Shoreside Operations Manager

The Shoreside Operations Manager will report directly to the Head of Customer Services. 

Duties & Responsibilities 

• To take full responsibility and liaise with all Port Agents and Cruise Terminal Managers to ensure all requirements are in place for an efficient turnaround. 

• Ensure all terminals are laid out to a specific plan ensuring the passenger experience is seamless. 

• Attend each vessels’ start of the season call ensuring they have all the necessary equipment for check in and the season, including banners, carpets, teardrop flags, and any other signage. 

• To proactively think of ways to enhance the customer experience through all areas of the customer journey as well as all touch points from paperwork to appearance. 

• To look at and in conjunction with Marketing to design a TV Screen image for embarkation and also a video for waiting passengers. 

• Ensure all information regarding UK ports is correct and updated regularly for the Sales Team and Customer Services.  Also, ensuring the website is up to date at all times.

• To ensure all coach transfers are booked in a timely manner and all the information is correct including pricing.  Liaising with the SOA (Transport) to ensure coach manifests are administered correctly and information passed to the correct department for each turnaround. 

• To liaise with suppliers regarding new ideas i.e. Thames Clipper and produce a feasibility study.

• To take full responsibility of sending final manifests and all relevant information to the vessels, ensuring that the ships are provided with the necessary information ahead of sailing.  

• To ensure the production of all turnaround manifests and reports for the appropriate departments on board and shore side agents are administered in the correct timeframe. 

• To assist the Groups Department with allocating embark & debark timings. 

• To oversee all information for FAM trips and Student ship visits are sent.  

• To oversee information sent to Guest Acts, Lecturers, Craft Instructors and Staff travelling on board each vessel. 

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

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

• 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. 

• Collate all CSQ information and analyse passing to ports for their information. 

• To attend various meetings around the UK to promote CMV and build relationships will all port staff. 

• Liaise with Car Park providers ensuring costs are in line with all ports in the UK.   

• Ensure all information regarding car parks is correct on the Website and the administration teams are aware of procedures. 

• To develop and maintain relationships with partners

• To hold annual appraisals with each member of staff, reviewing their progress and encouraging personal development by setting targets. To discuss and resolve any issues.  

• To develop a procedures manual is in place along with an ‘action plan’ for any ship delays.

• To liaise with Luggage Companies for our passenger’s seamless journey experience. 

• Liaise with specialised companies i.e. Mobility at Sea, Omega Aeromedical for passengers with specific medical requirements. 

• To manage all overnight events in conjunction with the Customer Services Manager ensuring embarkation is staffed correctly.