Job Description

SHIPBOARD POSITION: THIS POSITION IS TO WORK ON BOARD ONE OF OUR SHIPS

POSITION SUMMARY

The Marketing & Revenue (M&R) Manager is responsible for the direction, leadership, and optimization of all shipboard revenue operations and initiatives onboard their respective vessel. The M&R Manager analyzes financial data, develops tactical plans to address revenue short falls, institutes cross-marketing and sales strategies, and motivates the sales force across all onboard revenue departments towards achieving their goals. The role also administers the Royal Caribbean International onboard marketing and revenue standards to ensure consistency throughout the fleet. As a department head, the M&R Manager collaborates with all shipboard management in the decision-making process and implementation of all aspects impacting onboard revenue generation and is ultimately responsible for meeting or exceeding planned net shipboard revenue APD (per person per day) targets for their respective ship. In addition, the M&R Manager is a key stakeholder in ensuring their ship delivers the best possible guest experience with high emphasis on maximizing guest satisfaction and guest net promoter scores (NPS).

This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Employees may be required to perform any other job-related duties assigned by their supervisor or management. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

KEY RESPONSIBILITIES

• Analyzes marketing programs and associated revenue to develop and/or adjust strategies and tactics to increase guest participation. Develops marketing promotion plans for improving or increasing profitability of the revenue areas onboard the vessel. Works directly with the Cruise Director to identify optimal scheduling opportunities.
• Meets regularly with onboard management team to discuss revenue forecasts, actual performance, and promotional activities. Works with onboard revenue areas to create and implement marketing promotion plans. Tracks performance of plans and reports findings to management team. Makes recommendations for implementing and/or adjusting plans for future utilization.
• Provides revenue areas with profitability performance feedback daily by producing the Revenue Flow Analysis (RFA) report.
• Participates with the onboard management team in formulating operating decisions regarding early arrivals, late departures, itinerary changes, etc.
• Ensures consistent brand standard image for guest-contact promotional materials and events. This includes monitoring the promotion of onboard printed material including the Cruise Compass, television/electronic media, direct-to-Stateroom mail, and point-of-purchase displays. Assists in scripting “word of mouth” advertising and activity announcements to promote revenue areas.
• Works with all levels of shipboard employees and management in a positive and productive manner. Works with the Learning & Development Consultant to implement sales related training programs for employees and management.
• Acts as liaison with various shoreside managers and directors and provides feedback regarding itineraries, deployment schedules, and groups and charters as they relate to revenue production and marketing.
• Communicates directly with shoreside management, when necessary, on issues relating to their respective revenue area onboard.
• Coaches and provides performance feedback to direct reports on an ongoing basis and performs end of contract evaluations for each of them.
• Attends meetings, training activities, courses and all other work-related activities as required.
• In accordance with Royal Caribbean International’s Royal Way Standards, each employee always conducts oneself in a professional and courteous manner. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
• Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.

All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s Royal Way Standards, SQM standards, USPH guidelines, environmental, and safety policies. Each shipboard employee may be required to perform all functions in various service venues and throughout the ship.

SKILLS & QUALIFICATIONS

• Prior experience as a manager of a revenue generating area onboard is required.
• Bachelor’s degree in marketing, business administration or related field from an accredited university or college, or the international equivalent preferred.
• Proven leadership experience overseeing diverse teams of 50+ team members.
• Three to five years’ experience in revenue generation, marketing promotions, market research and/or sales analysis.
• Minimum three years of related shipboard experience.
• Working knowledge of sales analysis techniques and point of sales (POS) systems preferred.
• Knowledge of principles and processes for providing customer and personal service including needs assessment techniques, quality service standards and customer satisfaction evaluation techniques.
• Ability to conduct focus groups and presentations.
• Ability to interact appropriately with all levels of employees and management.
• Ability to lead management group in brainstorming sessions.
• Working knowledge of computers, such as Excel, Word, or related programs.
• Ability to produce computer graphs and related images.
• Knowledge of Adobe InDesign preferred.

LANGUAGE REQUIREMENTS

• Ability to speak English clearly, distinctly, and cordially with guests.
• Ability to read and write English to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers. In accordance with this is the ability to write reports and letters grammatically correct in English.
• Ability to speak additional languages such as Spanish, French, or German preferred.

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