Assistant Manager, Charter Operations

Position Summary:

Reporting to TSS Manger, you’ll be responsible for all the operation of charter and MICE groups. Maintaining groups under reservation system and coordinate with staff onboard included, with capability on event concept development and management. Be responsible for overseeing amenity reviews and lounge application for all type of groups. Be responsible for problem resolution and support. Specialist ensures all onboard programs are requests, confirmed prior and supports clients、shipboard team with amendments and revisions of existing onboard arrangements. You’re also required to escort the group to make sure smooth and excellent communication between clients and shipboard team.

Essential Duties and Responsibilities:

1、Be familiar with company products and basic process of event arrangements.

2、Ability to understand the client’s needs appropriately, also have the ability to negotiate with clients and shipboard team.

3、Be familiar with charter contract and understand each items in details, follow up properly.

4、Acts as main point of contact for clints requesting information on ship specific、capacities and measurements、appropriate venues、alternate functions、time or venues and advises clients in need of support in the event planning aspects of their programs.

5、Attending related meetings, team activities, recognition delivery and development, facilities concerns discussions to secure needed services, exceptions or arrangements.

6、Liaison with other departments: Hotel Operation、Entertainments、Food & Beverages、Onboard Revenue、Marine Operations, etc. to provide best possible customized onboard experience for event business.

7、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.

8、Addresses problems、complaints、requests and solutions by phone or through written

correspondence according to response guidelines and Quality Assurance metrics.

9、Be able to troubleshoot、multitask and have an ability to work on several projects at same time.

10、Duly arrange operation training with clients to make them be clear of all the process、ship facilities and all related charter events.

11、Schedules and completes regular conferences calls with the assigned onboard team to review upcoming groups, and ensure seamless deliver of promised group programs, and well prepared and finalize all the items mentioned, including all activities onboard and special requests from clients.

12、Sailing with the clients if required, working with onboard team to make sure Operational Plan carried out smoothly and deal with any accident during the sailing.

13、Keep timely communication with clients to prevent any missing or delay.

14、Have ability to work independently also as a team, work flexibly and under heavy pressure, always perform well with little supervision.

15、Deliver a consistent and high level of customer service to build an excellent company image，working in a self-motivated and professional manner at all times.

16、Have good communication skills, including good rapport-building capabilities, with all related.

17、To plan and foreseen any potential business and operation ricks, initiate forward action to protect company interest.

18、Have financial knowledge, to allocate the charter payment under system accurately meanwhile providing the amount breakdown.

19、Perform other duties as required, this job description in no way states or implies that there are the only duties to be performed by the employee occupying this position. Employee will be required to perform any other job-related duties assigned by management.

Qualifications:

1、Bachelor above required.

2、Excellent oral and written English.

3、Leadership experience also required for this role.

4、Above 6-8 years related working experience.

5、Cruise industry working experience preferable.

Knowledge and Skills:

1、Be patient and careful to guests and keep the communication line with clients open.

2、Great team player drives to achieve team goal.

3、Have pr-active working attitude, pay attention to details.

4、High sense of responsibility, fast learner required.

5、Strong sense of responsibility, with a positive attitude.

6、Ability to co-ordinate with different cultures and department.

7、Be flexible and have a “can do” attitude.

8、Demonstrate good personality and passion towards job.

9、Having good communication, coordination, and problem-solving skills, able to collaborate with colleagues from different departments and handle challenging issues.

10、Having excellent organizational and time management skills, able to handle multiple tasks and complete them on time. Possessing a strong sense of teamwork.

11、Excellent operative skills and ability to use all tools such as document system, reservation system, all operation related company system.

12、Be flexible and have a ‘can do’ attitude.

13、Proficient in computer system operations, including but not limited to the application skills of Word/Excel/Office software.