Job Description. Shore Excursion Product Manager. Onboard Revenue, Guest Services. Shirley Henderson, Head of Shore Excursions

Transcription

1 Job Description Job Title : Department : Shore Excursion Assistant Product Manager Onboard Revenue, Guest Services Reporting to (Job Title) : Shore Excursion Product Manager No of Direct Reports : n/a Titles of Direct Reports: n/a Size of Department: 15 Budget Responsibility (direct) : N/A Revenue Responsibility (direct) : Circa 52m Date of issue: December 2015 Issued by (name): Shirley Henderson, Head of Shore Excursions Overall Purpose of Role : Supports Shore Excursion Product Manager in the set up and delivery of shore excursion products and programmes across allocated regions. Responsible for administration, and for the maintenance and upload of tour inventory, content and images within internal systems and external websites and content management systems. Collaborates with Shore Excursion providers to agree excursion programmes and timings and ensures that programmes are fully set up to meet agreed sales launch schedules. Responsible for invoice setup, reconciliation and vendor payment across designated regions. Main Activities and Responsibilities (for ports within designated region) Set up and maintenance of data relating to itinerary, sales performance, pricing and checklist required for excursion planning and global sourcing and bidding processes. Maintenance of product masters and inventory in Tour Operator Gateway and Tour Management systems Sources, resizes and catalogues images that are relevant to shore excursion product and upload to relevant sales channels Page 1 of 6

2 Responsible for maintenance and upload of port and excursion content to brand Website, Cruise Personaliser Responsible for upload and proofing of tour descriptions to external printer website Responsible for planning the excursion allocations, timings and agreeing final shore excursion programmes with Shore Excursion Product Managers and Excursion providers across allocated regions with a view to optimising capacity Creation of tour programmes in Tour Management systems and ensures cruise sales launch is in line with on sale schedule Responsible for revision of tour programmes as a result of itinerary changes / optimisations Collation and co-ordination of documentation between shoreside and shipboard teams, including end of cruise documentation, information on internal Database and brochures Responsible for invoice setup, reconciliation and vendor payment across designated regions. Key link with Vendor Maintenance/ Support and Accounts Payable departments. People Management / Coaching / Development / Resourcing Where necessary, briefs and debriefs shipboard Shore Excursion teams at the start and/ or end of a cruise on any operational issues Budget Management / Financial Responsibilities / Revenue / Sales / Cost Management / Cost Control Reviews invoices and highlights anomalies with Shore Excursion Product Manager to ensure that the tour operates at the most efficient cost tier and complies with agreed costing structure Works with Excursion providers and systems to ensure most efficient sales release programme and optimum capacity used e.g. selling one departure at a time, gaining additional capacity Monitors pre-sales bookings, waitlist clearance and obtains additional shore excursion capacity from Shore Excursion providers Customer Responsibilities (Internal & External Customers) Act as link with the Customer Services Department, Contact Centre and Expert Team Provides support and assistance to shipboard team with ad hoc queries Fulfils an active role as a member of the Shore Excursions team, supporting and assisting colleagues where necessary Technical (including systems) and/or Professional Responsibilities Develops in-depth knowledge of shore excursion processes and non standard IT and FTP sites for content upload. Resize images according to the media on which they are to be displayed. Supports itinerary planning process by providing feedback on desirable ship call timings and capacity constraints in ports of call. Page 2 of 6

3 Administration Responsibilities Assists with review of Safety Management documentation Ensures that all documentation, including safety information, has been obtained from Shore Excursion providers and within the required timescales. Follows up on any missing or incorrect documentation. Review and checking of websites on which tours are displayed to ensure accuracy of information and content. Reviews end of cruise tour reports, informs Shore Excursion Product Manager of issues and, where appropriate, provides feedback to Shore Excursion providers and / or shipboard staff General administration including filing, archiving and support to the Shore Excursion department. Other Responsibilities Acts as the designated lead for a specific task or area of responsibility including, but not limited to, administration of 3 rd party supplier invoices: responsibility of compilation of planning and programme launch schedules; key liaison with Sales Support for brochure production / distribution; department travel bookings and On Company Service requests; HESS Responsibilities Lead by example by taking care of the health and safety of yourself and others Report all accidents, near miss incidents and work related ill health conditions to your manager and to the Facilities department. Follow safety rules and procedures Use work equipment, personal protective equipment, substances, and safety devices correctly Take part in safety training & risk assessments and suggest ways of reducing risks. Act safely in accordance with our Elev8 safety behaviours General Responsibilities Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employees control (list not exhaustive). To undertake ad hoc duties as required. Other Features of Job (travel, hours of work, working conditions etc): Occasional need to visit ships when they are in Southampton port. The role may involve travel and ship visits which will fall outside of regular office hours. Page 3 of 6

4 Location: Southampton Offices Page 4 of 6

5 Person Specification Job Title : Shore Excursion Assistant Product Manager Department : Onboard Revenue, Guest Services Education, Qualifications and Training Essential: GCSE Grade C Mathematics and English Language, or equivalent Desirable: NVQ level 3 in Travel & Tourism or Business Management or equivalent Educated to A Level standard (or equivalent) Experience Intermediate level proficiency with MS-Office suite of applications. Strong organization and planning skills Able to manage priorities, timescales and output standards Evidence of experience in the use of a range of non standard IT applications Proven administration experience Desirable: Advance level proficiency with MS-Office Some experience of database management and data handling Work Based Competencies Essential: Strong communication skills, both written and verbal Decision making skills and logical problem solving ability Ability to plan ahead, multi-task and work without close supervision. Able to build strong relationships with internal and external customers. Organised, structured and focused on the detail in their approach to work. Identifies problems and actively works to generate solutions. Meticulous attention to detail Project planning, timescale and priority management and the ability to meet deadlines. Page 5 of 6

6 Behavioural Competencies Essential: Possesses a customer focused approach to work and is prepared to go the extra mile Demonstrates positive language, tone and behaviour with others. Supports and encourages others, helping to build a positive and open culture Respects colleagues and gives constructive, helpful feedback Demonstrates an awareness of others role, responsibilities and requirements Creates a positive working environment building a culture of openness and trust. Communicates assertively and honestly at all times. Page 6 of 6