Entertainment Operations Analyst

Job Description

As an Entertainment Operations Analyst you will be responsible for monitoring and reporting on guest satisfaction metrics, managing reconciliation reports for Entertainment Departments, and collaborating with Finance to track and adjust operational budgets. This role involves utilizing various tools, including Qualtrics, Essbase, Tableau, and recruiting software, to analyze data, identify trends, and facilitate informed decision-making.

Essential Functions: 

• Budget Management: Collaborate with Finance and the Entertainment Leadership team to submit annual budget plans based on previous years' actuals, considering trends, and incorporating assumptions and operational changes. Collaborate with IT and the Entertainment Leadership team to create ad-hoc reports and create operational dashboards to provide insight to spending trends. Utilize Essbase, Tableau, and other financial software to track adherence to operational budget. Provide regular updates on budget performance, identifying areas for improvement or cost-saving opportunities.
• Guest Satisfaction Reporting: Track and report monthly, Year-Over-Year (YOY), and Year-to-Date (YTD) Guest Satisfaction and Net Promoter scores using Qualtrics. Maintain the Qualtrics Entertainment survey comment word model and create dashboards to assist the Entertainment Leadership team in reviewing guest feedback. Identify root causes of negative feedback, including unforeseen operational changes, demographics, itinerary adjustments, and emerging trends.
• Entertainment Department Reconciliation: Collect reconciliation reports from all Entertainment Departments monthly. Consolidate and submit reports to the Finance department, ensuring accuracy and completeness.
• Operational Expense Monitoring: Inform the Finance Department of any unexpected changes in operational expenses promptly. Collaborate with Finance to adjust operational expenses forecast based on real-time data.
• Guest Demographics Database: Maintain a database of guest demographics, updating it throughout the year to reflect changes that may impact operations. Collaborate with relevant teams to ensure accurate and up-to-date demographic information.
• Recruiting and KPI Tracking: Download data from Rose recruiting systems to track conversion rates of applicants and leads coming from social media to assist the Director on Entertainment Marketing and Revenue in developing our social media strategy for recruiting purposes.

Qualifications: 

• Bachelor's Degree Statistics, Finance, Business
• 5+ years of data analytics and financial reporting experience, preferably in the hospitality or entertainment industry.

Knowledge, Skills and Abilities:

• Expert Excel knowledge and skills required.
• Experience with Tableau, Medallia, Clarabridge preferred.
• SQL, Microsoft Excel, Data Visualization
• Excellent verbal and written skills.
• Knowledgeable in data analysis, data integration, data modeling, and databases.
• Strong organizational and project management skills.
• Ability to apply critical thinking skills in order to understand business issues.
• Able to model data effectively

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Travel: No Travel

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

The range for this role’s base salary is $51,600 - $75,300.  Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement 
  • On-site preschool program and wellness center at our Miami campus

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