Cruise Operations Specialist

Job Description:

Abercrombie & Kent is the world's leading luxury travel business and has been a pioneer of experiential luxury travel since 1962. Founded as a luxury safari company in Africa, A&K today employs more than 3000 staff in over 70 offices in more than 83 countries.

The company specialises in private, tailor-made and flexible small group travel to every corner of the globe and has a wholly owned portfolio of cruise boats, luxury lodges, tented camps, hotels, and all-terrain vehicles. As part of its global commitment, Abercrombie & Kent is committed to responsible and ethical tourism and through A&K Philanthropy supports projects in the communities where its guests travel dedicated to positively impacting lives and livelihoods.

Abercrombie & Kent’s Cruise division, Akorn Destination Management, is a specialised division offering first class services in shore excursions, extended land programs and turnaround services to the cruise industry.  Our teams are committed to service and dedicated to clients; provide local insight and practical knowledge that is enhanced by global expertise and presence. 

This role reports to the New Zealand Cruise Operations Manager and is responsible for managing cruise accounts and relationships, throughout all the ports and regions of New Zealand, ensuring meticulous pre-season planning and smooth delivery of cruise land programmes, turnaround logistics and cruise related events.  

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  Provide high quality ground services for cruise ships visiting New Zealand working with the set processes and procedures for the cruise division. 

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  Manage Cruise Accounts & become the Akorn cruise face in handling all operational questions/issues related to Cruise Land programmes, Turnarounds and Cruise Events  

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  Ensure the successful and profitable management of cruise calls with timely reporting to the finance team as per the company guidelines and processes. 

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  Work with the local remote teams and travel as required to ports and regions around New Zealand to operate ship calls as required and ensure seamless delivery of the Cruise operational process 

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  Liaise with Cruise line Executives and onboard cruise contacts to ensure quality ground services in all ports and regions 

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  Resolve problems on the ground reporting any QC issues in real time 

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  Develop and maintain strong relations with all suppliers and clients 

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  Accurately book and manage all services required for the successful operation of Land Programs, Turns and tours within budget.  

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  Work closely with the Contracting Manager to ensure that all rates are contracted. 

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  Provide accurate confirmations, reconfirmation and tour documentation for all suppliers for ship calls including guides 

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  Accurately cost any additional product requests or changes 

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  Work closely with the Finance and Commercial team and New Zealand Cruise Operations Manager to ensure correct invoicing of files. 

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  Prepare Land programmes, Turnaround and Event proposals for cruise lines as requested by the Cruise Manager for A&K/Akorn clients 
   

• Minimum 4 years' work experience in the Cruise or Travel Industry.  

• In depth knowledge of the New Zealand Inbound Cruise Industry  

• Excellent product knowledge of New Zealand ports, regions and suppliers. 

• Previous account management experience would be an advantage 

• Good level of understanding of the logistics of large people movements preferably in a Cruise environment. 

• Proficient in Microsoft Office (Word, Excel, Power Point & Outlook) 

• Experience using an in-house travel or Reservations System (Travel Studio preferred)  

• High attention to detail 

• The ability to face challenges head on and a ‘can do and hands on’ attitude 

• Commitment to the highest level of customer service 

• Team player with an enthusiastic approach to the job 

• Excellent time management skills and flexible working attitude 

• Ability to work alone and unsupervised when travelling 

• Mature outlook and ability to stay calm under pressure. 

• Excellent communication skills both written and verbal 

• Good initiative and ability to handle challenging situations quickly and effectively