The Membership Services Assistant Manager provides operational and strategic support across the entire fleet Membership Services teams. This role ensures all ships have sufficient resources, training, and standardized policies to maintain and enhance members cruising experience.
Job Responsibilities
- Provide consistent and effective operational support to the fleet Membership Services teams to ensure smooth daily operations across all ships.
- Maintain ongoing communication with internal stakeholders to gather feedback, address operational issues, and deliver appropriate support and trainings.
- Develop, drive and support initiatives to enhance the customer services quality, consistency and efficiency of the Membership Services experience across the fleet.
- Standardize departmental policies, Standard Operating Procedures (SOPs), and service workflows across all ships.
- Liaise with other departments such as but not limited to Crewing HR, Purchasing, and IT to secure operational resources and implement process improvements.
- Lead the talent acquisition and development processes for fleet Membership Services, including identifying high-potential crew members for future growth.
- Carry out administrative tasks such as preparing purchase requests, arranging crew manning schedules, and managing documentation.
- Compile, analyze, and submit Membership Services reports (daily, weekly, monthly), providing insight- driven recommendations for performance improvement.
- Undertake periodic cruise ship duties for operational support, audits, onboarding training, and service evaluations.
- Be available to work on weekends, public holidays, and outside regular office hours in alignment with cruise schedules or urgent operational needs.
- Perform other ad-hoc duties as assigned by the management team.
Job Requirements
- Diploma or Degree in Hospitality, Business Administration, or a related field.
- Minimum of 3 years experience in customer service, cruise operations, or administrative roles, preferably with shipboard exposure.
- Proficient in Microsoft 365 (Word, Excel, PowerPoint, Outlook, and OneDrive)
