Supervisor, Crew Travel Ops (CASI) at CARNIVAL CRUISE LINE

Job Description

Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity within the Philippines, is at the moment in search of a Supervisor, Crew Travel Operations. Only candidates positioned within the Philippines to use.   

Job Summary:

This place is answerable for supervising every day crew operations capabilities, akin to making certain that calls, emails, and chats are documented in accordance with the degrees of service required. Responsible in ensuring that SLAs are being met, measure efficiency with key metrics akin to name abandonment, calls ready, and so on, anticipate escalations and take over calls when wanted, guarantee all Specialists’ adherence to insurance policies for attendance and established procedures.

This position also needs to hold the administration knowledgeable of any points and issues being encountered on every shift.

Essential capabilities:

• Ensure the every day crew journey operations meet the necessities, such because the required service stage for calls, emails, and chats
• Proficient administration of staff and crew efficiency; coach, counsel and inspire staff; consider staff; examine complaints or efficiency considerations; implement disciplinary motion as wanted and in session with the Team Lead or Manager appointment authority and Human Resources
• Maintain shut working relationship with Team Leads and co-Supervisors by speaking crew’s expectations; planning, monitoring, and appraising crew outcomes; teaching, counselling, and disciplining staff, initiating, coordinating, and imposing techniques, insurance policies, and procedures
• Support within the institution of contingency plan protection for scheduled downtimes, connection points, climate interruptions in reaching the required staffing
• Maintain budgetary management over all bookings made by crew journey specialists related to the motion of personnel throughout the fleet, in addition to any monetary choices to resolve emergency journey conditions
• Ensure useful resource effectivity by periodically reviewing inner utility techniques, procedures, and processes for crew operations and concierge capabilities
• Proficient administration of statutory coaching necessities of all new rent specialists and present staff for any course of enchancment and/or new course of implementation
• Expertise in creating particular person studying plans by means of presenting info utilizing visible supplies, crew workouts, position performs, and choices
• Implementing coaching and improvement applications based mostly on the group’s wants and the wants of the person, akin to holding refresher programs for brokers who aren’t assembly their KPIs
• Support in producing coaching manuals as customary working process of the division

Qualifications:

• With Bachelor’s diploma in Tourism or Travel Management
• 3 years of associated expertise ideally in journey or cruise line trade/ journey trade

• Requires experience in a GDS system, ideally Sabre

• Must be amenable to work in shifting schedule

   and hybrid setup in Pasay City, Manila

#LI-PV1

#LI-Hybrid