Supervisor, Crew Travel Ops (CASI) at Holland America Group

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

19 Aug, 26

Salary

0.0

Posted On

21 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Crew Travel Operations, Team Supervision, Performance Management, SLA Monitoring, GDS, Sabre, Coaching, Budgetary Control, Training Development, Resource Efficiency, Conflict Resolution, Personnel Movement

Industry

Travel Arrangements

Description

Cruise Administration Services, Inc., a Carnival Cruise Line entity in the Philippines, is currently looking for a Crew Travel Supervisor. Only candidates located in the Philippines to apply. Job Summary: Crew Travel Supervisor is responsible for supervising daily crew operations functions, such as ensuring that calls, emails, and chats are documented in accordance with the levels of service required. This position is responsible in making sure that SLAs are being met, measure performance with key metrics such as call abandonment, calls waiting, etc, anticipate escalations and take over calls when needed, ensure all Specialists’ adherence to policies for attendance and established procedures. This role should also keep the management informed of any issues and problems being encountered on each shift. Essential functions: * Ensure the daily crew travel operations meet the requirements, such as the required service level for calls, emails, and chats. * Proficient management of employees and team performance; coach, counsel and motivate employees; evaluate employees; investigate complaints or performance concerns; implement disciplinary action as needed and in consultation with the Team Lead or Manager appointment authority and Human Resources. * Maintain close working relationship with Team Leads and co-Supervisors by communicating team’s expectations; planning, monitoring, and appraising team results; coaching, counselling, and disciplining employees, initiating, coordinating, and enforcing systems, policies, and procedures. * Support in the establishment of contingency plan coverage for scheduled downtimes, connection issues, weather interruptions in achieving the required staffing. * Maintain budgetary control over all bookings made by crew travel specialists associated with the movement of personnel within the fleet, as well as any financial decisions to resolve emergency travel situations. * Ensure resource efficiency by periodically reviewing internal application systems, procedures, and processes for crew operations and concierge functions. * Proficient administration of statutory training requirements of all new hire specialists and existing employees for any process improvement and/or new process implementation. * Expertise in developing individual learning plans through presenting information using visual materials, team exercises, role plays, and decisions. * Implementing training and development programs based on the organization's needs and the needs of the individual, such as holding refresher courses for agents who aren't meeting their KPIs. Qualifications: * Bachelor’s Degree in Tourism/ Travel Management * 3 years of related experience preferably in travel or cruise line industry/ travel industry * Requires expertise in a GDS system, preferably Sabre #LI-PV1 #LI-Hybrid

Responsibilities

Supervise daily crew travel operations to ensure service level agreements for calls, emails, and chats are met. Manage team performance through coaching, disciplinary actions, and the implementation of training programs.