Analyst, F&B Operations Group & Charter in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 2/10/2020

Job Snapshot

Job Description

POSITION SUMMARY:

Reports to the Sr. Manager F&B Operations Groups & Charter

The analyst F&B Operations Groups and Charters is responsible to book, evaluate, measure and follow up on all group & charter bookings as it relates to the F&B components within said bookings. This role works closely with the sales department to ensure immediate follow up on all sales inquiries and manages all the timelines for completion of F&B involvement of the programs offered. This position will develop and maintain reports to monitor performance of the F&B components on all charter and large group sailings and conduct presentations and action plans to support the department’s KPI’s. This position may include the unique requirement to work directly with external clients of charter houses and travel during charter sailings to represent the F&B department for overall execution of the F&B operational plan.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Provides support in the daily inquiries for the F&B group and charter operation and provides first level responses to all inquiries from internal and external customers.
  2. Leads efforts and liaises with Sales and Groups Management teams to identify potential shipboard challenges with large or recognizable group business before contract and/or booking stage to properly vet the business and set the expectation for the onboard F&B services.
  3. Monitors and actions onboard F&B Operations performance as it relates to Groups and Charters through Medallia fleet-wide, providing frequent feedback to F&B Directors, conducts analysis and works on continuous improvement and training as needed.  Tracks individual group performance for future sailings requests ensuring beneficial impact for the company.
  4. Handles escalated group issues as needed both pre and post cruise.
  5. Guides the Traveling F&B Directors Groups & Charters with the Charter operational plans through assisting with the pre-site inspection and coordination the different department needs.
  6. Collaborates with Supply Chain, Logistics and Distribution for all F&B groups and charters needs to ensure timely purchasing and distribution of products without disturbing the normal ship operation. Also assisting guest’s special needs.
  7. Supports the vessels in the execution of the processes, services and products as required by the food and beverage functions and provides problem resolution for any complex F&B group or charter request.
  8. Monitors SOPs, SQM and Knowledge Desk to provide updates as required.  Identifies training opportunities for various call center staff as it pertains to onboard F&B group experience. 
  9. Assists with the development and maintenance of the F&B Group manuals, including all buy out fees per venues and in cooperation with entertainment. Creates the training material based on the group manuals, implements on all ships and audits for compliance.
  10. Creates training materials to increase product knowledge and to enhance revenue generating opportunities.  Provides daily support for groups department and shipboard teams to address issues that may result in loss of revenue and/or guest dissatisfaction for groups.
  11. Works with all scheduling teams to ensure all additional staffing pars are met for exceptional sailings.
  12. Maintains all systems for accurate recording of revenue and booking tools for groups related to F&B revenue components, all charge codes and system correlations to be audited quarterly and new components to be created/requested for AffairWhere, SilverWhere and AS400.
  13. Travel for assigned charter or group clients / sailings might be required. Travel 25% of the time.
  14. 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.  Employee will be required to perform any other job-related duties assigned by their supervisor or management. This position may participate in shared duties with other coworkers within the Department.

 

Job Requirements

QUALIFICATIONS:

Education & Experience: Bachelor’s degree from an accredited college or university in related field. Hospitality preferred required; Three to five years of experience in banquet management, developing and implementing F&B profitability goals, policies and services in the hospitality industry. Travel requirement of up to 25%

KNOWLEDGE AND SKILLS:

Judgment and decision-making, i.e. weighing the relative costs and benefits of a potential action. Critical Thinking; using logic and analysis to identify the strength and weaknesses of different approaches. Ability to develop and implement Process Reengineering practices to improve efficiencies and develop cost saving initiatives.    Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to negotiate project contracts and services as needed. Ability to work with various computer programs and applications such as Microsoft office programs, restaurant reservations programs, email, and web based applications, electronic management applications & approval processes, etc.

PHYSICAL DEMANDS:

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.  While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may move out the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.

 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes flexibility to work inside/outside the office, travel to other offices, as well as domestic, international, and shipboard travel to support events or activities. 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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