Carnival UK Job Description Customer Services Manager

Transcription

1 Carnival UK Job Description Customer Services Manager The contents of this job description must be used in association with the KSB for this role. The job description summarises the key responsibilities for the role (Technical, Business and People) and the KSB provides the detail for the Knowledge, Skills and Behaviours required to carry out the role competently. This job description gives an overview of the role and as such you will be required to undertake any other duties as requested. You may also need to refer to company regulations which will also form an additional part of your job description. Reporting to: Hotel Operations and Retail Manager Leadership Responsibility: Reception and Passenger services Titles of Direct Reports: - Administration Manager - Night Duty Manager - Reception Manager - Events Manager - Flights Manager (where applicable) - Librarian Size of Department: up to 30 Department: Hotel Operations and Retail Location: Fleet based across CUK vessels Budget Responsibility: Manage department costs within Company guidelines Revenue Responsibility: Ensure a cost effective and efficient Front of House operation Standard Role Summary: Organise and oversee the effective delivery of customer service through the front of house reception ensuring the highest level of customer service is provided, striving to meet and exceed expectations. Appropriately handle any passenger issues ensuring an effective and positive resolution is achieved and ensure the efficient and effective delivery of passenger administration relating to immigration and port procedures. Primary Responsibility of the Role: Provide a visible presence to passengers and effectively resolve issues and complaints, ensuring all passenger concerns are dealt with in a professional and customer focused manner. Ensure passenger feedback is followed up and documented, and a satisfactory resolution is achieved, involving the relevant department where needed and implementing any corrective action required. Act as point of contact for passengers experiencing unexpected situations such as health issues or bereavements and provide a high level of care and understanding. Oversee and support the delivery of Weddings@Sea, renewal of wedding vows programme and onboard activities such as group functions, the scattering of ashes and private parties, ensuring the functions are organised and delivered in an efficient and effective manner. Oversee and control passenger and crew cabin inventory, processing cabin changes in line with passenger requests and act as the primary contact for passengers with regards to resolving cabin service issues. Coordinate cabin repairs with the onboard technical department and housekeeping and update passengers accordingly. Ensure all administration matters relating to the passengers and ship s clearance in and out of port are completed accurately and in a timely fashion by the Administration Manager and that relevant information is shared with the onboard teams for planning purposes. Arrange the effective organisation and movement of passengers and baggage during embarkation and disembarkation, coordinating support from other departments as required. Page 1

2 Effectively manage area of responsibility, complete appraisals identifying development opportunities and provide support to supervisors to guide, motivate and direct their respective team members. Attend corporate sponsored social events as required. Key Responsibilities & Duties: Core Knowledge & Skills Experience / Qualifications Certificates Summary of Requirements Recognised hotel qualification i.e. HND in Hotel or Hospitality Management is desirable Previous experience of managing a team in a customer facing role preferably within a hotel, hospitality or cruise ship environment Experience of working in a busy 4 / 5 star hotel or resort complex Excellent computer skills, proficient in the use of MS office software and a PMS Good command of written and spoken English Valid ENG1 medical certificate or equivalent for the duration of each voyage HESS (Health, Environment, Safety & Security) Health and Safety Public Health Environment Emergency Duties Lead by example by taking care of the health and safety of self and others Report all accidents, near miss incidents and work related ill health conditions to Senior Officer and Safety department Follow safety rules and procedures Ensure all work equipment, personal protective equipment, substances, and safety devices are used correctly Take part in safety training & risk assessments and suggest ways of reducing risks. Carry out risk assessments within designated area of responsibility Actively promote safe working within teams and encourage safe behaviours Undertake safety 'walk rounds' within own area identifying areas of improvement Demonstrate at all times excellent hand washing techniques and coughs and sneezes etiquette Follow the company instructions regarding immediate reporting of ill health symptoms (i.e.) diarrhoea, vomiting, fever, and any other symptoms as appropriate Ensure the team are aware of their Environmental Responsibilities Implement the principles of the onboard Garbage Management Plan and Ship Energy Efficiency Management Plan for area Complete all environmental records accurately Understand the emergency duties and routines onboard ship Take an active part in the ship s team response to an incident Ensure familiar with ship s emergency alarms and routines Ensure familiar in the use of all fire fighting appliances located within area of responsibility Ensure familiar in the use of the ship s life saving appliances and equipment including lifeboats and liferafts Participate fully in all relevant drills and training Know how to raise the alarm when necessary Able to identify escape routes and emergency exits Understand the function and operation of fire screen / splash tight and watertight doors Undertake mustering of own department and ensure all personnel are accounted for Ensure supervisors receive adequate training to undertake their duties and make sound decisions During an incident work within the passenger mustering organisation or as a member of the command party with administration duties as directed Carry out passenger clearance from public areas ensuring all passengers have responded correctly and the area is clear Undertake other emergency duties / routines within the ERP as directed Page 2

