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 

 

 

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