Shoreside Operations Assistant

Location
Purfleet, Essex
Salary
Competitive Salary
Posted
15 Sep 2016
Closes
15 Oct 2016
Sector
Cruise
Job function
Operations
Hours
Full Time
Contract Type
Permanent

To work as the Shoreside Operations Assistant your 'people skills' will be just as important as your formal qualifications. We will look for a strong administrator with a good general standard of education, excellent organisation and communication skills along with a friendly personality which is essential.

Previous experience of working with people either face to face, over the telephone or by email is essential; relevant experience in the cruise / travel industry will be a huge advantage for this role. The ability to work to chronological deadlines and to work as part of a team is required, along with the ability to travel to various port locations as and when required is essential. This will also include travelling at very short notice if a situation occurs.

The successful candidate will have experience of working in a Customer Service environment, with excellent organisational skills. You will have a good attention to detail, be computer literate with experience of using a reservation system, (although training will be given). Ideally, you should have some experience of a Cruising Holiday and how it all works.

Line Management

The Shoreside Operations Assistant will report directly to the Shoreside Operations Manager and subsequently to the Head of Customer Service, who oversees the Department.

Roles & Responsibilities

 Provide support to the Shoreside Operations Manager.

 To assist with the production of all turnaround manifests and advanced lists with the appropriate departments on board and shore side agents to ensure an efficient turnaround procedure is carried out.

 To provide both the port and the ship’s Shore Excursions department with all necessary information required for an efficient disembarkation for each arrival.

 To liaise with Port Agents (in Manager’s absence) to ensure all requirements are in place for an efficient turnaround.

 To communicate and liaise with all heads of departments, ship and land based, to ensure all changes, amendments and necessary information is advised and actioned.

 To assist with all information relating to passengers individual specific requirements on each departure prior to sailing and ensure all parties are aware.

 To maintain cabin allocations for all Guest Acts, Lecturers, Craft Instructors and Staff travelling on board each vessel.

 To co-ordinate and produce all joining instructions for all Guest Acts, Craft Lecturers and Guest Lectures ensuring this is emailed to them when received from the Entertainment Department.

 To produce Embarkation document in conjunction with the master turnaround information for each cruise in readiness for Admin to send out tickets to passengers.

 To ensure all coach transfer information is correct and check passenger numbers on a regular basis.

 Liaise with Coach Department to ensure coaches are provisionally booked in a timely manner.

 To attend each UK Port with the Shoreside Operations Manager as and when required.

 To ensure all car park information is correct before tickets are sent to passengers and on the CMV Website.

 Check all car parking manifests after each cruise to ensure port and CMV records match.

 To assist with the ordering of ad-hoc items for our vessels and ensure delivery is made to specific deadlines as and when required.

 To assist with missing luggage and lost property in conjunction with the 24/7 Emergency team ensuring the safe return where possible.

 To assist with purchasing of items for vessels and maintaining the Store Room ensuring a full inventory is available at all times.

 Assisting with delivery of items to vessels which may include some heavy lifting at times.

 To be aware of any dedicated themed cruises e.g. Royal Weddings, Anniversaries and other Special Events i.e. Golf Open, World Cup providing ship with any dates and branded products if required.

 To file each Daily Cruise Report and CSQ’s when received from each ship.

 To proactively think of ways to enhance the customer experience through all areas of the customer journey.

Remuneration

A basic salary of £18,000 per annum (Circa), commensurate with experience will be offered and reviewed annually every December, subject to a three month probation period.

Probationary Period

A standard three month probationary period will apply based on an annual salary of £18,000 pro-rated accordingly, subject to three written references.

Once engaged with us full-time, a one month notice period will be required, should either party wish to terminate the relationship, however during the probation, a one week notice period on either side will apply.

Working Hours

Standard office hours are Monday to Friday from 09.00 to 17.30hrs, at our head office located in Purfleet, Essex (RM19 1NS). Some evening and weekend work may be required to assist at cruise turnarounds.

Occasional travel including overnights will be required for this role. This may also include travelling at very short notice, if a situation occurs.

Overtime Policy

During the week, for extra hours worked in the morning or evening beyond the standard working hours, overtime will not be paid.

For non-contracted additional weekend overtime, a day off in lieu will be provided for each full day worked. This must be claimed within 28 days otherwise this will be forfeited.

At the discretion of the Line Manager, overtime may also be considered instead of the day/s off in lieu based on a pro-rata basis at the daily or half daily salary rate. In the event of extended overtime hours beyond the full day a flat rate of pay will apply and thereafter increased, if an overnight is required.

All overtime must be approved in advance by the Line Manager.

Holiday Entitlement

22 days per annum, pro-rated accordingly plus bank holidays will apply.

Holiday requests will need to be completed and submitted to the Line Manager via our online system. At least one month’s notice should be given, where possible, in order to arrange appropriate cover.

Other Benefits

 A workplace pension scheme - following three months of continuous service.

 Concessionary travel with CMV – following six months of continuous service.

 Staff discounts on selected travel products.

 Business mileage can be claimed at 0.25pence per mile and company expenses can be claimed, subject to approval by Line Manager and completion of the Company’s standard expenses claim form and full substantiation with all receipts.

CMV Summary

CMV is a progressive company who encourage organic career development and enjoy a low turnover of staff. This position offers a good career opportunity for an ambitious and creative individual to join a largely non-corporate, medium sized and privately owned organisation. Unlike many other UK based cruise operators, CMV’s UK office is not just a sales operation but a fully-fledged and ‘hands on’ cruise line closely aligned to both the product and customer.

CMV also have established sales offices in Australia, USA and Germany and are estimated to carry 120,000 ocean and river cruise passenger in 2017.

In addition to the core cruising business, the Company also have other travel and leisure related interests within the group. These include a long established coach wholesaling business, a high street travel agency and business travel house with an overall shore side team of 25 staff.

This is an exciting time to join CMV as we enter into a rapid growth plan with the addition of a new ship to our fleet, Magellan (joined in March 2015). We have also just announced that we will be acquiring another new vessel to the CMV fleet; Columbus will be joining the fleet in 2017 and will take our cruise capacity to 90,000 passengers, an increase of 20%. The Shoreside Operations Assistant will play a play a pivotal role within the Customer Service team in meeting the company’s objectives and goals.

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