3 Safeguarding Security Technical Customer Service Immigration and Port Procedures Advising & Influencing Dealing with Challenging People Cash Handling & Accounting Business Audit & Compliance IT Systems Undertake any other emergency duties required that are specific to vessel Follow all emergency procedures as directed Aware of CUK safeguarding children policies and procedures Report any concerns of a safeguarding nature to the Designated Safeguarding Person (DSP) Apply the correct security measures for own department / area Lead and direct the team in applying security measures and actively promote understanding of security issues Encourage security awareness within the team Respond immediately, positively and calmly to changing customer requirements and needs, and ensure that team members also respond appropriately Ensure all passenger concerns are dealt with in a professional and customer focused manner Regularly find and exploit opportunities to enhance the customer experience and increase satisfaction Engage customers in appropriate conversation to understand customer needs in depth, show high levels of respect for their individual needs and ensure their interests are catered for Plan the activities and services the team provides in response to an in-depth analysis of the passenger profile for each cruise Oversee the administration of manifest paperwork and ensure strict deadlines are adhered to Ensure the efficient and effective operation of the passenger administration function, including providing ship manifests and complying with immigration and customs requirements for clearance at all ports Confidently and professionally deal with any passenger and crew incidents and formal audits and inspections relating to immigration and port procedures Effectively manage passenger issues to a positive conclusion Establish and develop strong relationships across departments Provide advice to support relevant situations and decisions Present information in the most appropriate format to enable decisions to be made Deal with challenging situations in a confident and professional manner Lead, coach and support others in dealing with challenging situations Effectively manage passenger berthing complaints ensuring an effective resolution is achieved Effectively resolve passenger complaints before disembarkation Promote the goal of resolving passenger problems or concerns immediately or before cruise end as a minimum Oversee cash and foreign exchange transactions for passengers Ensure the efficient management of passenger folios Ensure the Front of House team maintain and manage all passenger accounts for cash and currency exchange Monitor and investigate any discrepancies Ensure the department s compliance with relevant statutory, legal and policy requirements Complete financial checks on a regular basis to ensure continued integrity and audit compliance Ensure structured monitoring and reviewing of relevant policies is undertaken Use recorded data to respond to requests from shore-side and on-board auditors providing evidence of compliance Act on any audit findings, implementing agreed action plans Use the onboard system to control cabin inventory Proficient in the use of most MS Office Software Page 3

4 Quality Standards Revenue Generation People / Management Train the team in the quality standards agreed for own area and monitor their performance in achieving those standards In conjunction with the Hotel Operations and Retail Manager, agree and implement short term tactical changes to the quality standards ensuring that company standards are met Understand how to increase revenue generation within own area and actively promote the services and promotions Provide advice and support to others to achieve successful sales Undertake analysis of revenue campaigns to understand what works well, adjusting strategy for future campaigns Identify sales opportunities, working to achieve and exceed set targets Planning & Prioritisation Providing Performance Feedback Quality Assurance Resource Management & Delegation Coaching & Mentoring Support Managers to plan work schedules for their teams, conducting meetings with managers to discuss the days priorities and requirements Prioritise tasks and projects for own area, ensuring efficient delivery and in line with the ship's priorities and itinerary Oversee and control passenger cabin inventory creating maximum revenue and passenger satisfaction Coordinate cabin repair work with the Technical department, Housekeeping and shoreside Arrange the effective organisation and execution of passenger embarkation / disembarkation routines, coordinating resources across departments Provide prompt feedback in the most effective manner to ensure that the advice is accepted and understood Support managers to provide effective feedback ensuring it is both positive and constructive Observe, review and assess all aspects of the quality of service being provided within the team against the agreed quality standards Take action when any element of the service or work being carried out is not up to standard Ensure the team adhere to all company policies and procedures Action passenger cabin change requests as required, ensuring the most effective use of cabins Understand the skills and competencies of the staff and deploy them effectively Plan for absences Delegate tasks with clear instructions, expectations and necessary responsibility Hold effective developmental discussions with team members in order to improve delivery of service Act as a coach or mentor for team members and subject specialist situations Identify team training and development needs and support delivery of the training CUK Behaviours (Refer to the skills profile for detailed CUK Behaviours) Officer / Supervisor Style Thinking Ahead / Making Change Happen Working with Others Communicating Effectively Customer Centred Thinks about their style and approach and how this impacts the team Works as part of the team to achieve agreed goals Supports and encourages others, helping to build a positive and open culture Thinks ahead when working with a team and helps others to change Identifies problems and actively works to generate solutions Works collaboratively, supporting and encouraging others to achieve objectives Actively works to improve own knowledge and experience and is approachable to others Respects colleagues and passengers and gives constructive and helpful feedback Proactive and positive in their communications with Officers, crew and passengers Understands how their role can impact the passenger experience and works with the wider Purser team to provide a customer focused service Deals with feedback positively and strives to deliver a consistently high service Page 4

5 Acting Safely Takes responsibility for health and safety of self and others and always considers safety in their everyday tasks and activities Person Specification Strives to deliver an excellent service to customers and continually looks to improve Ability to manage a team in an effective manner Strong administration skills High attention to detail, ensures all tasks are completed to the highest standard Ability to work under pressure and to deadlines Calm under pressure, taking a logical approach to problem solving and involving and communicating to relevant stakeholders throughout Strong computer skills Ability to build strong relationships with passengers and the wider team Works well with a wide variety of people, regardless of status, background or gender Organised, structured and focused in their approach to work Adaptable and flexible in the face of change or unanticipated events Communicates assertively and honestly at all times Confident in social situations and comfortable making conversation with passengers and crew Loyal to the Carnival UK brand and compliant with company policies and procedures Version no for Job Description Issued By Date of Issue 1.1 Morgan Edwards 01 September 2014 Page 5