Operations Coordinator

Job Description

Job Description

At AmaWaterways, we believe meaningful careers begin with purpose, passion and a shared commitment to delivering unforgettable experiences. For those who value curiosity, connection and personal enrichment, AmaWaterways offers the opportunity to help craft meaningful river journeys that invite travelers to follow their own current. Built on a foundation of heartfelt hospitality, we treat our guests—and each other—with genuine care, warmth and respect. AmaWaterways fosters a collaborative environment both onboard our ships and across our global network of offices, where team members grow together, support one another and take pride in upholding the high standards and thoughtful service our company is known for.

We invite talented, motivated professionals to explore our career opportunities and begin their journey with AmaWaterways today.

Position Summary: Based in Basel, this position is primarily responsible for coordinating and overseeing the successful operation of one, or more ships through the flow of information to Hotels, Ground Suppliers, Cruise Managers, Ships and other European Staff and internally with the Los Angeles Office by performing the following duties.

Essential duties and responsibilities include, but are not limited to the following:

• Validates accuracy of cruise manifests and convey appropriate changes to suppliers while working closely with the LA Operational Team.
• Prepares and conduct Conference Calls whenever requested by CM.
• Ensures the Cruise Managers confirm guest counts & services with ground suppliers in the appropriate amount of time, to ensure cost control through managing said confirmed services.
• Facilitate a constant and clear communication between the ship, CM & Ops Department with making sure that all the group/special requests reflected on the manifest are confirmed onboard.
• Ensure that the itinerary is carried out as planned and in case of temporary disturbance (road closures, local festivities etc) the best alternative is found in terms of a minor impact to the initially advertised.
• Coordinates a high standard delivery of any custom services onboard, coming from groups/charters or individual requests.
• Answers operations questions from all the connected departments (Seachefs, Rivertech, Accounting etc).
• Analyse feedback from Cruise Manager Report and Post Cruise Questionnaire, and take appropriate actionAddresses praise and criticism by sending feedback to partners and suppliers & follow up with Customer Relations.
• If Air schedules change ensures the updated air tickets have corresponding ground services confirmed, while keeping the CM and the ship in the loop. Review process with Air Team.
• Help amend corrections required within the ACP and other software systems to ensure accurate guests e-documents, supplier COS’s and other required reports/documents. Including but not limited to maintenance within the ACP.
• Ship Visits for quality control purposes, collecting feedbacks and proactively implementing the necessary changes whenever necessary.
• Meets the partners (partners are Captains/Rivertech, Hotel Managers/Seachefs, Cruise Managers, DMC’s, transfer companies, Hotels and all agents, agencies that provide services to Amawaterways) to discuss current operations matters, share feedbacks and work on constant improving plans.
• Conducts emergency management actions in case of any disruptions of the cruise itineraries.
• Performs emergency phone duties.
• Actively participates in all the scheduled regular meetings & itinerary reviews with bringing inputs that improve the operation.
• Shares valuable feedbacks within the Operational team members, CMs and all respective Team Members.
• Carries out visits, and inspections with current and prospective, or comparative Ships, Hotels, Airports, with Partners

Expected Standards:

• Quality control through the accurate monitoring and reporting of data to suppliers – either confirming services and passenger numbers or through accurate information on manifests and emails.
• Managing of itineraries in emergency situations.

Other skills, abilities, qualifications:

• Excellent organizational, leadership, interpersonal communication and computer skills.
• Clear and conceptual thinking ability is a plus.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Remain calm and professional in stressful situations.
• Detail-oriented and work effectively under pressure while meeting all applicable deadlines.
• Must be able to work independently and productively with minimum supervision.
• Recognize problems, identify possible causes and resolve routine problems.
• Ability to establish and maintain professional atmosphere for employees, clients, and customers.
• Operations experience required.
• Extensive knowledge of European river cruise ports and destinations desired.
• At least one year of experience required.
• Ability to analyze the risk, benefit, and impact of decisions on the present and future business environment prior to taking action.
• Ability to look at situations from several points of view.
• Advanced spreadsheet and computer skills.
• Ability to work with internal and external senior level executives.
• Demonstrable competence in team building, development of objectives and goals, and goal accomplishments.
• Exceptionally strong leadership and management capabilities.
• Ability and willingness to travel, work on a flexible schedule including weekends, as well as being able to quickly adapt to new situations.