As part of our Sector Spotlight on Tourism, we have spoken to Susanne Carter, a Cruise Co-ordinator for Ship2shore Orkney. Her career journey has included Veterinary Nursing and customer service roles in retail, hospitals, catering and for an airline.
Can you describe a typical day as a Cruise Co-ordinator?
“I go to the pier an hour before a ship arrives to make sure everything is in place and speak to all the different companies involved. I then speak to ship staff to communicate any issues or news about the visit. Then I greet passengers as they come off the ship, talk to passengers and crew regarding the bus times and see the bus off on its way to the Kirkwall Travel Centre.
“If I am at the Kirkwall travel centre working, I do the same meeting passengers off the bus that has come into town.
“I do staff roasters, invoices, correspondence, etc on a daily basis.
“As part of my job I must use social media to tell the public of any changes of times or any other updates. I have meeting to attend to ensure that our service is running efficiently and change systems if issues arise.”
How did you end up in your current role as a Cruise Co-ordinator?
“I am a qualified Veterinary Nurse and I ended up in my current role after having many years of customer service experience by working in retail, hospital offices, catering and for an airline.”
What is the best thing about being a Cruise Co-ordinator?
“The best thing about my job is all the people I met.”
What is the worst thing about being a Cruise Co-ordinator?
“Getting out of bed early!”
What skills do you need to be a Cruise Co-ordinator?
“We all work as a team, which is essential. We all do the same job to a certain degree and all get our hands dirty and our feet wet!
“Communication is the key to provide a great service, being patient and particular if passengers do not have English as their first language.”
What qualifications do you have?
“Veterinary Nursing Certificate Australia.”
Why would you recommend working as a Cruise Co-ordinator in tourism industry?
“I would recommend this job to young people if they enjoy speaking to folk, like helping people and if they can speak another language this would be perfect. You need to remember it is not always sunny and it is a job where you stand up most of the shift, but it can be extremely rewarding.”
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