Job Description

Cruise Administration Services, Inc., a Carnival Cruise Line entity in the Philippines, is currently looking for a Supervisor, Travel Operations - Drydock. This role is open only to candidates based in Metro Manila or nearby provinces who can reliably commute to the office as required.

Job Summary:

This position is responsible for supervising daily crew operations functions for the Drydock team in Manila, such as ensuring that calls, emails, chats, and queues are documented in accordance with the levels of service required. Responsibilities also include making sure that SLAs are being met, measure performance with key metrics such as call abandonment, calls waiting, etc., anticipate escalations and take over calls when needed, ensure all Specialists’ adherence to policies for attendance and established procedures.

This role should also keep the management informed of any issues and problems being encountered on each shift and responsible in collaborating with their Miami counterparts for all dry docks and trainings as required. 

Essential functions:

• Ensure the daily drydock and riding team meet the requirements, such as the required service level for calls, emails, and chats.
• Proficient management of employees and team performance; coach, counsel and motivate employees; evaluate employees; investigate complaints or performance concerns; implement disciplinary action as needed and in consultation with the Team Lead or Manager appointment authority and Human Resources.
• Maintain close working relationship with the leadership team by communicating team’s expectations; planning, monitoring, and appraising team results; coaching, counselling, and disciplining employees, initiating, coordinating, and enforcing systems, policies, and procedures.
• Support in the establishment of contingency plan coverage for scheduled downtimes, connection issues, weather interruptions in achieving the required staffing.
• Maintain budgetary control over all bookings made by crew travel specialists associated with the movement of personnel within the fleet, as well as any financial decisions to resolve emergency travel situations.
• Ensure resource efficiency by periodically reviewing internal application systems, procedures, and processes for crew operations and concierge functions.
• Proficient administration of statutory training requirements of all new hire specialists and existing employees for any process improvement and/or new process implementation.
• Expertise in developing individual learning plans through presenting information using visual materials, team exercises, role plays, and decisions.
• Implementing training and development programs based on the organization's needs and the needs of the individual, such as holding refresher courses for agents who aren't meeting their KPIs.
• Support in producing training manuals as standard operating procedure of the department.

Qualifications:

• Must have Bachelor's degree in Tourism or Travel Management
• With 3 years of related experience preferably in travel or cruise line industry or travel industry

• Requires expertise in a Global Distribution System preferably Sabre

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