Oversees the core onboard revenue departments for Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises. The principal areas of responsibility include Retail, Spa, Art, Bingo/Gaming, Port Shopping and Miscellaneous OBR. Manages and works closely with shoreside and shipside management as well as concession management to improve customer service and drive revenue along with develop, implement, and manage strategies that aid in meeting corporate revenue targets and achieving guest satisfaction goals. Ensure that all standard operating procedures, policies, and directives regarding revenue are being implemented as directed and that all revenue activities are being promoted and measured appropriately. Manage newbuild and drydock project plans for all OBR areas from concept to launch, in conjunction with VP OBR and work closely with concession partners, newbuild/refurbishment team and architects regarding new concept development.
POSITION RESPONSIBILITIES:
- Manage newbuild and drydock project plans for all OBR areas from concept to launch, in conjunction with VP OBR and work closely with concession partners, newbuild/refurbishment team and architects regarding new concept development.
- In conjunction with concession partners and onboard leadership, manage, monitor, and grow onboard-revenue results by implementing sales and marketing strategies, recognizing and sharing best practices, and identifying cross-functional synergies without compromising brand value.
- Responsible for achieving guest service score targets.
- Liaise with concession partners and onboard leadership to monitor, control, and enhance the guest experience by improving current practices and creating new innovative touchpoints.
- Work with the financial analyst to measure daily, monthly, quarterly, and yearly revenue results against corporate goals and devises corrective actions in conjunction with concession partners.
- Actively monitor shipboard quality assurance audits and engages revenue concession partners, in course-correcting any deviations from mutually agreed operating standards.
- Monitor relevant industry-wide, technology, and contemporary trends to provide innovative and first to market products and services to the organization that drives onboard revenue or enhances the guest experience.
- Manage the new build and refurbishment process by engaging architects, engineers, and contractors and is responsible for product completion and delivery of spaces.
- Plan, budget, oversee, and document all aspects of projects as assigned, ensuring the scope, direction, and timelines are respected.
- Perform other job-related duties assigned.
EDUCATION: Bachelor’s Degree in Business, Marketing or related field of study; or any equivalent combination of relevant work experience and education. MBA preferred.
EXPERIENCE: 10 years experience in a Management capacity within the cruise line or hospitality/resort industry, having specifically worked in Onboard Revenue, Shore Excursion/Destination Services, Gift Shop or Spa. Experience managing large teams, project management (rolling out and/or transitioning business providers, newbuilds, etc.) and experience negotiating contracts and creating RFPs.
KNOWLEDGE & SKILLS: Excellent communication and organizational skills. A detail-oriented person who can tackle multiple projects and complex assignments and meet deadlines. Proven management skills and the ability to lead and motivate team members. Extensive knowledge of cruise ships revenue operations. Ability to perform financial and operation analysis.
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