About the job Crew Experience Specialist
Job Description
According to Company policies and procedures the Crew Experience Specialist, as part of the onboard Human Resources team, is fully dedicated to the execution of Costa onboard crew experience ensuring a high standard and quality on all the touch points. The role coordinates and delivers, to all crew, a rich calendar of activities such as: welcome and farewell, entertainment, well-being, recognition, celebrations, and employer branding programs, to foster crew integration and engagement.
The role regularly monitors the main crew services effectiveness as per Crew Voice data reports and investigates crew needs and expectations via focus groups to propose improvements and innovation. The Crew Experience Specialist collaborates with shoreside Employer Branding to ensure that all crew experience communication is in line with the tone of voice of the Costa Employee Value Proposition and the Employer Branding identity guidelines. As company values Ambassador, the Crew Experience Specialist fully represents the company culture and W.I.D.E.R. Values.
Language Skills
English - B2 Level
Italian - B1 Level
Main Responsibilities:
According to Company policies and procedures, the Crew Experience Specialist is fully dedicated to the execution of Costa onboard crew experience to ensure a high standard and quality on all the touchpoints. The role coordinates and delivers, to all crew, a rich calendar of activities such as: welcome and farewell and entertainment, well-being, recognition, celebrations and employer branding programs, to foster crew integration and engagement. The role regularly monitors the main crew services effectiveness as per Crew Voice data reports and investigates crew needs and expectations via focus groups to propose improvements and innovation to the responsible HR ashore. The Crew Experience Specialist prepares and ensures that all communication to crew is in line with the tone of voice of Costa Employee Value Proposition and the Employer Branding identity guidelines. As company values Ambassador, the Crew Experience Specialist fully represents the company culture and W.I.D.E.R. Values.
Responsibilities include but are not limited to:
- Understanding crew embarkation and disembarkation movements data, crew nationalities mix, shifts and itineraries, to design an effective crew experience monthly plan and reach Crew Voice targets.
- Executing a rich and diverse calendar of activities to enhance the onboard crew experience (welcome and farewell, sports, tours, welfare & wellbeing programs, loyalty, recognition and incentive programs, parties and celebrations, crew revenue generating activities, and special events) in line with Shoreside guidelines, coordinating with HR Director and stakeholders involved.
- Investigating crew needs and expectations via focus groups to propose crew experience improvements and innovation to the Crew Experience Manager ashore.
- Monitoring the main crew services effectiveness as per Crew Voice data reports and investigates together with the HR Director and relevant stakeholders the root causes of underperformance and reports it to shoreside.
- Overseeing crew equipment maintenance and inventory reporting on crew items to HR Director and shore Crew Experience Manager, requesting eventual supplying.
- Preparing the crew experience monthly reports on crew activities and services.
- Coordinating with the different stakeholders the My Welcome and Farewell with the Captain and Ship Command, ensuring that all the people involved are informed and attend the event.
- Collaborating with the HR team for the organisation and delivery of the Town Hall.
- Supporting crew members in preparing application for the Family Passages.
- Providing prompt communication about crew experience events, using the dedicated and appropriate channels: Crew Communication notice boards, digital signage, Crew TV Channel, Town Hall, flyers.
- Guaranteeing that all material used for advertising crew welfare activities is in line with the Employer Branding identity guidelines.
- Sponsoring and executing Employer Branding and engagement projects.
- Organising crew experience audio/video and text material production directly or with onboard stakeholders, to advertise crew events, and sharing it with Employer Branding and Internal Communication teams ashore.
- Maximising the cost efficiency of the Crew Activities respecting the assigned Crew Welfare budget by ship and the HR Director guidelines.
- Coordinating the purchase of items needed for the crew activities.
STSW Certification
Medical Examination
* Proof of Vaccination OR laboratory confirmation of previous disease (IgG) required. Where no original vaccine documentation available, necessary to prove serologic. IgG blood test confirming immunity (antibody check valid for life).