Onshore Supervisor

Under the direction of the Cruise Manager, the Onshore Supervisor is responsible for supervision of all on shore activities of guests in and around the various port of calls in Jamaica.

POSITION: Onshore Supervisor

DEPARTMENT: Executive

REPORT TO: Executive Director

Key Outputs

The Onshore supervisor’s role is to ensure that the experience of every guest arriving in the island via sea or arriving to join a vessel by sea is at its optimum.

Main Duties/Tasks

• In collaboration with the Cruise Manager, develop and oversee execution of diverse offerings at ports to include entertainment, tastings, activities that will enhance the experience of all guests
• Ensure that SMTE’s to include entertainers, craft vendors, contract carriage operators, product providers can gain economic benefit from cruise passengers
• Build and maintain effective relationships with local operators, keeping them up to date with any relevant information regarding cruise related activities
• Prepare monthly Cruise calendars with updates as they happen
• Respond immediately, positively, and calmly to changing customer requirements and needs and ensure that team members respond appropriately
• Monitor Happy or Not responses and try to resolve any issues immediately
• Ensure all passenger concerns are handles in a professional customer focussed manner
• Regularly find and exploit opportunities to enhance the customer experience and increase satisfaction
• Plan activities and services the team provides in response to an in-depth analysis of the guest profile for each cruise and proactively use data to c
• Coordinate with Cruise lines on shore-ex departments for destination activities
• Have port agents coordinated with each ship’s shore-ex agent
• Design and implement cruise crew activities
• Enrol as many Jamaican crew in ambassador program
• Ensure activities to ensure recognition of Ambassadors
• Oversee Onshore officers at each port

Other Duties

• Prepare orders/requisitions for the purchase of goods and submit to Cruise Manager for signature
• Monitor and ensure records for performers attendance and officers’ attendance are noted and sent to finance department for payment
• Reconcile and sign off on all performers/events and send original invoices with report to Cruise manager
• Plan daily work schedules for the team
• Understand the skills and competences of all staff and deploy effectively
• From time to time administer the collection of surveys
• Any other reasonable duties as assigned
• Attend meetings/events on behalf of the company

Key Competencies

• Knowledge of the industry, keeps up to date on current trends, competitor offerings and passenger preferences
• Strive to deliver exceptional service to customers with the view of continual improvement
• Always attentive to passenger’s needs, work to provide an anticipative service
• Able to build strong relationships with both passengers and ship crew
• Excellent problem-solving skills
• Motivates team to provide excellent service
• Organized, structured, and focused on approach to work
• Problem solver
• Adaptable and flexible in the face of change or unanticipated events, able to prioritise workloads
• Always communicates assertively

Minimum Education and experience

• Bachelor’s degree or equivalent in related field
• Minimum of 2 years’ experience at a supervisory level
• Knowledge and use of Microsoft software (Word, Excel, PowerPoint) is a must

Other conditions related to job

• Job will be stationed in Falmouth
• Ability to travel both locally and overseas sometimes
• Ability to work in non-traditional hours