Cruise- Connectivity Specialist; Immediate start

The WiFi Connectivity Specialist is a guest-facing position responsible for assisting guests with their internet connectivity needs onboard. This role involves managing and troubleshooting WiFi networks to enhance the digital experience throughout the voyage.
The specialist helps guests with purchasing internet packages, promoting upsell opportunities, and administering internet voucher codes. Additionally, the specialist handles refunds and resolves any issues related to internet services. They liaise with the shoreside and IT departments to address upgrade needs and ensure seamless connectivity.
The role also involves assisting the rest of the Digital Experience team, working collaboratively to support overall digital initiatives.
Furthermore, the specialist may assist in other areas of ship operations as required by the manager, ensuring a holistic approach to guest satisfaction and operational efficiency.
Strong understanding of WiFi technologies, network troubleshooting, and connectivity solutions is imperative. A proactive approach is essential for driving revenue and delivering an extensive and efficient excursion program. They must excel in problem-solving, conflict resolution, and guest service while maintaining a collaborative and positive team environment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Expertise in Delivery and Department Management: Provide front-line support to guests with internet connectivity issues, ensuring a seamless digital experience. Monitor and maintain the ship’s WiFi network to ensure optimal performance and coverage throughout the vessel. Diagnose and resolve technical problems related to WiFi connectivity, escalating to the IT department when necessary. Manage and distribute internet voucher codes to guests and crew as needed. Always embraces the company values and fulfills duties in accordance with brand standards.
• Complaint Handling; Ability to address any related guest complaints or supplier issues, with the aim of resolving as soon as possible whilst guests are on-board, always ensuring the positive and friendly ‘remarkably Arabian’ experience. Handle refunds and resolve any issues related to internet services efficiently and professionally.
• Guest Engagement: Assist guests with purchasing internet packages and promote upsell opportunities to enhance their connectivity experience.
• Revenue Promotion: Responsible for identifying where sales are performing poorly and ensuring the team proactively promote cruise audience suiting experiences in order to encourage sales and reach the required tour minimum numbers to operate. Work with the Marketing and Revenue Manager to promote all aspects of onboard revenue. Identifies and promotes all revenue centers onboard in an organic and genuine manner, tailored to the expectations of Arabian travelers.
• Targets & KPIs: Ensures all financial targets are monitored and achieved. Understand the KPI’s in place for the Digital Experience team and formulate a plan on how these will successfully be achieved.
• Meeting Leadership: Leads regular meetings with direct reports and attends departmental meetings as required.
• People and Team Management:. Deliver exceptional connectivity services to guests and crew, addressing inquiries and troubleshooting needs. Facilitate training for other departments to enhance their onboard connectivity (wifi) knowledge and guest assistance capabilities.
• Communication: Work closely with the Digital Experience team and other departments to support digital initiatives and improve service delivery. Coordinate with shoreside and IT departments to address network upgrades and ensure continuous service improvement.
• Grooming Standards Compliance: Ensures the department adheres to, monitors, and enforces grooming standards in alignment with Aroya expectations and guidelines.
• Code Of Conduct, Safety and Compliance: Responsible for performing Safety, Environmental, and Emergency Response duties as assigned, in accordance with Aroya Cruises' protocols. Always adheres to the Aroya Code of Conduct
• Additional Duties; The post-holder will be required to undertake such duties as may reasonably be expected. All members of staff are expected to be professional, co-operative and flexible within the needs of the post, department and the Company. Duties of the post could vary from time to time as a result of new legislation, changes in technology or policy. In the event, appropriate training will be provided.

SKILLS
• Previous experience in network management or IT support, ideally in a hospitality or maritime/cruise environment, is advantageous.
• Demonstrates strong command of both verbal and written communication skills in English. Proficiency in Arabic is desired.
• Capable of addressing issues effectively, making timely decisions, and developing appropriate solutions.
• Must be able to work and excel in a team environment and individually.
• Excellent analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication and interpersonal skills with the ability to collaborate effectively across departments.
• A passion for the hospitality industry and a commitment to providing exceptional guest service.
• Adaptability and ability to thrive in a fast-paced environment.