Crew Relations Specialist Royal Caribbean International

Reporting to the HR Manager and supervised by the Crew Administrator, this position is responsible for providing administrative support to the HR division for crew related issues. Manages the berthing and par level processes for all crew members and provides reports for each voyage. Coordinates the crew emergency plan numbers. Assists the Crew Administrator with Crew Immigration/Customs with specific duties during the sign-on & sign-off process. This includes assigning name badges and cabin keys at sign-on and collecting these at sign-off. Responsibilities include coordinating repatriation for all crew by providing re-employment letters. Processes all employee cruise requests with shoreside. Organizes crew activities/events and manages crew welfare. Performs HR administrative duties as directed by the HR Manager.

Royal Caribbean International expects each shipboard management team member to relentlessly exemplify the principles of the Anchored in Excellence Credo to all team members. In addition, all duties and responsibilities are to be performed in accordance with Royal Caribbean International’s The Royal Way, SQM standards, USPH guidelines, environmental, and safety policies.

1. In accordance with Royal Caribbean International’s philosophy of Anchored in Excellence, each employee conducts oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crew areas.
2. Provides information and services to shipboard employees with regards to orientating, assigning and retrieving berthing, equipment, and written literature. Issues cabins and bulk assignments to all Officers, Staff and Crew. Records all cabin and crew changes and prepares berthing report for each voyage. Assigns crew emergency numbers, name badges and cabin keys. Collects all items when shipboard employees sign-off.

3. Assists with the crew sign-on and sign-off process, as directed by the Crew Admin. Manager, reviewing immigration documentation such as passports, visas, Alien Resident Cards (ARC), Letters of Re-Employment, etc. to determine validity of documents. Refers unusual documentation to the Crew Admin. Manager and HR Manager.

4. Ensure accuracy of employee records
5. Conducts/coordinates weekly cabin inspections and reports discrepancies.
6. With the full support of the HR team, helps organize and delivers activities for the crew that foster good shipboard employee morale. Assists in managing the Crew Welfare Fund.
7. Maintains an awareness of the shipboard employee morale. Gathers information to make recommendations to maintain a positive environment.
8. Prepares a variety of reports and letters utilizing personal computer system and equipment.
9. Coordinates with the shore-side support group the repatriation process for shipboard employees.
10. Prepares Letters of Re-employment for new contracts.
11. Maintains strict numbering and inventory of the Letters of Re-employment.
12. Performs a variety of related duties, as directed by the HR Manager and/or Crew Admin. Manager.
13. Works with the shipboard Financial team in a cooperative, productive, and effective manner including, but not limited to, assistance with Payroll Stuffing.
14. Administers the shipboard employee cruise privileges to ensure that all cruise requests submitted by the crew are processed onboard and submitted to HR shore-side.
15. Observes flexible desk hours based on the itinerary and needs of the crew answering inquiries pertaining to services and general information. Responds to concerns or complaints from any crewmember in a considerate, professional and positive manner. Takes ownership of concerns, follows up and consults with the HR Manager and/or Crew Administrator as necessary.
16. Ensures the continuous updating of clear and concise handover notes to eliminate any possible miscommunication that compromises the efficiency of set processes.
17. Maintains safe, secure, and healthy environment by enforcing organizational standards, procedures, and legal regulations. Attends mandatory Crew and Guest Safety drills as required, including meetings, training activities, courses and all other work-related activities. Where appropriate, participates in meetings to address and resolve quality concerns and to continuously identify improvement opportunities.
18. Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.

Hiring Requirements:

• Minimum 1 year prior administrative experience within a hospitality industry
• Completion of high school or basic education equivalency preferred.
• Working knowledge of onboard computer systems, internet access, and the ability to navigate within variety software packages such as MS Office
• Ability to work positively and cooperatively in a diverse team environment and to interact with a wide variety of ethnic diversity.
• Ability to interact in a professional and courteous manner with all officers, staff and crew.
• Ability to conduct activities to enhance crew morale and employee satisfaction
• Ability to work within the constraints of a crew welfare budget
• Ability to work independently as well as part of a closely-knit team
• Ability to maintain confidentiality when dealing with crew information
• Excellent interpersonal and people skills