Supervisor, Crew Travel Ops (Philippines)

Carnival Corporation; Metro Manila; Hybrid; PHP 391,000 - 614,000; 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, invites applicants for the role of Supervisor, Crew Travel Operations. The position is based in Metro Manila, PH, and requires oversight of daily crew travel operations and service levels.

You will supervise calls, emails, and chats, ensuring documentation and adherence to policies. You will monitor KPIs, manage staffing, and implement training for continuous improvements.

Qualifications

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

Responsibilities

• Supervise daily crew travel operations to meet SLA targets for calls, emails, and chats.
• Manage team performance; coach, counsel and motivate staff; evaluate performance; address concerns with HR guidance.
• Coordinate with Team Leads and co-Supervisors; communicate expectations; monitor results; provide coaching and disciplining as needed.
• Assist in contingency planning for downtimes, connection issues, and weather interruptions to maintain staffing levels.
• Maintain budgetary control over crew travel bookings and related decisions for emergencies.
• Oversee training for new hires and existing staff to align with process improvements and new procedures.

Skills

Team leadership

SLA management

Coaching

Performance metrics

Education

Bachelors degree in Tourism/ Travel Management

Tools

Sabre GDS

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 asneeded 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

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