Role Objective:

This role reports to the General Manager and is responsible for managing cruise accounts, throughout all the ports of Australia and PNG ensuring meticulous pre-season planning and smooth delivery of the operation.

Main Responsibilities

· Provide high quality ground services for cruise ships visiting Australia & PNG working with the set processes and procedures.

· Manage Cruise Ship port visits, as the face of BWCG, handle all operational queries related to shore excursions.

· Liaise with the on-board Shore Excursion teams to ensure ground service quality in all ports.

· Resolve problems on the ground ensuring reporting protocols are followed.

· Develop and maintain strong relations with all suppliers and clients.

· Accurately book and manage all services required for the successful operation of shore excursions and tours.

· Provide accurate confirmations, reconfirmation, and tour documentation for all suppliers for ship calls including guides.

· Provide updates to suppliers in a timely manner and manage booking process as per guidelines.

· Finalise file details in reservations system and record revenue, costs, and margin accurately and within 24 hours of operating a port call.

· Ensure all reporting and documentation is correct for invoicing of files.

· Travel to cruise ports around Australia to operate ship calls as required to ensure seamless delivery of the Cruise operational process

Other Responsibilities

· Assist in producing shore excursion proposals for cruise lines as requested by the CEO and General Manager

· Ensure that all itineraries are unique, creative, and complete with all relevant requirements

· Proof tour descriptions and brochure copies as required

· Complete client tour allocations and maximise potential sales requirements

· Assist the Accounts Department with invoice queries as they arise

· Enter financial data into reservations system in a timely and accurate manner

· Attend functions outside of work hours when required

· Assist in other areas of the business as and when required

· Commitment to uphold all the BWCG all Policy & Procedures

· Ad-hoc tasks as required by management

Other Information

· Must be prepared to travel for extended periods throughout Australia

· Due to the nature of the cruise industry the role will include working extra hours when operationally required which will include weekends and public holidays.

· Must have full working rights for Australia.

Knowledge & Experience

Knowledge and understanding of the cruise industry is preferred

Prior experience in the travel / cruise industry would be advantageous

Excellent product knowledge of Australia and Cruise ports would be an advantage.

Previous account management experience would be an advantage

Good level of understanding of logistics and movement of large groups of people

Skills & Aptitude

High attention to detail

· The ability to face challenges head on and a ‘can do’ and ‘hands on’ attitude

Commitment to the highest level of customer service

Team player with an enthusiastic approach to the job

Excellent time management skills and flexible working attitude

Ability to work alone and unsupervised when travelling

Mature outlook and ability to stay calm under pressure.

Excellent communication skills

Good initiative and ability to handle challenging situations quickly and effectively

Computer Skills Required

Proficient in Microsoft Office (Word, Excel, Power Point & Outlook)

· Experience using an in-house Reservations System would be considered an advantage