Analyst, Business Development

POSITION SUMMARY:

Analyzes evolving business issues to determine operational impact and formulates recommendations.  Designs and implements new policies, processes, and procedures based on recommendations.  Analyzes operating procedures to devise most efficient methods of accomplishing work.  Serves as department liaison with internal departments, representing the interests of the department and formulating mutually beneficial solutions for process issues.  Proactively managing, coordinating and facilitating relationships, with multiple International Representatives / offices for FIT and group bookings. This includes but is not limited to Promotional, Incentive, Student, Affinity, Quinceaneras, Interpreting and Charters groups.   Understanding all the expectations from the IR¿s / Offices and ensuring its in compliance with company policy and IR agreements. Overseeing and coordinating all booking aspects of International FIT & group business from start to finish. 

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ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Analyzes work related procedures and challenges such as organizational changes, communications, information flow and cost analysis; also gathers information and data related to the problem
• Analyzes data, considers available solutions or alternate methods of proceeding and prepares recommendations for implementation of new systems, policies, procedures, or processes
• Conducts operational effectiveness reviews and confers with personnel to ensure that newly implemented processes and systems are functioning as designed.
• Analyzes interdepartmental issues with the goal of improving operational efficiencies and optimizing processes.
• Communicates emerging business developments to the department.
• Periodically evaluates and enhances the department's operational tools for maximum benefit.
• Defines guidelines and parameters for evaluating the appropriateness of policy flexibility and problem resolution.
• Owns and oversees the overall organization & execution for assigned group accounts booking process, ensuring that all aspects are processed in an accurate manner.
• Addresses problems and complaints providing resolution by phone or through email correspondence.
• Responds to all emails within 24 hours and ensure that 90% of all telephone calls are answered within 40 seconds.
• Reviews all booking aspects of group files pre and post sailing. Including verification of cabin inventory, air requirements, hotel packages, accounting invoices, payments, manifests and documentation.
• Responsible for creating groups, APD’s & working with Revenue management.
• Ensure clear expectations communicated between Royal Caribbean and International Representatives / Offices.
• Conducts outbound contacts according to scheduled reviews and as necessary. 
• Finalizes and processes amenities in both the AS400 and Lounge Utilization systems. Researches the logistics and costs of amenity requests, processes all pertinent materials to be sent on board the ships and is responsible for communicating verbally and in writing to all supporting departments in relation to amenity/function requests.
• Processes and enters all dining requests for each group and submits dining requests to Special Services Coordinator in accordance with timelines. 
• Duties are performed in accordance with all established Quality Assurance standards, policies and procedures.
• Establishes an excellent business relationship between assigned accounts and Royal Caribbean Cruises Ltd.
• Anticipates needs of assigned accounts and advises them of opportunities to sell additional business.
• Communicates terms and conditions of all new groups booked to assigned accounts.
• Makes decisions regarding exceptions to policy that make good sense and are within established guidelines.
• Ensures all reports are done in a timely fashion and in compliance. 
• Responsible to verify and follow up on all group financial and accounting procedures being adhered from start to finish.  
• Responsible for creating groups, APD’s & working with Revenue management. 
• Resolve problems, enter and update manifests, process amenities & dining assignments. 
• Handles all non-routine and out of the ordinary requests / situations for all assigned groups. 
• Proactively manages relationships with hotel shipboard / shore side functional teams. 
• Ensures all reports are done in a timely fashion and in compliance. 
• Responsible to verify and follow up on all group financial and accounting procedures being adhered from start to finish.  
• 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.

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QUALIFICATIONS:

• Bachelor’s degree (B.A.) in an analytical or business discipline from a four-year college or university.
• 2 - 4 years related experience and/or training required; or equivalent combination of education and experience.  
• MBA preferred.  
• Previous cruise line or travel industry experience preferred.

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KNOWLEDGE AND SKILLS:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. 
• Ability to write reports, business correspondence, and procedure manuals. 
• Ability to effectively present information and respond to questions from senior management, groups of managers, employees, clients, customers, and the general public. 
• Ability to respond to common inquiries or complaints from customers or members of the business community.
• Ability to work, interact, and communicate with external / internal customers at all levels. 
• Ability to build and maintain successful business relationships throughout the department and the company as a whole.
• Ability to work with mathematical concepts such as probability and statistical inference. 
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 
• Strong ability to conduct quantitative analysis.
• Ability to solve complex problems and deal with a large number of variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, mathematical, diagram, or schedule form.
• Superior decision-making skills required, including the ability to think critically and use independent judgment.
• Microsoft Word, Excel, Access, PowerPoint, Project, BRIO, and Lotus Notes required. 
• Familiarity with AS400 or equivalent reservations system preferred.
• Ability to write reports, memos and business correspondence.
• Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals. 
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Bilingual preferable. 
• Ability to work, interacts, and communicates with external/internal customers at all levels.
• Ability to build and maintain successful business relationships with the most valued external customers as well as co-workers in order to successfully close business and service customers’ needs.
• Ability to add, subtracts, multiply and divides in all units of measure, using whole numbers, common fractions, and decimals. 
• Ability to calculate figures and amounts such as discounts, commissions, and percentages. 
• Ability to understand and explain a complex group accounting.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. 
• Ability to deal with problems involving several concrete variables in standardized situations. 
• Ability to understand and communication government regulations.
• Ability to make decisions in situations where multiple variables and tight deadlines exist, assess complex situations and make mutually beneficial decisions where limited standardization exists, and assess the most complex and non-routine situations.

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PHYSICAL DEMANDS: 

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. 
• The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc.
• The employee communicates, listens, compares variables, and assesses information.
• The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds. 

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WORK ENVIRONMENT: 

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations.
• The environment includes office location, and /or moving inside/outside the office.
• A high noise level is possible if visiting shipboard or offsite locations.

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.