related basis
Port Authorities and Local authorities within the given region
Sales, Marketing
Hotel, Marine Operations
Port Operations, Guest Port Services
Revenue Management
Tax
Legal
Deployment
Customer Service
Risk Management
Government Relations
Human Resources
Commercial Development
Shipboard Management teams fleet-wide
EXPERIENCE / KNOWLEDGE & SKILLS
Strong experience in finance and operations is imperative
Ability to negotiate, and manage is imperative
Exercises the usual authority concerning staffing, performance appraisals, promotions, salary recommendations and terminations.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of Managers.
Other: Ability to develop tactical plans utilizing project management principles. Strong written, verbal and interpersonal communication skills required. Ability to communicate in Spanish and/or other languages a plus.
Software: Working knowledge of computers, internet access and the ability to navigate within a variety of software packages such as AS400, Microsoft Office Tools and Visio.
Ability to travel domestically and/or internationally approximately 40%.
Ability to be on call 24/7 as operationally needed includes weekend work and/or planned/unplanned travel
QUALIFICATIONS
Minimum of 5 years’ experience, with an international cruise line or worldwide tour operator (preferably in port operations, marine operations or shore excursion/tour department), in a mid to large corporate environment.
Bachelor's Degree from four-year College or university; MBA preferred, and/or five years related experience in finance and operations.
Strong experience in finance and operations is imperative.
Must have in-depth knowledge of Immigration and Customs laws
Must possess exceptional interpersonal and communication skills to communicate with all levels of employees, management, vendors and government authorities.
Proven track record of success in fast-paced environment with demanding timelines.
Ability to build and maintain successful business relationships throughout the department and the company as a whole.
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to climb or balance. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, colour vision, peripheral vision, depth perception, and ability to adjust focus while performing the duties of this job, the employee is frequently exposed to outside weather conditions. The noise level in the work environment is usually moderate.
Account Manager Guest Port Services Oceania