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Manager, Guest Experience Operations

3 months ago

Miami Miami, United States Royal Caribbean International Full time
Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Manager, Guest Experience Operations and Guest Information Department processes guest, travel partners, crew and employee forms, surveys and emails. Three different departments report to the Guest Information Manager. Voyage Reconciliation group balances guest counts at the end of each sailing. Administrative Team books and redeems requests from guests and travel partners supporting Trade Support & Services. Manager also directs production of data entry department processing guest and crew surveys and forms. Manager performs the following duties personally or through subordinate supervisors and staff. Manager establishes departmental work standards and goals, consults with other departments to define projects and reporting needs. Manager analyzes software and hardware requirements to perform established roles.

Essential Duties and Responsibilities:

  • Consults with management to determine information requirements to determine boundaries and priorities of new projects, and to discuss system capacity and equipment acquisitions.
  • Prepares progress reports to inform management of project status and deviation from goals.
  • Supervises Analysts and Supervisors.
  • Assists staff as needed to ensure proper workflow and database integrity.
  • Oversees ship APIS (Advanced Passenger Information Systems) transmissions to governmental agencies for clearing of guests and crew.
  • Provides 24-hour coverage to ensure compliance.
  • Keeps ships updated with any APIS changes in regulations.
  • Reports to management, governments and ships whenever there are any technical issues.
  • Acts as intermediary between Ships and Information Technology when problems arise or between Ships and Governments when transmissions are not sent when due.
  • Works with Information Technology department in testing any programming software or hardware changes for department.
  • Writes testing specifications for application programming changes.
  • Reviews reports produced from departmental processing.
  • Analyzes department workflow and workers¿ job duties to recommend reorganization or departmental realignment within company.
  • Coordinating needs of various departments and adjust workflow of staff when required.
  • Performs other duties as required.

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

Qualifications, Knowledge & Skills:

  • Bachelor's degree (BA) in related field required
  • 1 or 2 years related experience in the role.
  • Ability to effectively present information to executive management and public groups.
  • Ability to work, interact, and communicate with external / internal customers at all levels.
  • Ability to build and maintain successful business relationships throughout the department and the company.
  • Ability to work with mathematical concepts.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Must be able to manage time and projects efficiently and make important decisions autonomously.
  • Ability to communicate clearly and effectively to business and technical audiences in both spoken and written formats is necessary.
  • Technical knowledge of Reservation System, numerous System databases, flow of information.
  • Excellent knowledge of Microsoft Word, Excel, and PowerPoint required.


Financial Responsibilities:

  • Prepares and adheres to annual budget for department.
  • Approves any departmental expenditures by management group.


Physical Requirements:

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 communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Working Conditions:

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. Responsibilities include traveling between numerous offices. A high noise level is possible if visiting shipboard or offsite locations.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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