Communication Services Manager
Norwegian Cruise Line Holdings · Norwegian Cruise Line
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The Communication Services Manager will be responsible for overseeing and managing all communication revenue products on the ship, including guest and crew internet, cellular land & sea services, the Norwegian app, and stateroom phones. With a dedicated focus on driving sales, marketing, achieving revenue targets, and providing Level 1 guest-facing technical support, the primary role is to ensure a seamless and efficient communication experience for guests and crew. The CSM will manage the ship's Internet Café and other communication services, work closely with the IT support team, Guest Services, and other onboard departments, while playing a vital role in maximizing revenue through communication package sales.
Essential Functions
Internet Cafe: Manage day-to-day operations of the Internet Café, ensuring it is open during specified hours, and fully operational throughout the cruise duration. The Internet Café supports all guest and crew communication needs including internet connection, the Norwegian app, cellular land and sea services, and stateroom phones.
Achieving Revenue Targets: Develop and execute strategies to achieve revenue targets for all communications revenue products. Monitor sales performance regularly and adjust as needed to meet or exceed goals.
Communications Package Sales & Marketing: Create and implement effective daily marketing initiatives through all onboard channels to promote internet packages and other communication services to guests and crew members. Collaborate with the Shoreside Onboard Revenue department to develop promotional materials and targeted campaigns.
Level 1 Technical Support: Provide courteous and efficient Level 1 technical support to all guests and crew members regarding internet connectivity, login assistance, and basic software-related issues. Escalate complex technical problems to the ship's IT support team when necessary.
Equipment Maintenance: Oversee the maintenance and functionality of communications equipment, including computers, printers, stateroom phones, and other related devices. Report any technical issues to the ship's IT support team promptly.
Training: Train and support the relevant personnel to deliver excellent customer service, Level 1 technical support, and assist with sales efforts.
Feedback Collection: Gather feedback from guests and crew members regarding communication services and identify areas for improvement to enhance the guest and crew experience and sales drive.
Budget Management: Assist in managing the communication services budget, including tracking expenses related to internet packages, equipment, and supplies.
Sales Reporting: Provide regular reports on sales performance, revenue achievements, and marketing efforts related to communication revenue products to the ship's management.
Safety and Compliance: Adhere to all safety and environmental regulations set by the cruise line and ensure that guests and crew are informed about communication usage guidelines.
Qualifications
Hospitality Management.
Previous experience in sales, marketing and/or customer service.
Strong knowledge of computer systems, software, and networking preferred but not required.
Exceptional interpersonal and communication skills to interact effectively with guests, crew members, and external vendors.
Experience in achieving revenue targets and driving sales growth for communication revenue products.
Problem-solving and troubleshooting abilities to resolve Guest Level 1 technical issues to navigate user interfaces for app, social media, and internet connectivity.
Ability to work under pressure in a fast-paced environment and adapt to changing priorities.
Fluency in English (additional languages are advantageous).
Education
High school diploma or equivalent (Bachelor's degree in a related field is a plus).
EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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