Cruise Consultant Future Sales - Oceania Cruises

GROW YOUR CAREER WITH US

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family! 

Job Summary

Commit to the Company’s Core Values – flawless execution, dedication to family & community, spirit of entrepreneurship, financial excellence and environmental stewardship.

Assume personal responsibility for safety and NCLH’s impact upon the environment.

To effectively sell future cruises and to serve as Sales Department liaison while serving on board Oceania Cruise ships, efficiently, promptly and truly reflecting the luxurious nature of Oceania Cruises at all times.

Responsibility and Authority

• Guest Experience
  • Demonstrates a genuine concern for guests’ wellbeing at all times;
  • Ensures that all guest requests, inquiries and concerns are handled in a prompt manner;
  • Helps to create a warm, sincere, welcoming but fun environment around the ship;
  • Actively promotes and seeks guest’s interaction by informing guests of upcoming events and activities as part of his/her social duties.
• Operational and Administrative
  • Maximization of sales through the efficient operation of the Cruise Consultant Future Sales desk and socializing with guests;
  • To maximize sales and future cruise bookings through appointments, consultations and socializing by;
    • Holding regular office hours on a daily basis in order to discuss with our guests the alternatives available in terms of future cruises, ships, services, itineraries, schedules, shore excursions, etc;
    • To man the desk a minimum of seven hours daily throughout the voyage. Extended hours should be expected based on traffic. CCFS can modify the schedule to maximize availability during peak traffic times based on port times and other considerations during a voyage. Hours may need to be modified to fulfill social obligations such as hosted dinners, group cocktail receptions, presentations, etc. Suggested hours are below:
    • The approval of operating hours (should a change occur to the standard expected hours) will come from the Chief Purser. All operating hours are determined the voyage prior through the Cruise Layout preparation. Sea Days: 09:00am – 12:00pm / 03:00pm – 07:00pm In Port: 08:00am – 11:00pm / 04:00pm – 08:00pm
    • Interacting with guests to identify their preferences and expectations, assisting them with their queries, providing efficient, courteous and personalized service,
    • Interacting with guests by attending all social events, cocktail parties, hosting tables, etc.,
    • To host a minimum of two dinners (10-12 day voyages) in the GDR based on their role as Cruise Consultant Future Sales and in an effort to sell future cruises. The longer the cruise the more opportunities the CCFS should have to host dinner. Hosted dinners should include no more than four to six guests and CCFS will use the hosting list for wines.
    • Escorts tours of the ship as required.
  • To be the face of the Oceania Club program. As the Cruise Consultant Future Sales the CCFS will arrange, lead, and/or assist in all Oceania Club events and programs.
  • Extended Journeys Presentation: CCFS will conduct the Extended Journeys presentations on each voyage
  • Captain’s Reception / Oceania Club Reception: CCFS is expected to attend both receptions and serve any role requested by the Chief Purser or General Manager. CCFS will attend any additional functions deemed necessary by the Chief Purser or General Manager.
  • Shore Excursions: The CCFS is expected to participate on shore excursions in an effort to increase their visibility with guests each voyage. CCFS should work with the Destinations desk to pick ports where the majority of the guests will be off the ship that day.
  • In order to maximize onboard sales the following support will be provided to the CCFS for each voyage:
    • Future Cruise Report: Provided from the main office directly to the CCFS this report will list all guests with a future cruise scheduled prior to embarkation.
    • Onboard Special Offers: Provided from the main office directly to the CCFS flyers will be provided for the Be Our Guest and Club Collection program.
    • Oceania Club Report: Provided from the main office directly to the CCFS this report will list all Oceania Club members on the voyage and the number of cruises sailed/booked.
    • Travel Agency Report: Provided from the main office directly to the CCFS this report will list any travel agents sailing on the voyage.
    • Extended Journeys Presentation: The power point presentation will be updated on a regular basis for CCFS use.
    • Names Badges/Business Cards: The CCFS position will have name badges and business cards denoting their role as "Cruise Consultant Future Sales "; and are to be used/worn at all social functions.
  • Assisting with in-port promotional functions, ship tours, etc., involving prospective passengers and Travel Agents in conjunction with the General Manager
  • Coordinating Travel Agent/Press familiarization trip events as directed by Sales/Miami in Conjunction with General Manager.
  • Prepares and presents slide/video/PowerPoint presentations on future Oceania Cruises cruise programs
  • Coordinating with Cruise Director and Broadcast Technician for the placement of sales presentation on broadcast loop,
  • Monitoring the effectiveness of the timing and recommending possible changes to timings, Channel or format,
  • Keeping accurate stock of all printed information concerning itineraries, ships, etc.
  • Produces a written report at cruise end using the established format;
  • Attend Shipboard Hotel Operation Meeting
  • Utilizing NVS reservations system to check inventory and make bookings; communicating with shore side Reservations department under established procedures for cruise bookings made on board,
  • Following directions from Oceania Cruises Sales (Director Sales Support) as to sales focus and special promotional opportunities, ensuring that all initiatives are implemented within time limits.
  • Welcomes guests as they arrive for the various events taking place in public areas.
  • Assists the preparation of the daily program by providing any required information in a timely manner;
  • Ensures that the Chief Purser and General Manager is promptly and fully informed any areas of potential problems or unusual matters of significance so that prompt corrective action can be taken.
  • Serves as a liaison with the Destination Manager or Concierge for organizing private arrangements in ports for guests requesting such services i.e. private cars etc.
  • Participates in Gangway duties during embarkation/debarkation process, ensuring guests are greeted in line with Oceania’s guidelines.
  • To be familiar with the basic operation of technical equipment (sound and light) within Lounge areas;
  • Helps to create appropriate Cocktail Party Listings or table hosting arrangements, especially during longer cruises.
  • Pro-active approach to problem solving;
  • General Office Administration.
• Finance
  • Completes the Future Cruise Booking Summary and forwards this to the Purser’s Dept for final entry of the credit card details;
  • Creating and organizing events each cruise to reward Oceania Loyalty Program in line with budgeted expenses;
• Training, Development and Support
  • Assist with training of new Club Ambassador’s on all procedures relating to the position and also general shipboard knowledge.
  • Creates and maintains a positive work environment;
  • Fosters teamwork within all departments onboard;
  • Completes, participates and promotes Oceania’s Service Training Programs.
  • Assists the General Manager in implementing and maintaining guidelines, procedures and training practices set by the corporate office;
• Social
  • Maintains positive relationships with colleagues
  • Respects the privacy and rights of colleagues
  • Promotes cooperation and teamwork
  • Attends Cocktail Parties and regularly hosts tables.
  • At all times projects a favorable image of Oceania Cruises, promoting its aims and objectives to enhance public recognition and acceptance of all its areas of operation or endeavors.
• Safety
  • Participates in crew and passenger safety drills according to instructions from ship’s command;
  • Complies with company safety and pollution prevention regulations;
  • Is coherent with all duties listed in SMS for Administration department.

Education and Experience

• Systems
  • MS Office Suite
  • Fidelio Cruise
• Sales Background preferred;
• Shipboard Experience essential;
• Understanding of the highest level of service;
• Excellent administrative skills;
• Strong leadership skills and practice ‘leadership by example;
• Outgoing personality, open minded and flexible;
• Ability to work in an international environment;
• Ability to perform well under pressure;
• Excellent appearance and excellent social skills;
• Well organized;

ABOUT NCLH

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.