Onboard Sales Director

JOB SUMMARY: Responsible for the revenue, strategy, and management of the onboard sales program. Oversee recruitment, hiring, scheduling, training and management of the onboard Cruise Consultants. Daily administration of the Onboard Sales program by handling escalated issues, ensuring all customer inquiries are resolved in a timely manner, monitoring, and improving team performance of the Cruise Consultants.

DUTIES & RESPONSIBILITIES:

• Manage team of Cruise Consultants to exceed established onboard revenue goals.
• Develop booking goals and analyzes gross sales and conversion reports. Summarize and analyze information regarding booking trends, guest behavior and identifies trends pertaining to onboard sales program.
• Identify methods to streamline processes to create more efficiency while increasing sales within the team. Work in coordination with Sales Operations /Finance/ Revenue Management team regarding sales targets, develop tests and identify how to increase sales insight (i.e., prospect sales, unique/occupied cabin penetration, target marketing etc).
• Work closely with Leadership to identify and escalate all opportunities for process and/or product improvement for review. Implement and coordinates program changes and communicates changes appropriately.
• Develop, enhance, and implement standardization of department infrastructure fleet wide. Partnership with Onboard Revenue, Hotel Operations and Loyalty Marketing teams to align and enhance procedures.
• Work closely with Marketing to create onboard print and digital materials. Measure the success of programs and identifies areas of improvement.
• Facilitate bi-weekly conference calls with Cruise Consultants onboard, international offices, and other departments to discuss sales metrics. Identify improvement opportunities and provide timely and effective feedback.
• Manage the recruiting and onboarding for Cruise Consultants as necessary. Conduct performance appraisals and maintain accurate employment records, detailing performance development or employment actions, for CruiseNext Consultants and CruiseNext Managers.
• Handle all escalations from the ships along with international offices, Guest Services and the Executive team. Works closely with ship staff, senior management, and international team to resolve guest inquiries in a timely manner.
• Work closely with Sales Ops for all sales reporting to team and commission calculations and payments.
• Maintain program updates including but not limited to collateral updates based on Terms & Conditions modifications, marketing and collateral modifications and crew to guest communication components. Communicates information to team members from various departments regarding program changes and procedures.
• Perform other job-related functions as assigned.

QUALIFICATIONS

DEGREE TYPE: Bachelor's Degree

FIELD(S) OF STUDY: Business Administration, Sales, Hospitality, or Marketing

EXPERIENCE: 5 years sales management or related travel industry experience. Direct sales experience preferred.

COMPETENCIES/SKILLS:

• Excellent leadership, interpersonal, verbal and written communication skills required to effectively communicate with all levels.
• Must have proven sales and management ability.
• Knowledge of principles and methods for promoting and selling products.
• Proficiency with Microsoft Office software.
• Strong analytical skills required to review program's performance, reporting and identify trends and opportunities for product or process improvement.
• Negotiation and problem-solving skills and the ability to think through solutions is required in order to balance the interests of the guests and guest satisfaction while ensuring revenue and adherence to Program guidelines.
• Strong leadership and interpersonal skills needed to work successfully in a team-based environment and cross-departmental role.
• Excellent organization and multi-tasking skills to effectively and efficiently handle a multitude of different issues and priorities simultaneously.
• Must be able to work a flexible schedule.
• Must be willing to travel to ships on a regular basis.

To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.