Operations Executive River Cruise

5 months ago

Luton, United Kingdom TUI Group Full time

Luton, United Kingdom-
- 126658-
- Hybrid-
- Permanent-
- Full Time-
- 37.5 hoursA fantastic opportunity to work for a leading travel company and the UK’s largest tour operator. The Operations Executive - River Cruise will be responsible for supporting the delivery of agreed operational standards across the TUI River Cruise fleet. Reporting into the Operations Manager - River Cruise and working closely with our on-board teams and key suppliers (Cruise Experience Managers, Hotel Operations & Entertainment) The Operations Executive will play a key role and link between the Onboard Operations and Head office functions & creating close working relationships across the wider internal teams in CX and Destination Planning.
- You will support in documenting and monitoring operational procedures and service standards, to ensure the continued integrity of the TUI River Cruise Brand. You will assist the Operations Managers & onboard Cruise Experience Managers, as well as supporting close working relationships with our ship management partners. These key relationships will be essential to supporting both the day-to-day operations as well looking at developing operational improvements and efficiencies. Engagement and sustainability are also integral to River Cruise operations and support in helping develop and deliver the strategy in these areas will be required.

**ABOUT THE JOB**
- Provide ongoing support to the Cruise Experience Managers to ensure operations are conducted as per TUI operational procedures & collate their weekly report summaries; Highlighting successes, challenges and provide relevant feedback to wider teams and colleagues in planning, CX and technical.
- Documentation and maintenance of on-board SOPs, Service level Agreements and operational delivery guidelines. Ensure all guidelines and service standards are adhered to, audited, and updated as necessary to ensure a consistent and efficient delivery across the fleet.
- Working with operational teams to help deliver strategic operational projects, costs management tasks and wider customer facing initiatives incl. but not limited to; themed cruises, on-board concept development / implementation, sustainability initiatives, navigate progression, revenue driving initiatives and working closely with wider CX and Destination Planning teams to ensure all operational requirements and feedback is factored into any decision-making processes.
- Review CSQs, drive CSQ action planning alongside the CX executive and assist with monthly operational updates.
- Support onboard crew recognition, engagement, and retention to ensure we keep high performing crew members within the product and working with suppliers on development and retention.
- Collating feedback on all onboard sales figures and revenue generated and support in identifying any new revenue streams.
- Ensure any action plans and in service logs are set, followed up and closed and support the documenting of supplier meeting minutes and actions.
- Following a couple of months into role and on agreement of Senior Operations Manager you will be included within the on-call rota for managing out of hours’ operational disruption and keeping seasonal disruption tracker up to date; Helping to log details on root cause, impact and any associated payments/costs involved.
- Support in ensuring onboard complaint management is being carried out; cases are being logged and closed down and monthly summaries reviewed to ensure we’re actioning any root causes and keeping track of compensation payments.

**ABOUT YOU**
- A pro-active and organised team player
- Excellent judgment and prioritisation skills to work efficiently through competing demands for time, resource and budget.
- An excellent communicator with a demonstrable track record of building effective working relationships with diverse teams and the ability to challenge, influence & negotiate internal and external stakeholders.
- A reliable and self-motivating colleague, who can proactively identify problems and work through solutions without needing prompting or supervision.
- Knowledge of River Cruise Industry / Operations desirable but not required.
- Knowledge / experience of River Cruise / Cruise / Hotel / Excursion Operations preferred
- Good working knowledge of MS Office including Outlook, Word, Excel & PowerPoint preferred to support in pulling together reports and presentations on operational delivery and summaries.

**ABOUT OUR OFFER**
- Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
- Health and Wellbeing support in five key areas - Financial, Health, Social, Community and Career
- Discretionary Bonus Scheme
- Excellent rates with foreign exchange
- Pension scheme and life assurance.
- We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary

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