Manager, Cruise Programs- Training and Operations

Overview

Internova Travel Groupis one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries.

The Manager of Cruise Programs is responsible for the training and support of our Distinctive Voyages Hosts. Working with the department’s leadership team, will be responsible for all host training, including but not limited to the development of programs such as the Into to the Distinctive Voyages Host program, new host onboarding, pre/post cruise preparation, program updates, as well as leading the development of workshops at both EDGE and the host retreat.

Operational duties will include assisting with interviewing and onboarding new hosts, managing communications related to program updates, webinars, and events such as the Host Retreat.

Host and Advisor Training and Development

• Responsible for the development and management of all host-related training and education materials and programs. Samples of these programs include:
  • Host Program Awareness
  • Onboarding New Hosts
  • Preparing to Host
  • Post host assignment duties.
  • How to submit an expense report via Internova’s expense report tool.
  • How to search for cruises and apply to host on them
• Partner with the Director and Sr. Manager of the department on other related training courses as needed.
• Conduct agency training when requested. This includes training for all Voyages programs.
• Lead workshops at TLN’s EDGE Conference and other meetings as requested.
• Partner with the Director, on the identification and development of new cruise program education programs.

Distinctive Voyages Host Program and Operations

• Assist in the interviewing and onboarding new hosts.
• Serve a secondary point of contact for over 600 Hosts, managing assignments, engagement and overall program experience including coaching hosts ensuring they maintain program standards while delivering exceptional guest experiences.
• Partner with Sr. Manager of the department to track, manage and distribute host marketing plans. This includes ensuring marketing plans are submitted within 30 days of host being assigned a sailing, to sharing plans with cruise line partners and their BDM’s.
• Update and document SOP’s.
• Serve as back up to monitor and approve host expense reports ensuring they adhere to program guidelines.
• Assists in answering and managing emails from hosts via the @dvhosts email account.
• Supports the Sr. Manager of the department during the mass assignment process. This may include helping with monitoring the requests, assigning hosts, and sending out Docu-sign agreements.

Salesforce Management

• Ensures host records are accurate and up to date.
• Accurately records host assignments and other related information

Agent Universe

• When requested, review and update the Voyages pages in Agent Universe.

Additional Responsibilities

• Perform other duties as assigned.

• Bachelor’s degree preferred or equivalent relevant work experience.
• 5+ years of experience within the travel industry with exposure to marketing and communications, training, and education.
• Excellent customer service, communication, and presentation skills with the ability to effectively engage diverse audiences.
• Ability to thrive in a fast-paced environment, work under pressure, and quickly adapt to changing priorities.
• Meticulous attention to detail with strong project management and time management abilities.
• Advanced proficiency in MS 365 (Excel, Outlook, Word,…