Shoreside Operations Manager

Ref: RSS = SL46
Main Job Details:
Job Title:
Shoreside Operations Manager
Reference:
RSS = SL46
Sector:
Customer Service
Job Type:
Customer Service Specialist
Location:
Purfleet
Contract Type:
Permanent
Weekly Hours:
Full Time
Salary:
Salary is commensurate with experience and ability.
Full Job Description:

As a Shoreside Operations Manager your will take full responsibility of ensuring all resources are in place for the smooth operation of all turnarounds in the UK. This will include ensuring our passengers have a seamless journey from entering the port to embarking and disembarking our vessels. You 'people skills' will be very important as well as your formal qualifications. 

Effective communication either in person, over the telephone or by email is also essential along with a knowledge of the cruise / travel industry. The ability to work to chronological deadlines and the ability to travel to various port locations is essential. This will also include travelling at very short notice when a situation occurs. 

Previous experience of working in a customer focused 24/7 operations environment or onboard a cruise ship in a face to face guest services role is desirable. 

A clean driving license is essential for this role.

 Duties & Responsibilities

 ·         To take full responsibility and liaise with all Port Agents and Cruise Terminal Managers to ensure all requirements are in place for an efficient turnaround.

·         Ensure all terminals are laid out to a specific plan ensuring the passenger experience is seamless.

·         Attend each vessels’ start of the season call ensuring they have all the necessary equipment for check in and the season, including banners, carpets, teardrop flags, and any other signage.

·         To proactively think of ways to enhance the customer experience through all areas of the customer journey as well as all touch points from paperwork to appearance.

·         To look at and in conjunction with Marketing to design a TV Screen image for embarkation and also a video for waiting passengers.

·         Ensure all information regarding UK ports is correct and updated regularly for the Sales Team and Customer Services. Also, ensuring the CMV website is up to date at all times.

·         To ensure all coach transfers are booked in a timely manner and all the information is correct including pricing. Liaising with the SOA (Transport) to ensure coach manifests are administered correctly and information passed to the correct department for each turnaround.

·         To liaise with suppliers regarding new ideas i.e. Thames Clipper and produce a feasibility study.

·         To take full responsibility of sending final manifests and all relevant information to the vessels, ensuring that the ships are provided with the necessary information ahead of sailing.

·         To ensure the production of all turnaround manifests and reports for the appropriate departments on board and shore side agents are administered in the correct timeframe.

·         To assist the Groups Department with allocating embark & debark timings.

 ·         To oversee all information for trips and Student ship visits are sent.

·         To oversee information sent to Guest Acts, Lecturers, Craft Instructors and Staff travelling on board each vessel.

·         To provide both the port and the ship’s Shore Excursions department with all necessary information required for an efficient disembarkation for each arrival.

·         Assisting with delivery of items to vessels which may include some heavy lifting at times.

·         To communicate and liaise with all heads of departments, ship and land based, to ensure all changes, amendments and necessary information is advised and actioned.

·         Collate all CSQ information and analyse passing to ports for their information.

·         To attend various meetings around the UK to promote and build relationships will all port staff.

·         Liaise with Car Park providers ensuring costs are in line with all ports in the UK.

·         Ensure all information regarding car parks is correct on the company Website and the administration teams are aware of procedures.

·         To develop and maintain relationships with USA, Australia and Transocean suppliers.

·         To hold annual appraisals with each member of staff, reviewing their progress and encouraging personal development by setting targets. To discuss and resolve any issues.

·         To develop a procedures manual is in place along with an ‘action plan’ for any ship delays.

·         To liaise with Luggage Companies for our passenger’s seamless journey experience.

·         Liaise with specialised companies i.e. Mobility at Sea, Omega Aeromedical for passengers with specific medical requirements.

·         To manage all overnight events in conjunction with the Customer Services Manager ensuring embarkation is staffed correctly.

 

Remuneration

 

·         Following a probationary period, a competitive salary based on experience will be offered and reviewed annually in December.

 

Working Hours

 

·         Flexi Contract of 42.5 per week.

 

Holiday Entitlement

 

·         A minimum of 22 days per annum, increasing to 28 days according to length of service, pro-rated accordingly plus bank holidays will apply.

 

 

 

 

Other Benefits

 

      A workplace pension scheme - following three months of continuous service

      Free on-Site Parking

      State of the art offices

      Travel discounts on selected products and services

      Amazing training opportunity’s, including the chance to cruise

 

RENATO RECRUITMENT ARE ACTING AS AN EMPLOYMENT AGENCY FOR THIS FULL TIME, PERMANENT ROLE.

