Lead, Guest Port Services and Visa

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

ABOUT THE COMPANY

Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Whether you want to gaze at icebergs or palm trees, the choice is yours. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.

ABOUT THE ROLE

Support port operation manager with global vessels services in daily operations.

In particular, ensure close communication with vessel’s management in case of adverse weather conditions and coordinate the possible change of itineraries with all the other departments involved Coordinating all port activities (running operations and planning) supporting the ships’ command.

The Guest Port Service role focuses on organizing and managing guest services at ports around the world. This position is key to providing a smooth and pleasant experience for travelers who require various information for their trips. The individual must have strong organizational, communication, and customer service skills. Organizational skills are necessary to handle the diverse tasks involved in coordinating services across different locations and time zones. Good communication skills are also vital, as the job requires regular interaction with sales teams, port agents, and other groups. Clear communication helps keep everyone informed and resolves any issues quickly. Being able to juggle multiple tasks at once is important due to the fast-paced nature of the job and prioritize tasks well, adapt to changes. Additionally, a crucial aspect pertains to visa management. It is essential to maintain close collaboration with the designated supplier to effectively manage all Grand Voyages and world cruises. This coordination is key to ensuring compliance with visa regulations and providing a smooth travel experience for each passenger.

KEY RESPONSIBILITIES

Guest Port Service

Relationship Management

• Establish and Foster Relationships: Develop and sustain strong partnerships with port agents, onboard teams, ground operations, and hotel teams to ensure seamless operational execution.
• Internal Stakeholder Collaboration: Cultivate robust relationships with internal teams, including IT, sales, marketing, and operations, to ensure alignment and support for all aspects of guest port services implementation.

Operations and Data Management

• Data Synchronization: Update embarkation and disembarkation ports on the MXP platform to ensure synchronization with the Itinerary Data Master.
• Daily Operations Management: Oversee daily guest service operations, addressing inquiries, special requests, and emergencies with efficiency and professionalism.
• Foster ongoing communication and offer assistance to multiple teams regarding turnaround operations and associated challenges rapport and provide support to various teams on turnaround operations and challenges
• Guarantee that the port agent delivers the necessary services to meet operational requirements.

Performance and Communication

• Performance Monitoring: Track and analyze key performance indicators (KPIs) such as guest satisfaction scores, guest feedback, and internal team input to ensure continuous improvement.
• Guideline Development: Draft comprehensive content for internal departments to effectively address guest requests.
• Presentation Creation: Develop and design PowerPoint presentations to effectively communicate key information and updates to stakeholders.
• Communication: Liaise with the communication department to develop comprehensive letters for guests, enhancing their experience and providing essential information for their journey. 

Visa

Content and Compliance

• Content Development: Create detailed and informative content for the reservation team regarding visa requirements and processes.
• Regulation Compliance: Stay up to date with international visa regulations, travel advisories, and immigration policies to ensure compliance and provide accurate information.

Financial and Web Management

• Budget Management: Develop and manage the budget for visa packages for world cruises and Grand Voyages, ensuring financial oversight and monitoring.
• Webpage Maintenance: Maintain and update the webpages for visa packages for the World Cruise and Grand Voyage and for visa services offered by provider (analyze itineraries, identify visa needs), ensuring accurate and current information.

Supplier and Project Management

• Supplier Relations: Establish and maintain strong connections with visa service suppliers to ensure reliable and efficient service delivery.
• Project Management: Lead and manage various projects related to visa services, ensuring timely completion and successful implementation.

QUALIFICATIONS 

• Minimum of 5 years of experience in operations, ideally with guest experience to 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, and/or five years related experience in business, cruise industry and/or operations.

KNOWLEDGE AND SKILLS

• Strong relationship management and communication skills.
• Exceptional ability to understand and meet guest needs.
• Ability to effectively present information to top management, directors, managers.
• Strong leadership skills; evidence of engagement, driving progress and change.
• Strong analytical and problem-solving skills.
• Highly reliable, strong organization and project management skills.
• Proficiency in data management and daily operations oversight.
• Experience in performance monitoring and content development.
• Knowledge of international visa regulations and compliance.
• Financial and project management expertise.

WORKING CONDITIONS

• This role may require occasional travel to destination sites for business meetings, industry conferences, or onsite inspections.
• Flexible working hours may be necessary to accommodate global operations and time zone differences.
• Ability to work effectively in a remote or virtual environment, leveraging technology for communication and collaboration.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties and responsibilities may be subject to change based on business needs and organizational priorities.