DMC Cruise Operations Coordinator

Position Summary

Reporting to the Cruise Operations Manager (or as assigned), this role supports the seamless delivery of high-quality shore excursions, pre-and post-cruise itineraries, and extended land programs for our cruise clients across the USA and Canada. The Cruise Operations Coordinator will play a key role in ensuring smooth operations and delivering exceptional guest experiences.

Responsibilities and Accountabilities

• Coordinate ground services for cruise ships visiting the USA & Canada, following established processes and procedures.
• Provide accurate reconfirmation and documentation on all necessary services, including guides and transportation, ensuring accuracy and timely delivery.
• Act as the on-the-ground support for Akorn during port calls, addressing operational queries and ensuring smooth execution.
• Assist Operation Specialists and remote teams with office support dealing with last minute questions and adjustments before and on a cruise ship call day.
• Communicate with onboard cruise staff to coordinate shore excursion operations and resolve any service-related issues.
• Finalize tour details within 24 hours of port operations and provide necessary documentation.
• Maintain strong relationships with suppliers and clients to ensure high service standards.
• Assist the Commercial Team in contracting rates and ensuring product availability.
• Support itinerary development, tour descriptions, and brochure content as needed.
• Contribute to tour proposals and assist with data entry for RFP proposals.
• Perform additional tasks as required by management.

Skills and Abilities

• High degree of attention to detail.
• Lateral thinking and ability to problem solve essential
• A team player with an enthusiastic and positive approach
• The ability to face challenges head on and a ‘can do and hands on’ attitude
• Time management skills essential.
• Committed to the highest level of customer service.
• Excellent written and verbal communication skills.
• Have the desire to work in a creative environment & willingness to travel

Education and Experience

• Previous experience in the travel and tourism industry, with direct cruise experience preferred.
• Previous experience in the Cruise/Groups industry is preferred.
• Sound operational understanding of logistics of groups movements
• Experience using an in-house Reservations system (Travel Studio preferred)
• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook

Special requirements

• Travel may be required as part of this role, domestically and internationally. (and maintain a current passport)
• Ability to work flexible hours – Weekend, Public Holidays, and some late evenings during the cruise season is a requirement of this role.
• Must have own mode of transport
• This position will require assistance with emergency after hours’ phone on a rotating roster.

A&K offers a large portfolio of competitive benefits to all eligible, fulltime employees including an employee bonus plan. Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts through use of an IATAN Travel Professional card. Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with generous company match.