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Shoreside Operations Manager

Ref: RSS = SL46
Main Job Details:
Job Title:
Shoreside Operations Manager
Reference:
RSS = SL46
Sector:
Customer Service
Job Type:
Customer Service Specialist
Location:
Purfleet
Contract Type:
Permanent
Weekly Hours:
Full Time
Salary:
Salary is commensurate with experience and ability.
Full Job Description:

As a Shoreside Operations Manager your will take full responsibility of ensuring all resources are in place for the smooth operation of all turnarounds in the UK. This will include ensuring our passengers have a seamless journey from entering the port to embarking and disembarking our vessels. You 'people skills' will be very important as well as your formal qualifications. 

Effective communication either in person, over the telephone or by email is also essential along with a knowledge of the cruise / travel industry. The ability to work to chronological deadlines and the ability to travel to various port locations is essential. This will also include travelling at very short notice when a situation occurs. 

Previous experience of working in a customer focused 24/7 operations environment or onboard a cruise ship in a face to face guest services role is desirable. 

A clean driving license is essential for this role.

 Duties & Responsibilities

 ·         To take full responsibility and liaise with all Port Agents and Cruise Terminal Managers to ensure all requirements are in place for an efficient turnaround.

·         Ensure all terminals are laid out to a specific plan ensuring the passenger experience is seamless.

·         Attend each vessels’ start of the season call ensuring they have all the necessary equipment for check in and the season, including banners, carpets, teardrop flags, and any other signage.

·         To proactively think of ways to enhance the customer experience through all areas of the customer journey as well as all touch points from paperwork to appearance.

·         To look at and in conjunction with Marketing to design a TV Screen image for embarkation and also a video for waiting passengers.

·         Ensure all information regarding UK ports is correct and updated regularly for the Sales Team and Customer Services. Also, ensuring the CMV website is up to date at all times.

·         To ensure all coach transfers are booked in a timely manner and all the information is correct including pricing. Liaising with the SOA (Transport) to ensure coach manifests are administered correctly and information passed to the correct department for each turnaround.

·         To liaise with suppliers regarding new ideas i.e. Thames Clipper and produce a feasibility study.

·         To take full responsibility of sending final manifests and all relevant information to the vessels, ensuring that the ships are provided with the necessary information ahead of sailing.

·         To ensure the production of all turnaround manifests and reports for the appropriate departments on board and shore side agents are administered in the correct timeframe.

·         To assist the Groups Department with allocating embark & debark timings.

 ·         To oversee all information for trips and Student ship visits are sent.

·         To oversee information sent to Guest Acts, Lecturers, Craft Instructors and Staff travelling on board each vessel.

·         To provide both the port and the ship’s Shore Excursions department with all necessary information required for an efficient disembarkation for each arrival.

·         Assisting with delivery of items to vessels which may include some heavy lifting at times.

·         To communicate and liaise with all heads of departments, ship and land based, to ensure all changes, amendments and necessary information is advised and actioned.

·         Collate all CSQ information and analyse passing to ports for their information.

·         To attend various meetings around the UK to promote and build relationships will all port staff.

·         Liaise with Car Park providers ensuring costs are in line with all ports in the UK.

·         Ensure all information regarding car parks is correct on the company Website and the administration teams are aware of procedures.

·         To develop and maintain relationships with USA, Australia and Transocean suppliers.

·         To hold annual appraisals with each member of staff, reviewing their progress and encouraging personal development by setting targets. To discuss and resolve any issues.

·         To develop a procedures manual is in place along with an ‘action plan’ for any ship delays.

·         To liaise with Luggage Companies for our passenger’s seamless journey experience.

·         Liaise with specialised companies i.e. Mobility at Sea, Omega Aeromedical for passengers with specific medical requirements.

·         To manage all overnight events in conjunction with the Customer Services Manager ensuring embarkation is staffed correctly.

 

Remuneration

 

·         Following a probationary period, a competitive salary based on experience will be offered and reviewed annually in December.

 

Working Hours

 

·         Flexi Contract of 42.5 per week.

 

Holiday Entitlement

 

·         A minimum of 22 days per annum, increasing to 28 days according to length of service, pro-rated accordingly plus bank holidays will apply.

 

 

 

 

Other Benefits

 

      A workplace pension scheme - following three months of continuous service

      Free on-Site Parking

      State of the art offices

      Travel discounts on selected products and services

      Amazing training opportunity’s, including the chance to cruise

 

RENATO RECRUITMENT ARE ACTING AS AN EMPLOYMENT AGENCY FOR THIS FULL TIME, PERMANENT ROLE.