Crew Travel Agent
Carnival Cruise Lines - Miami, FL

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Job Title:
Crew Travel Agent

Area of Interest:
Customer Service/Call Center



Job Description:
Carnival Cruise Lines (“CCL”) is a branded division within Carnival Corporation, a publicly traded company founded in 1972 and headquartered in Miami. Carnival Corporation has over 90,000 employees worldwide operating 100 ships and produces over $15 billion in revenues. At any given time, there are over 270,000 people cruising with Carnival. Carnival Corporation owns a number of different cruise lines and has become the largest corporation in the cruise industry. Carnival’s portfolio of 10 leading cruise brands includes Carnival Cruise Lines, Princess Cruises, Holland America Line, and Seabourn in North America; P&O Cruises and Cunard Line in the United Kingdom; AIDA in Germany; Costa Cruises in southern Europe; Iberocruceros in Spain, and P&O Cruises in Australia.

The primary function of the Crew Travel Agent is to make travel arrangements for employees of Carnival Cruise Lines (shipboard and shore side) traveling on company business. These travel arrangements include air, hotel, car, train and limo reservations.

Responsibilities Include:

• Follows all department and company regulations as outlined in the Employee Handbook and Departmental Policy & Procedures manual.
• Sets an excellent example for others to follow by consistently showing commitment to CCL’s guest service focus & vision (“share-a-smile” program, etc.), performing duties and conducting self according to departments “creed.”
• Performs to earn management’s full confidence and protects operation by keeping information confidential, and assures discrete handling of all business.
• Contributes to the department’s effectiveness by offering information and suggestions, integrating objectives with other functions and accomplishing relating results as needed.
• Establishes effective priorities and procedures and updates them to meet changing needs.
• Performs work according to job requirements and works with accuracy and efficiency.
• Communicates and updates management on progress of assigned initiatives or related issues that require management’s attention.
• Keeps job knowledge current by staying informed and participating in training programs. Attends department meetings, workshops or seminars as required or when applicable.
• Displays cooperation and teamwork by being available on weekends, after hours, and on short notice, as required and requested by management.
• Follows set policies when requesting time off and updates voice-mail/e-mail “Out-of-Office” message prior to taking any time off. Turns over any assignments to back-up, when applicable.
• Responsible for any and all duties as assigned by management.

• Follow the Carnival Cruise Lines, Carnival Corporation, Crew and Casino Travel Policies for all shore side and ship broad employees
• Secure lowest recommendation using Bargain Finder.
• Ensure that all shell PNR’s are worked within 3 business days
• Ensure that all Full and Partial PNR’s are completed with mandatory elements and pushed over to CPS by end of business day.
• Ensure that all PNR’s are reviewed for accurate booking elements, fared correctly and at the lowest cost.
• Obtain proper approvals when airline schedule, is higher than the lowest rate available or is out of policy.
• Secure seats assignments for all air reservations, when available.
• Complete airline ticketing as per the terms of the airfare secured and/or as indicated in the travel request.
• Proactively advise crew travelers of any high fares, service changes, airline schedule changes, forced overnights or inferior schedules with alternate options.
• Assist travelers with flight interruptions caused by weather, mechanical delays or other unusual travel interruptions and follow through on all re- accommodations.
• Communicate with management any air space shortages or other services not available.
• Apply the correct form of payment to the airline tickets as well as hotel reservations.
• Apply administrative fees to all crew receivable airline tickets and walk-in accounts as per the current policy.
• Ensure that all PNR’s are reviewed for accurate booking elements, fared correctly and at the lowest cost.
• Use airline passes, travel certificates, discounts and barter funds to lower cost when available and in accordance with current guidelines.
• Ensure that we maintain excellent utilization with the airlines and suppliers.
• Ensure that the Sabre, team and assigned agent queues are worked daily.
• Queue to ARC pnr’s that need to be voided or refunded by the end of each business day.
• Deliver all monies and checks received to Airline Accounting by the end of the day.
• Answer calls through the Travel Services pilot lines.
• Assist travel requestor or traveler in training or trouble shooting any issues they may encounter with our self booking tool GetThere.
• Respond to service calls from internal guests professionally and in a timely manner. Ensure that all call backs and e-mails are responded to by end of day.
• Respond back to all e-mails and call backs daily.
• Participate in the Travel Services on-call rotation.
• Assist during a crisis.
• #CB#

• High School /GED
• Position requires a minimum of 2 years of experience as an Airline Reservations or Travel Agent.
• GDS experience making reservations, faring and ticketing.
• Proficiency in Microsoft Word, Excel and PowerPoint
• Must be detail-oriented; possess excellent analytical, organizational, written and verbal communication, and interpersonal skills.
• The ability to work effectively in a multi-tasked, fast-paced environment, under tight deadlines; and be able to analyze and resolve issues independently.
• Required to be available on weekends, after hours, and on short notice, as requested by management.
• The Crew Agent will be required to rotate weekend schedules.
- Sunday – Thursday weekly schedule
- Tuesday – Saturday weekly schedule
• Required to work a 40 hour week
• May be required to work during off hours
• Departmental hours starting at:
- 8:30AM-6:30PM (Monday through Sunday)

Benefits as a member of the Carnival Team:
• We have an industry leading benefits program that includes a comprehensive healthcare program and a dental care plan
• The Company provides the benefit of a 401(k) plan effective from your first day of eligible employment. We also offer a generous company match after one year of service and a discretionary Profit Sharing contribution in your second year of eligible employment
• Camp Carnival, accredited through the National Association for the Education of Young Children, is our on-site preschool educational program that provides developmentally appropriate educational programming for families of children ages 6 weeks through 5 years of age and up to 12 years of age during school holidays and summer vacation. Camp Carnival also provides a drop-in program for those unexpected childcare conflicts
• Club Carnival, our on-site Health & Wellness Center, provides a full range of activities including weight training machines, free weights, cardiovascular equipment, an aerobic center, resident massage therapy, certified personal trainers and a wide variety of other programs
• Carnival also offers a Tuition Reimbursement Program which allows employees to receive up to 75 percent off tuition costs for their company related professional career development
• We also provide membership to Space Coast Credit Union and we have an on-site cafeteria that serves breakfast and lunch
• We provide an Employee Stock Purchase plan for eligible employees to purchase Carnival Corporation Common Stock at a discount
• We also offer our employees Paid Time Off, Sick Time and paid holidays
• We also offer our employees company-paid term life insurance and long term disability coverage, employee-paid optional life insurance and other voluntary insurance programs
• Carnival is delighted to offer two complimentary “Fun Ship” cruises a year (based on available space and seniority) as well as discounted rates to friends and family in addition to other discounts to local and neighborhood vendors

About this company
369 reviews
Carnival is "The World's Most Popular Cruise Line®", with 23 ships operating three to 17 day voyages to The Bahamas,...