Supervisor, Crew Travel Ops (Philippines)

Carnival Corporation; Manila; Hybrid; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity in the Philippines, is seeking a Supervisor, Crew Travel Operations in Metro Manila. The role supervises daily crew operations, ensuring calls, emails, and chats are documented and SLAs are met.

The supervisor tracks KPIs, escalations, and adherence to attendance and procedures. Responsibilities include coaching staff, managing performance, budgeting for bookings, and maintaining training compliance.

Qualifications

• Bachelor’s degree in Tourism/ Travel Management.
• 3 years of related experience in travel/cruise line industry.
• GDS system expertise, preferably Sabre.

Responsibilities

• Supervise daily crew travel operations and ensure SLA compliance.
• Coach, counsel, and motivate employees; evaluate performance.
• Maintain relationships with Team Leads and Supervisors on shift results.
• Coordinate contingency coverage for downtimes and interruptions.
• Oversee budgeting for crew travel bookings and decisions.
• Ensure training requirements for new hires and ongoing staff.

Skills

Team supervision

Coaching & development

Performance management

Budget & resource planning

Education

Bachelor’s degree in Tourism/ Travel Management

Tools

Sabre

Job description

Job Description

Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity in the Philippines, is currently looking for Supervisor, Crew Travel Operations role. Only candidates located in Metro Manila, Philippines to apply.

Job Summary:

This position 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.

Key Accountabilities / Job 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
• 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
• Ensure resource efficiency by periodically reviewing internal application systems, procedures, and processes for crew operations and concierge functions
• Support in producing training manuals as standard operating procedure of the department

Qualifications:

• Bachelor’s degree in Tourism/ Travel Management
• With 3 years of related experience preferably in travel or cruise line industry/ travel industry
• Requires expertise in a GDS system, preferably Sabre
• Must be amenable to a hybrid work arrangement and shifting schedule