Manager, Cruise Programs- Training and Operations

Internova Travel Group•Alexandria, VA

1d•Hybrid

About The Position

Internova Travel Group is 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 Sr. Manager of the Host Program, will assist with interviewing and onboarding new hosts, as well as managing communications related to program updates, webinars and events such as the Host Retreat. The Manager will also be responsible for all Host training including but not limited to the development of an onboarding training program, pre/post cruise preparation, program updates, monthly host calls, as well as be the lead for the development of the Host Retreat workshops. This position is aligned to our Alexandria, VA office and requires periodic in-office collaboration. Team members who live closer to the office will typically work onsite 1-2 days per week, while those residing farther away within the DMV (DC, Maryland, or Virginia) area may be asked to attend in-person meetings approximately 2-3 times per month.

Requirements

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.
Strong Professionalism and Presentation Skills required.
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, PowerPoint) Salesforce, leveraging technology for streamlined program management.
Willingness to travel as needed

Nice To Haves

Knowledge of cruise line booking systems such as OneSource and Cruising Power preferred.
Expertise in using e-learning software (e.g., Articulate, Camtasia), LMS platforms and virtual training tools (e.g., Zoom, Microsoft Teams).
Excellent comprehensive curriculum development skills with proven track record.
Proactive, self-driven, and capable of working independently while also excelling in a collaborative team setting.

Responsibilities

Assist in the interviewing and onboarding new hosts.
Serve a secondary point of contact for over 500 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.
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.
Responsible for the development and management of all host-related training and education materials and programs. This includes programs such as: 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 Sr. Manager and Director 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.
Ensures hosts records are accurate and up to date.
Accurately records host assignments and other related information.
When requested, review and update the Voyages pages in Agent Universe.
Perform other duties as assigned.