Manager, Guest Experience Operations

 

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

 

Position Summary:

 

Manager, Guest Experience Operations and Guest Information Department processes guest, travel partners, crew and employee forms, surveys and emails.  Three different departments report to the Guest Information Manager.  Voyage Reconciliation group balances guest counts at the end of each sailing.  Administrative Team books and redeems requests from guests and travel partners supporting Trade Support & Services.  Manager also directs production of data entry department processing guest and crew surveys and forms. Manager performs the following duties personally or through subordinate supervisors and staff.  Manager establishes departmental work standards and goals, consults with other departments to define projects and reporting needs.  Manager analyzes software and hardware requirements to perform established roles.

 

Essential Duties and Responsibilities:

 

• Consults with management to determine information requirements to determine boundaries and priorities of new projects, and to discuss system capacity and equipment acquisitions.
• Prepares progress reports to inform management of project status and deviation from goals.
• Supervises Analysts and Supervisors.
• Assists staff as needed to ensure proper workflow and database integrity.
• Oversees ship APIS (Advanced Passenger Information Systems) transmissions to governmental agencies for clearing of guests and crew.  
• Provides 24-hour coverage to ensure compliance.
• Keeps ships updated with any APIS changes in regulations.  
• Reports to management, governments and ships whenever there are any technical issues.
• Acts as intermediary between Ships and Information Technology when problems arise or between Ships and Governments when transmissions are not sent when due.
• Works with Information Technology department in testing any programming software or hardware changes for department.  
• Writes testing specifications for application programming changes.
• Reviews reports produced from departmental processing.
• Analyzes department workflow and workers¿ job duties to recommend reorganization or departmental realignment within company.
• Coordinating needs of various departments and adjust workflow of staff when required.
• Performs other duties as required.  
   

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.