Cruise Operations Specialist

About the company

Abercrombie & Kent is a global luxury travel company that has been shaping experiential travel since 1962. What began as a safari operator in Africa has grown into an international business with more than 3,000 employees across over 70 offices in more than 83 countries. The company designs private, tailor-made and flexible small-group journeys across the world, and its owned portfolio includes cruise vessels, luxury lodges, tented camps, hotels and all-terrain vehicles.

The organisation also places strong emphasis on responsible and ethical tourism. Through A&K Philanthropy, it supports community projects in destinations visited by its guests, with the goal of improving local livelihoods and long-term outcomes.

The cruise division, Akorn Destination Management, provides specialist services to the cruise industry, including shore excursions, extended land programmes and turnaround support. The team combines local knowledge with international experience to deliver high-quality service for clients.

Role overview

This position reports to the New Zealand Cruise Operations Manager and focuses on managing cruise accounts and client relationships across New Zealand’s ports and regions. The role requires detailed pre-season preparation and reliable delivery of cruise land programmes, turnaround operations and cruise-related events.

Key responsibilities

• Deliver premium ground services for cruise vessels visiting New Zealand, following the cruise division’s established procedures.
• Act as the main operational contact for cruise accounts, handling questions and issues related to land programmes, turnarounds and cruise events.
• Oversee cruise calls so they are completed successfully and profitably, while submitting accurate financial reporting within company timelines and standards.
• Work alongside remote local teams and travel as needed to ports and regions throughout New Zealand to support ship operations and ensure smooth execution.
• Coordinate with cruise line executives and onboard contacts to maintain strong service standards across all ports and regions.
• Address on-the-ground issues quickly and escalate quality concerns in real time when necessary.
• Build and maintain effective working relationships with suppliers and clients.
• Arrange and manage all services needed for land programmes, turnarounds and tours, keeping work within budget.
• Partner with the Contracting Manager to ensure all required rates are properly contracted.
• Prepare accurate confirmations, reconfirmations and tour documentation for suppliers and guides connected to ship calls.
• Cost any extra product requests or itinerary changes accurately.
• Collaborate with Finance, Commercial and the New Zealand Cruise Operations Manager to ensure files are invoiced correctly.
• Create land programme, turnaround and event proposals for cruise lines when requested by the Cruise Manager for A&K/Akorn clients.

Requirements

• A minimum of 4 years’ experience in the cruise or travel industry.
• Strong working knowledge of New Zealand’s inbound cruise sector.
• Solid understanding of New Zealand ports, regions and suppliers.
• Account management experience will be considered an advantage.
• Good grasp of the logistics involved in moving large numbers of people, preferably in a cruise setting.
• Comfortable using Microsoft Office applications, including Word, Excel, PowerPoint and Outlook.
• Experience with an in-house travel or reservations platform; Travel Studio is preferred.
• High attention to detail and accuracy.
• A practical, proactive and hands-on approach to problem solving.
• Strong commitment to customer service excellence.
• Team-oriented attitude with enthusiasm and flexibility.
• Excellent time management and adaptability in working style.
• Ability to work independently without supervision while travelling.
• Mature judgement and the ability to remain composed under pressure.
• Strong written and verbal communication skills.
• Good initiative and the ability to respond to difficult situations promptly and effectively.

What you can expect

• A flexible and inclusive workplace that encourages employees to broaden their skills, take on new challenges and contribute to team success.
• A supportive environment designed to make employees proud to be part of A&K.
• Access to both internal and external learning and development opportunities.
• Career growth opportunities within New Zealand and across a global business.
• Access to an Employee Assistance Program (EAP).
• A desirable CBD office location.
• The option to work from home under a hybrid home-and-office arrangement.
• Staff discounts and a travel benefits programme.
• A company culture focused on environmental responsibility and reducing waste and its eco-footprint.

Additional information

A&K Philanthropy has supported communities around the world for 40 years.

Applicants must have the appropriate right to work. A resume and covering letter outlining suitability for the position are required.

Abercrombie & Kent is an equal opportunity employer and values diversity and inclusion in the workplace.

Source note

Full role details are available through the company’s careers information.