Fleet Destination Training Manager

Department: Hotel - Corporate

Employment Type: Contract

Description

The Corporate Destination Training Manager is responsible for Training the Destination Team on the Seabourn ships, developing relationships to help build stronger teams and keeping the Managers up to date with the latest processes whilst promoting new initiatives. Travelling the fleet, this role will be engaged with each ship Destination team to ensure that their sales approach and strategy is aligned with the company expectations via targets, whilst also maximising the guest service experience through the company shore side tour operators and the service that is given both on and off the ship. An excellent knowledge of global tours and tour operations is a must.

Key Responsibilities

Maximise sales and customer service experience by determining training needs and implementing fleet-wide plans to increase revenue across the Seabourn brand.

Determine training needs of onboard Destination team by observing sales interactions and reviewing of sales results reports. Establish smart action plans with the Destination Managers. 

Evaluate shore excursion processes, procedures and policies to identify where improvement modifications are needed. 

Lead and organise speech and presentation skills training. Public speaking strengths are a must. 

 
Improve training effectiveness by applying new approaches and techniques to specific job applications and routine job functions. Document sales strategies implemented and provide monthly summary of results. 

Monitor budget results for each ship and implement improvements while providing documented observations on staff behaviours. 

Conduct computer and mobile applications training needs assessment by collecting information pertaining to work procedures, work flow and reports; understand job-specific functions and tasks. 

Determine system utilisation requirements by troubleshooting and testing onboard systems in conjunction with shore side IT team. 

Develop and implement training programs which facilitate product tracking, analysing, reporting and problem solving. 

Conduct training classes by presenting job-specific, company-specific and generic software applications. 

Work with the Onboard Destination Manager on each ship regarding the orientation process of new team members by conducting training in the sales process, developing individual coaching plans and providing resources and assistance.

 
Update job knowledge through educational workshops, reviewing publications, participating in professional organisations and understanding of industry trends. 

Skills, Knowledge & Expertise

Education:

• Fluency in English, written and spoken, and preferably one other modern language (Spanish, German or French).

Experience:

• At least 3 years of training or management experience in the travel industry preferred 
• Strong understanding of destinations and the cruise industry       
• Detail oriented and spend time in the trenches - helping build awesome sales and customer service training
• You turn complex ideas into well-defined, detailed, executable plans.
• Display management of multiple departments while always projecting professional business etiquette. 

Knowledge,Skills & Abilities:

• Knowledge of cruise line operations and shipboard shore excursion operations 
• Familiarisation with main highlights and attractions of each port as well as the ship’s docking location relative to each.
• Proven experience of process improvement methodologies 
• Familiarity with MXP, Polar and WebRes, Fidelio, Lotus Notes, and Ship Star preferred 
• Proficiency in all Microsoft programs 
• Management experience required 

Physical & Travel Requirements

Physical Demands:

• For the safety of yourself and others on board certain physical abilities shall be maintained. 
• A lot of travel is required.
• Must maintain physical fitness to perform tasks associated with job.

Travel Requirements:

• Passport – valid for a minimum of 6 month Flag state issued seaman book
• General flag state or flag state approved marine fitness medical United States C1/D visa
• English Marlin test at minimal score of 80% Pre-employment medical examination.