Account Manager – Rccl Job

Position Summary:

This position is focused to serve the LATAM region and supervise turnarounds out of Galveston. The position oversees approximately $1.5M in turnaround staffing and transportation operating costs plus $15M in Port Taxes and fees for the region.

The Account Manager leads the management of port agency contracts and represents Port Operations in the ground for our brands. This position supports the administration of turnaround operations including development of operations at each port and airport facility, analyzing G & A and ground handler bids, communication of programs to shipboard and shore side personnel and production of applicable collateral. Participates in turnarounds operation from planning stage to implementation.

Key Responsibilities:

• Develop and administer turnaround programs and contingency planning in relevant ports for Royal Caribbean and Celebrity brands. Produce detailed operational plans for turnaround ports, including departure procedures, boarding procedures, general information on the port, immigration/customs clearance, key contacts and planned staffing levels for shoreside, onboard and senior management.
• Works with Port Operations team to supervise vendor relationship with port agents and stevedore companies.
• Performs pre-planning and operational set-up for their respective ports prior to start of season to include airport, pier and hotel experience. Identifies turnarounds and or transit calls that require corporate presence. Provides training needs assessment for each port to training team prior to start of season. Assists training team in administering training modules as needed.
• Manages all aspects of the ground handler (third-party) vendor relationship with the company, including the competitive bid process, financial analysis, negotiation, contracting, operations planning and reporting, invoice review, training and quality assurance. Direct interaction with senior level owners/executives within ground handling company.
• Travels to turnaround locations to oversee pier and airport operations and to perform site inspections for planning purposes (approximately 40% – 50% travel). Orchestrates turns with ground handler, port agent, regulatory agencies, airport and port authority and shipboard management team.
• Direct interaction with senior level shipboard management in planning turnaround operations via conference calls held prior to the season with the Hotel Director, Chief Purser, Front Office Manager, IT/Data Systems Manager. Direct contact with shipboard management team throughout season regarding operational enhancements.
• Monitor and evaluate turnaround operations through site inspections, Brand Quality Audits, shipboard reports and comment cards. Maintains constant rapport with ground handler on turn operations and issues. Reviews ratings information as it pertains to pier and airport experiences and determines any corrective action. Strive for continuous improvement in operation.
• Monitor and benchmark industry best practices for turn operations and identify opportunities to fulfill corporate strategy. Travels to new locations to observe other cruise line operations to develop operational plan. If there is no other cruise line operating in a new port location, works with ground handler, port agent and other entities in setting up entire operation from the ground up.
• Represents the corporation at selected governmental meetings, association functions, cruise industry events, travel industry conventions and other meetings as required.
• Develop annual financial plan for the ports in the region which includes: including Temporary Employment, Uniforms, Office Equipment and Supplies, Travel & Lodging, Head Taxes and Port Expenses including: stevedoring, security, dockage, tugs, tenders and other navigational or port related expenses. Forecasts and manages expenses accordingly.
• Identifies potential vendors to participate in bid process for services in turnaround ports and ports of call. Analyzes and performs competitive analysis on bids received from multiple companies in each port and negotiates best pricing for staffing and transportation costs on behalf of the company. Makes recommendation on ground handler appointments for their area of responsibility.

Required Education & Experience:

• Software: Working knowledge of computers, internet access and the ability to navigate within a variety of software packages such as IMS, ERS, JDE, Microsoft Office Tools and Visio.
• Detail oriented to ensure accuracy
• Excellent verbal and written communication skills
• Ability to develop tactical plans utilizing project management principles. Strong written, verbal and interpersonal communication skills required. Ability to communicate in Spanish and/or other languages a plus.
• Bachelor’s degree in Hospitality, Industrial Engineering or related field required, MBA preferred
• Advanced skills in computer systems, including PowerPoint, Excel, Word and Access
• Ability to travel domestically and/or internationally approximately 40-50%.
• Demonstrated ability to work independently
• Technical and business writing
• Exercise proper judgment
• Ability to be on call 24/7 as operationally needed, includes weekend work and/or planned/unplanned travel.
• Ability to develop tactical plans utilizing project management principles. Strong written, verbal, and interpersonal communication skills required.
• 3-5 years’ experience in related operations, contract negotiations, budgetary planning, vendor management and/or analysis work required. Shipboard experience helpful.