Job Description

• Bachelor\'s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum of 3 years\' experience in cruise operations, travel, or a related industry, preferably within a B2B environment.
• Strong understanding of travel agency operations and the ability to work effectively with agents and industry partners.
• Excellent organizational and communication skills, with a proven ability to manage multiple tasks and tight deadlines.
• Proficiency in CRM systems, MS Office Suite, and other relevant software.
• Knowledge of international maritime regulations and cruise logistics is a plus.
• Strong problem-solving abilities, with a focus on delivering high-quality customer service.

Responsibilities

• Agent & Partner Coordination:

• Serve as the primary operational contact for travel agents, responding to inquiries related to cruise itineraries, logistics, and passenger services.
• Work closely with travel agents to ensure smooth coordination of cruise packages, including special requests and customization.
• Build and maintain relationships with external suppliers, port authorities, and cruise operators to streamline operations.
• Cruise Logistics:

• Oversee the operational logistics of cruise bookings, including guest transfers, port arrangements, and shore excursions, ensuring all aspects align with the agents\' requirements.
• Manage schedules and timelines for multiple cruise itineraries, making sure all services are delivered to meet contractual obligations with our agents.
• Service Excellence:

• Ensure a high standard of service delivery to travel agents by anticipating their needs and troubleshooting any operational issues that arise before, during, or after the cruise.
• Resolve guest and agent concerns in a timely and professional manner, maintaining high levels of satisfaction and service excellence.
• Compliance & Safety:

• Ensure all cruise operations are compliant with international maritime regulations, health, and safety standards.
• Oversee the implementation of safety and emergency protocols, working in collaboration with the cruise operators.
• Performance & Reporting:

• Monitor cruise service performance and provide operational feedback to internal teams to enhance service delivery.
• Prepare and analyze operational reports, identifying areas for improvement in our B2B cruise offerings.

Benefits

• Annual Company trip (For Confirmed Employees)
• Group PA insurance (For Confirmed Employees)
• Yearly Bonus depending on Company performance and reflect to Individual performance
• Twice performance appraisal review annually to identify room for improvement process
• Outpatient medical coverage from registered clinics
• Employee price for travel packages (For Confirmed Employees)
• Company uniform provided
• Travelling claims by receipt
• Monthly training arrangements from Company
• Exclusive employee HR software applications (leaves, claims, payslips etc)
• At least once a year Team Building arrangements
• Monthly / Weekly Company sports & recreations for everyone

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Annual Bonus
• Medical Insurance
• Training Provided
• Company Trip
• 5 Working Days

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