Reports To: Captain / Guest Services Manager
- The thorough collection, accurate compilation, effective administration, timely production and legal compliance of all official documentation related to:
-Guests and guest movement
-Team members and team members movement
- The timely and accurate communication and organized recordkeeping of all related official printed documentation, certificates, regulatory forms and the required electronic reporting to all pertinent authorities.
- The effective organization of the embarkation and disembarkation processes.
- Providing guidance, direction and supervision to the Guest Services Administrator.
The Documentation Manager is the gatekeeper and will interact with department managers and shoreside
local port agent and authorities to achieve these goals. Given the critical importance of this function and
as it relates to deadlines of filings and accuracy of reports, at all times and without fail, the DM is to keep
the Guest Services Manager aware of any issues, exceptions or roadblocks that could affect the deadline
or the effective and accurate delivery of any responsibility listed.
- Ensure adherence to the Accounting Policy 2.08: Privacy and Communication to protect guest and team members personal information (PI) when communicating with Port Agents, Tour Operators, Immigration Officials, etc.
- Ensure the Guest and team members manifests in Fidelio are always kept up to date and accurate.
- Create and maintain all reports associated with guest, service staff and team members movement.
- Monitor, account for, distribute and file all daily movement reports – on/off, GCD, NO SHOW, Expected Movements, SOLAS, etc. as specified in the Company policies.
- Prepare and send the passenger/team members ETA’s, e-NOA/D file to U.S. CBP and U.S. Coast Guard, upon sailing or entry as required, and in accordance with U.S. Government and international regulations.
- Plan, organize and coordinate the disembarkation and embarkation setups and procedures with ship and ground staff in Home Ports, as well as the clearance of the vessel with local authorities in each way port.
- Maintain an up-to-date file of required ship certificates and documentation relating to port
- Handle all immigration, customs and visa matters with regards to embarkation, disembarkation and calls in way ports.
-Check validity of passports and visas with the assistance of dedicated support staff.
-Ensure all team members, service staff and guests’ documentation are in compliance with legal citizenship/visa requirements for upcoming itineraries.
-Coordinate and supervise clearance procedures for in-transit guests and service staff.
-Prepare all documentation, invitations, letters, reports, and communication related to In-transit, CVG guests’, service staff and non-revenue passenger administration.
-Ensure adequate onboard facilities and proper set up are in place for local authorities as necessary for clearances.
- Account for, keep and safeguard ALL team members passports and Seaman’s Books, Service Staff as well as Guest passports, when and as required by itinerary.
-Preparation and administration of guest passport collection and distribution procedures with the assistance of dedicated support staff.
-Complete Seaman’s Books for team members and related administration, including sign on/off processing.
- Responsible for the upkeep and maintenance of the Monsterol of all team members.
- Work closely with HR shipboard management and Corporate HR Office by communicating all matters including repatriation/embarkation information, travel arrangements and documentation requirements.
- Responsible for the timely submission and proper manifesting of items scheduled for offload from the vessel.
- Manage the Guest Services Administrator, who is the DM’s direct report:
-Provide guidance and oversight, ensuring completion of their daily duties in accordance with policies and brand procedures.
-Conduct regular performance reviews per company standard.
-Keep open lines of communication with the GSM on the performance of the Assistant.
- Handle and resolve guest issues arising from documentation issues.
- Ensure all requests and questions are courteously, promptly, and efficiently handled in accordance with company policies and ensure that follow up is consistent and without delay.
- Provide answers, alternatives and solutions to issues presented by local port agents and authorities.
- Promptly report situations that require the attention of the Guest Services Manager.
- Actively participate in Guest Services Power Meetings by sharing important information and any recent updates relevant to the documentation requirements.
- Maintain positive, effective, and respectful working relationships with co-workers, supervisors, managers, and officers within and across department boundaries.
- Comply with company policy regarding waste separation and environmental compliance.
- Must be familiar and adhere with the Safety and Environmental Protection Policy and the SEMS and carry out the policies and procedures appropriate for their position.
- Uphold and display high standards of professionalism, integrity, honesty, attendance, punctuality, and personal appearance.
- Perform other logically related duties as assigned or as directed.
- Champions the use of the Navigator App experience tools to drive greater onboard revenue and guest satisfaction performance.
- Perform other miscellaneous duties and tasks as assigned by the Head of Department.
- Minimum preferred education: Associates Degree
- Discipline/Major: Collage or University degree or equivalent experience in hospitality management, business administration or a related field. International equivalent suffices.
- Additional Preferred Education/Certifications: Marlins Score 95 or above. Multi-lingual ability preferred but not a must. A valid STCW certificate.
- Years and area of professional experience (required for the role): Minimum 2-year managing experience within a Hotel/Hospitality Environment or a minimum of 1-year shipboard experience as Team members manager / supervisor or Purser position onboard ships.
- The ability to work effectively and constructively with diverse local officials as well as across the organization both shipboard and corporate. Strong time management effectiveness, the ability to deal with multiple simultaneous priorities and armed with strong organizational skills. Being open minded, flexible, and able to handle constantly changing priorities. Must be genuinely interested in working with and helping guests and team members, regardless of the difficulty of the situations. A demonstrated commitment and ability to execute and deliver.
- A strong working knowledge of Microsoft Word, Excel, Outlook and PowerPoint. Experience with other computer systems and programs is an advantage.
- Cruise industry experience is strongly preferred
- Must be able to work varied shifts which can average up to 11 hours per day, every day while on board.
- Must be able to perform normal and assigned emergency duties. Must be able to don a lifejacket or immersion suit; crawl; feel for differences in temperatures; handle firefighting equipment; and wear breathing apparatus (where required as part of duties).
- Must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
- Must be able to maintain qualification of the Seafarer Medical Examination and pass the basic safety course.
- While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. Must be able to work within different temperature ranges
and changes— e.g., indoors to outdoors, hot climate, etc.
- Passport – valid for a minimum of 6 months beyond a working assignment.
- Seafarer Medical Examination to declare fit for duty onboard ships.
- Must be able to acquire a United States C1D Visa, if required.
- Must be able to acquire a European Union Schengen Visa, if required.