Spec, SHRS&S Travel

POSITION SUMMARY:

Royal Caribbean Group is a leader in providing unforgettable guest experiences. To do this, CAM Air Operations Workforce Strategy & Movement (WSM) is tasked with moving over 80,000 crewmembers to and from their shipboard assignments multiple times per year to provide those experiences. Our goal is to continually reinvent how we approach crew movement, to seek out opportunities to reduce costs and improve efficiency while elevating the crewmember experience along the way.

The Specialist, WSM Air Ticketing & Quality will work under the direction of the Lead, WSM Air Planning & Services to secure crewmember air transportation in line with RCG’s Travel Policy with a focus on cost savings and crew movement strategies.

Position will work closely with the Miami CAM Air Team and as such will be required to work Eastern Standard Time (EST) day shifts (09:00-17:00) and may be required to work local weekends based on schedule provided.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

•  Process each Passenger Name Record (PNR) within the guidelines provided in SQM for ticketing and quality, balancing cost-effective travel itinerary and satisfactory routing
• Responsible for fulfilling all crewmember travel requests using the Global Distribution System (GDS) in place (i.e., Sabre) arising from the JD Edwards (E1) system
• Attends to all customers’ needs received via written request or Salesforce ticketing system with the highest level of customer service while staying within SQM policy and procedure
• Maintain pre-determined SLA’s & KPI’s for queue counts, email response time and CAM financial targets
• Process flight changes for re-shopped records identified by robotics to have a cost savings for either fare bucket or change in airline/itinerary
• Adjust flight dates/itineraries as identified via dynamic scheduling methods and direct to ship opportunities
• Work in Sabre ticketing queues on records with schedule changes, failed quality control, or require manual refunding 
• Responsible for ensuring best booking practices to stay in line with departmental budgets and meet cost savings goals  
• Stay current with all policies and procedures noted in Safety & Quality Management (SQM), Collective Bargaining Agreement (CBA) and/or any other material which pertains to shipboard personnel

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 other job-related duties assigned by their supervisor or management.

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SKILLS & QUALIFICATIONS:

• 4-year degree from an accredited college/university in a related field and/or previous related professional level experience in one or more of the following functions: Workforce Scheduling, Logistics, Airline, Cruise line or Travel Agency Services
• Exceptional written and verbal communication skills
• Fluency in English required
• Highly organized with acute attention to detail
• Comfortable using computers and related software including Excel, Word, Outlook
• Ability to think outside of the box and use good judgment to solve problems
• Comfortable communicating with crewmembers to answer travel related questions
• Knowledge of world geography and time differences
• Understanding of applicable immigration and visa requirements related to seafarers in various geographical areas
• Website navigation skills to review local and government travel restrictions airline websites and research possible alternate routings
• Ability to analyze cost impact for travel needs associated with the movement of personnel within the fleet
• Ability to work in a fast-paced environment with little supervision
• Willing to take direction and work autonomously to meet deadlines 
• Working knowledge of general/organizational shipboard functions and concepts a plus
• Experience with Sabre GDS and/or Salesforce a plus
• Knowledge and understanding of airline contracts & fares is a plus

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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 regularly moves about the office complex, and may climb, descend, lift, or move up to 10 pounds. Some travel may be required to visit Miami office location for training and/or other special initiatives.

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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.

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