Communication Services Manager

About the role

The Communication Services Manager oversees and manages all communication revenue products on the ship, including guest and crew internet, cellular land and sea services, the Norwegian app and stateroom phones. The role focuses on driving sales, marketing, meeting revenue targets and providing Level 1 guest-facing technical support, while managing the ship's Internet Café and working closely with the IT support team, Guest Services and other onboard departments.

Key responsibilities

• Manage day-to-day operations of the Internet Café, keeping it open during specified hours and fully operational throughout the cruise.
• Develop and execute strategies to achieve revenue targets for all communication products, monitoring sales performance regularly.
• Create and run daily marketing initiatives across onboard channels to promote internet packages and other services, and collaborate with the Shoreside Onboard Revenue department on promotional materials and campaigns.
• Provide courteous Level 1 technical support to guests and crew on internet connectivity, login and basic software issues, escalating complex problems to the IT support team.
• Oversee maintenance of communications equipment such as computers, printers and stateroom phones, and report issues to IT support.
• Train relevant personnel in customer service, Level 1 support and sales assistance.
• Gather guest and crew feedback on communication services and identify improvements.
• Assist in managing the communication services budget and provide regular sales and marketing reports to ship management.
• Follow safety and environmental regulations and inform guests and crew about communication usage guidelines.

Required profile

• Hospitality management background.
• Previous experience in sales, marketing and/or customer service.
• Experience achieving revenue targets and driving sales growth for communication products.
• Fluency in English; additional languages are an advantage.
• High school diploma or equivalent; a Bachelor's degree in a related field is a plus.

Required skills

• Strong knowledge of computer systems, software and networking is preferred but not required.
• Exceptional interpersonal and communication skills.
• Problem-solving and troubleshooting abilities for Level 1 technical issues.
• Ability to work under pressure in a fast-paced environment.