Manager, Guest Port Service

Responsible for all logistical and operational strategies, development, project planning and deployments, and resource staffing for assigned turnaround ports. Manages service providers, day to day operations, set policies and processes, quality of service, project deployment efforts and business process re-engineering to maximize guest services and productivity.

Essential Functions:

• Evaluates, establishes and implements all logistical and operational needs for assigned turnaround ports, to include day-to-day pier operations and check-in, if applicable at homeport airport. Collaborate with respective service providers, shipboard management, port personnel and local officials to support and manage all aspects of turnaround day. Works closely with service providers to support and maintain operational requirements, quality assurance strategies and communications that outline and support department policies, procedures and set standards, and comply with data privacy, information security, ADA, ethics, port and government regulations and safety standards. Monitors the quality of service being provided to ensure optimal quality service and guest satisfaction. Works closely with Q.A. Manager to identify and address any procedural inadequacies or potential problems and takes corrective actions and implements cost effective solutions. Monitor and review incident reports, daily metrics, productivity reports, cash transaction reports, turnaround reports to address deficiencies. Creates game plans for special sailings and functions, dry-docks, irregular operations and the start-up of seasonal or new turnaround ports.  Works with service provider and Influences decisions related to promotions and firing of person.

• Leads by example and promotes Carnival’s Culture Essentials and Values while mentoring the service provider’s management team to support and inspire strong leadership, sound decision making, effective communication, adherence to policies and set standards, and a strong commitment to excellence.

• Collaborates with IT and System Support team on system and equipment port needs; monitors effectiveness of systems that support turnaround day, reports any system issues timely, follows up and makes necessary operational adjustments to minimize negative impact to service. Coordinates proper and timely loading of voyage required for charters and special sailings to include irregular operations and dry-docks

• Performs periodic site visits to evaluate assigned turnaround port, and where applicable, airport check-in operations and the quality of service being provided at these locations. Provides on-site support, as needed, during special sailings, project deployments, dry-docks, and irregular operations for respective ports or were assigned by director of department. Documents site visits and follow up to address any deficiencies

• Creates understanding and positive image of department’s objectives and issues by building and maintaining strong relationships with service providers, vendors, key in-house departments, governmental agencies and respective port officials.

• Monitors TGEM scores, guest comments and embarkation dashboard monthly for respective ports; shares information with service providers, reviews trends, documents and addresses deficiencies. Brings critical issues to Sr. Director for review and resolution.

• Collaborate with Port Operations and Port Personnel to ensure terminal facilities are operating to specifications, meeting set standards and business needs; documents issues and follows through with respective parties for resolution

• Collaborates with the Sr. Director and QA Manager to create and adjust staffing levels for respective ports and ensures that required man-hours are being met consistently by service provider each sailing. Monitors service levels and provides recommendations for changes or adjustment of staffing levels, always keeping financial and service goals at the forefront.

• Collaborates to achieve department financial objectives by assisting with preparation of respective ports budget; scheduling expenditures; analysing variances, recommending and initiating corrective actions to meet goals and help reduce costs. Reviews and approves embarkation invoices weekly and timely