Guest Communications Specialist
Company Overview
At Carnival Cruise Line, our mission is to create safe, fun, and memorable vacations at a great value. As a valued member of our team, you'll actively contribute to developing exceptional travel experiences and unforgettable moments, every single day. Your Carnival journey begins here!
Our Culture Essentials
Joining the Carnival team means embracing our six Culture Essentials, which are the cornerstone values shaping our identity, principles, and actions. These beliefs and behaviors not only define who we are but also unite us as a team, guiding us in decision-making, fostering relationships, tackling challenges, and reaching milestones. These culture essentials propel us toward a shared vision of success, ensuring a collective effort in shaping our future.
- Speak Up
- Respect & Protect
- Empower
- Improve
- Listen & Learn
- Communicate
Responsibilities
Job Description
The Guest Communications Specialist is part of a 24/7 team that supports various stakeholders, collaborating with both shipboard and shoreside teams to independently create and deploy guest and crew communications, routine and on-demand including web content for all social media sources representing company communications.
Essential Functions:
- Responsible for the creation and dissemination of content for all scripted material, including but not limited to shipboard announcements for the captains, letters to guests on board, some with timely, critical safety information, embarkation letters, executing automated calls to all guests, text messages, reactive statements to questions, talking points, onboard digital screen announcements. etc. and notifications to the fleet on important events. Create and deploy emails, calls, and text messages when urgent business needs arise; keep stakeholder areas informed of internal and external occurrences, i.e., social media, trade, PR, and contact center.
- Create pre-cruise guest/travel agent/onboard communications related to matters having a guest impact, i.e., deployment changes, itinerary modifications, irregular operations disruptions, new policies and procedures, or other matters impacting the guest experience.
- Integrate social media and other public channels to make independent decisions on how issues can be identified, managed with effective communication, and escalated to leadership when necessary. Independently coordinate, track, and maintain the implementation of updates to content across all functional areas of the operation, shipboard and shoreside, while ensuring that said content is written and maintained in a consistent and branded voice, staying up to date on new ship arrivals, changes, and external factors that impact just in time changes/updates across all platforms
- Determine and establish a communication approach, in partnership with department leadership to promote appropriate tone and venue to drive awareness and understanding of the targeted audience while adhering to CCL priorities, values, and compliance requirements.
- Partner with internal stakeholders such as Guest Operations, Finance, and Itinerary Planning, to maintain compensation logs for irregular operations and industry events to provide data for leadership decisions.
- Collaborate with the Shore Excursions and Web Content teams for ongoing updates to tour offerings, etc.
- Collaborate with stakeholders across the organization, both shipboard and shoreside
- Perform all other duties as assigned by department head
Qualifications:
- Education: Bachelor’s degree in Communication, Writing or English required
- Work Experience: 2+ years experience in similar fast paced and multi-faceted external and internal communications role required
Knowledge, Skills & Abilities:
- Independent thinker and ability to make decisions on creating communications quickly and with good judgement
- High energy, versatile and multi-task oriented, self-directed, and good analytical and organizational skills with consistent attention to detail.
- Strong verbal and written communication skills, excellent dependability, ability to handle stressful situations, strong computer skills, flexibility in a fast-paced environment and the ability to learn quickly and think on their feet.
- Email creation and distribution software (Poppulo), and survey platforms (Qualtrics).
- Experience with website/content management, project management, and change management.
- Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
- Ability to rapidly learn new software
- Writing and basic understanding of media relations and PR tactics as well as special events experience.
- Exceptional organizational skills, attention to detail and follow-through
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended period of time.
Travel: No travel
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential. May be requested to work a different shift. Other job specific working conditions.
Specific Work Conditions: Remain on call after hours and during days not scheduled to work to assist with guest and crew communications. Must be able log on at a moment’s notice, even after hours, weekends, holidays and be able to work extended hours as needed.
This position is classified as "in-office." As an in-office role, it requires employees to work from a designated Carnival office in South Florida from Tuesday through Thursday. Employees may work from home on Mondays and Fridays. Some positions may require additional in-office time each week and final schedule is determined by your leader. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.
Offers to select 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
#LI-Hybrid
#LI-GS1
About Us
In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.
Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!
Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
Employee Benefits
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Hybrid Work Environment
Empowering work-life integration and flexible opportunities for your personal and career success
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Wellness Programs
Comprehensive employer wellness programs featuring mental health support and fitness options, including an on-site gym
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Cruise Benefits
An array of qualified complimentary and heavily discounted cruise options for the ultimate dream getaway
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Parental Programs
Generous parental leave time and adoption assistance programs
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Retirement Plan
Secure your future with our exceptional Traditional and Roth 401(k) options complemented by valuable company contributions
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Employee Stock Purchase
Invest in tomorrow with the opportunity to purchase Carnival shares at a discounted rate from their fair market value
In addition to the above, we offer PTO and company holidays as well as a variety of medical, dental, and voluntary plans
Culture
In our virtual contact center, we're all about unlimited growth opportunities and creating a supportive, inclusive environment. We believe in fostering professional development and providing our team members with the tools and resources they need to excel in their roles. Our community values diversity, ensuring that everyone feels respected and supported in a welcoming atmosphere where personal and professional growth knows no limits. Above all, we're committed to delivering an exceptional guest experience, making customer satisfaction a top priority in everything we do.