GPS Ops Support Manager in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 7/8/2019

Job Snapshot

Job Description

This is a managerial position responsible for improving the efficiency of the operation by observing, measuring, and making modifications to the use of facilities, equipment, materials, systems, and staff.  This position is also responsible for maximizing net revenue for transfer business and other revenue opportunities for the Guest Port Services Department (GPS). This managerial position is also responsible for the GPS Training and Development team that develops and conduct training programs for the pier and airport operations worldwide.

1. Develops work measurement procedures and directs time and motion studies to promote efficient and economical utilization of staff and facilities
2. Business Analysis support to GPS operating units including assistance with creating operating plans, project planning, task force participation and contract review
3. Studies operational needs and current operational performance to determine optimal working procedures and systems and to identify areas for improvement. Conducts observations and gathers data in operational settings (i.e., at cruise terminals, airports, hotels, etc.) as well as at headquarters offices
4. Establishes work measurement programs and analyzes operations to develop standards for utilization of equipment, tools, people, and systems
5. Analyzes data, procedures, and equipment to establish time and production standards
6. Analyzes staff utilization, facility layout, and operational data such as service costs, process flow charts and production schedules to determine efficient utilization of staff and equipment
7. Recommends methods for improving efficiency and reducing waste of materials and utilities such as reorganizing workflow, restructuring job duties, relocating service stations and equipment and purchasing equipment or automated systems
8. Prepares work flow charts and diagrams to specify in detail operations to be performed by people, equipment and systems
9. Develops project justification and return on investment for GPS.  Prepares project timeline and cost estimates for completion. 
10. Utilizes computer resources to develop and prepare reports and records relating to particular assignments or projects.
11. Participates in the development of specifications, policies, and procedures for the assigned area.
12. Plans, organizes, develops and conducts job specific (technical) training courses, curriculum, materials and programs for the pier, airport and hotel staff based on department needs; works with management to ensure course content and material are relevant to training needs
13. Develops and implements a service quality assurance training program, meeting specific brand guidelines
14. Develops hands-on knowledge of work environment and experience to better develop appropriate training methods for procedures, policies, regulations, technologies, and customer service 
15. 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

Job Requirements

Bachelors degree from four-year collage or university; or 5 - 7 years related experience and/or training; or equivalent combination of education and experience
Ability to communicate with department heads, and shipboard employees to resolve problems and develop resolutions
Excellent interpersonal skills to communicate verbally and in writing with all levels of management and employees. 
Ability to build and maintain successful business relationships throughout the department and the company as a whole
Knowledge of principles and processes for providing customer and personal service including needs assessment, problem resolution and achievement of quality service standards
Ability to work with mathematical concepts such as probability and statistical inference
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to develop, plan and organize tactical plans utilizing project management principles
Advanced knowledge of personal computers with a variety of business software packages including Word, spreadsheet, database, PowerPoint, flowchart, and communication
Ability to motivate, lead and develop subordinate staff
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations.**************************************************************************************
**************************************************************************************It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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