Operations CAM Air Manager in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 8/7/2019

Job Snapshot

Job Description

Manager CAM Air Travel

 

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Florida. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

 

Position Summary:

This role supports all shipboard Employees of the RCL brands (Azamara Club Cruises, Croisieres de France, Celebrity Cruises, Pullmantur, and Royal Caribbean International) throughout multiple regions of the world by managing worldwide CAM budget of $80 million annually for air travel. Working closely with the Director of HR Operations, Manager will provide operational guidance and expertise on travel guidelines to the CAM Air Travel team who arranges air travel for Shipboard Employees. Manager monitors and controls CAM air expenses, seeking and implementing improvements to improve the profitability of the operations. Individual serve as a key point of contact to resolve operational issues, strive for operational and cost efficiencies, as well as consult and collaborate with the operational teams, such as scheduling, ships and operations to meet targets as well as to deliver a world-class service experience for shipboard employees.

 

Operations Responsibilities:

  • Responsible for the co-ordination, and evaluation of the Air specialists & all of their related deliverables
  • Develops and implements a comprehensive and effective travel operations strategy in line with global HR operations objectives
  • Ensures air operations deliverables are completed on time & accurately: booking & ticketing the highest quality air routings at the lowest prices to recognize a positive air variance. Ticket all assigned programs according to airline contract requirements and costing guidelines
  • Uses industry knowledge to provide direction on best-practices, identify and implementation of operational improvements
  • Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals
  • Serves as the primary liaison between the commodity Manager, Systems and the operational staff; ensuring all airline contract rules and conditions are maximized.
  • Meets with the Business as requested as the primary contact for Crew Air Travel Operations.
  • Reviews or assigns the review of operational processes with business, provides and implements suggestions for improvement ((SQM, technology, processes, etc.)
  • Identify and communicate risks, issues, benefits and mitigation plans to the operations and Business.
  • Forms strong partnerships across the organization and provides comprehensive and timely communication to travelers and operational teams on changes to travel fulfillment and operational processes
  • Identifies, develops, and ensures implementation of SOPs and standard practices and process improvements

 

Financial Responsibilities

  • Monitors and controls CAM air expenses estimate in 80m annually , seeking and implementing improvements to improve the profitability of the operations
  • Balances the needs of the business/customer and operational need to ensure efficiency and effectiveness
  • Works with performance and budget data to maximum the effectiveness and efficiency of the team
  • Collaborate with finance team in all aspects of the operation budget, including forecasting and budget planning and performance against budget
  • Participate in CAM meetings to report/ communicate any risks related to the CAM air budget.
  • Ensures root causes are identified and the successful implementation and measurement of improvement initiatives
  • Leads and manages key projects for the operation or participates as an active member of a project team to reduce CAM cost and Travel Experience
  • Responsible for adherence to cost control and effectiveness in respective business unit
  • Manages overall budget and performance against budget

 

Supervisory Responsibilities:

  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals
  • Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning
  • Evaluates staffing models to ensure appropriate staffing levels are in place. Conducts one-on-one meetings on a regular basis. Leads weekly team meetings with direct reports to discuss volume, productivity, process, and service levels. Lead team members regarding daily inquiries. 
  • Maintains and seeks expansion of current knowledge of various industries (Sabre, GDS, Contact Center Operations, etc.)
  • Maintains a high level of morale within the air travel group in order to increase employee retention, encourage excellent customer service, and enrich the quality and quantity of travel specialist.

 

Costumer Service responsibilities:

  • Reviews customer servicing metrics; seeking improvements and ensuring goal levels are met. 
  • Implement plans for continuous improvement
  • Serves as the escalation point for business and/or employee issues, ensuring customer satisfaction goals are met.
  • Provides direction to the team for improved customer satisfaction
  • Regularly meets with the Account Manager to review performance or airline partners and make improvements for customer satisfaction
  • Review customer satisfaction via crew travel survey and ensure benchmark results are analyzed and communicated for the purpose of developing direct reports and improving crew satisfaction

 

Key performance Indicator

  • Oversees and assists the team members in balancing priorities and managing their workload so operational KPIs are consistently achieved
  • Actively communicates on all areas impacting the team, including performance against goals, changes in the business, etc
  • Sets the department goals and direction to support the achievement of the organization's goals
  • Implement and ensure tracking against KPI’s including regular communications to the staff of progress

Job Requirements

Qualifications:

  • Sabre GDS experience required
  • Experience managing air travel operations processes and staff
  • Minimum of 5 years in a finance and analytical role.
  • Prior budget and cost management experience
  • Bachelor’s degree from an accredited college or university in Business Administration, Paralegal, International Relations or Maritime Law or directly related, equivalent experience.
  • Fluent in English.

 

Knowledge and Skills:

  • Sabre GDS experience required
  • Thorough knowledge of the travel industry, fares and markets
  • Prior budget and cost management experience
  • Thorough knowledge of geography, including cultural and societal drivers that directly affect business negotiations
  • Experience successfully negotiating terms and agreements in the best interest of the company
  • Identifies financial status by comparing and analyzing actual results with plans and forecasts.
  • Highly developed written and presentational skills; ability to clearly articulate complex messages to a variety of audiences, including senior management
  • Proven influencer and communicator who can speak with stakeholders at all levels
  • Tactful, resolute, and committed to providing excellent customer service; also flexible and able to work effectively in a variety of situations, seeking improvements and looking to the future
  • Ability to plan and organize self and work in order to achieve objectives and targets; is determined to deliver outcomes and is able to overcome obstacles in order to move forward. 
  • Accountable for the delivery of outcomes, strives to meet and exceed the expectations of customers.
  • Ability to set measurable goals and objectives and to implement strategies to achieve them (often prioritizing in a high-pressure environment)
  • Ability to manage a staff in a positive and productive manner by motivating, developing, and managing employees
  • Working knowledge of computers, internet access, and the ability to use a variety software packages including, but not limited to all aspects of MS Office; familiar with social media and relevant company/brand efforts

 

Work Environment:

  • List working environment or conditions that describe those encountered in performing the job functions (inside /outside the office, travel, shipboard, noise level etc.)
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. 
  • The environment includes work inside/outside the office, travel to other offices and various diverse locations (hotels, airports, piers), as well as domestic, international, and shipboard travel.
  • A high noise level is possible if visiting shipboard or offsite locations

 

 

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