Concessionaire Manager

JOB TITLE: Concessionaire Manager   

COMPANY: Carnival Grand Bahama Investments Limited (CGBIL), a subsidiary of Carnival Corporation & plc  

REPORTS TO: General Manager/ Assistant General Manager, Celebration Key  

LOCATION: Grand Bahama, The Bahamas 

Job Summary:  

The Concessionaire Manager at Celebration Key is responsible for overseeing the daily operations and performance of shore excursions (shorex), and managing relationships with third-party vendors for food service, beverage service, and retail operations. This role involves coordinating with various external partners, ensuring high standards of guest service, optimizing operational efficiency, and driving revenue growth across all concessionaire areas.  The Concessionaire Manager is responsible for effectively and efficiently managing the operation of all concession stands on the Celebration Key site. This position will ensure that each stand is adequately stocked and staffed to service guests with ongoing monitoring to ensure prompt service. 

This position will report to the General Manager/Assistant General Manager, Celebration Key.

This position will have responsibility at Celebration Key but will be part of the broader Carnival Corporation Global Ports and Destinations Development (GPDD). GPDD is responsible for the development and operations of our six existing Carnival-owned destinations in the Caribbean: Grand Turk (Turks and Caicos), Mahogany Bay (Roatan, Honduras), Puerta Maya (Cozumel, Mexico), Amber Cove (Puerto Plata, Dominican Republic), Half Moon Cay (Little San Salvador, The Bahamas), and Princess Cays (Eleuthera, The Bahamas). GPDD is also responsible for the development and operations of Celebration Key, expected to open in July 2025. The 6 existing destinations are expected to welcome more than 6 million visitors in 2024, with that number expected to grow significantly once Celebration Key is opened, and they include a variety of world-leading amenities such as: pristine beaches, pools, swim-up bars, water activities, food and beverage, retail, and cultural exhibits. 

The Concessionaire Manager will oversee stands cleanliness/neatness, product quality, customer service, safety, food safety, and alcohol service. The concessionaire manager must maintain excellent attendance and be available to work an event-based schedule. This position is responsible for all aspects of 3rd party vendor operations. He/She is also responsible for ensuring the reliability, safety, and comfort of all guests and public spaces, equipment, as well as the effective supervision, training, performance management, career development and management of all 3rd party vendors. This position is expected to play an active role in the development and completion of projects, scheduling, capital projects, cashflow and liaises with diverse teams.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

The Concessionaire Manager is responsible for, but not limited to the following:  

Operation and Team Management  

• Oversee the daily operations of third-party vendors including but not limited to shore excursions, food and beverage service and retail units. 

• Coordinate with third-party vendors to ensure that all services are delivered according to agreed standards and timelines. 

• Monitor and evaluate the performance of third-party partners, addressing any issues or discrepancies promptly.  

• Collaborate with third-party vendors to ensure proper training and management of their staff. 

• Ensure that all external staff meet the company’s service standards and adhere to operational protocols. 

• Address staffing issues and performance concerns with third-party vendors as needed. 

• Assist with general requests for information, assistance and/or complaints from guests and escalate to General Manager. 

Compliance & Quality Control  

• Develop and maintain strong relationships with third-party vendors and service providers. 

• Manage service agreements and ensure compliance with contractual obligations. 

• Ensure that all concessionaire services, including shore excursions, food and beverage, and retail, deliver a high-quality guest experience. 

• Address and resolve any guest complaints or issues related to third-party services effectively and professionally. 

• Implement strategies to enhance guest satisfaction and engagement across all areas. 

• Ensure that all third-party operations comply with health, safety, and sanitation regulations. 

• Conduct regular inspections and audits of third-party facilities and services to maintain quality standards. 

• Implement corrective actions as needed to address any compliance or quality issues. 

Reporting & Maintenance  

• Complete work logs and report any issues to the relevant Head of Department.  

• Track and analyze key performance indicators for shore excursions, food and beverage service, and retail operations. 

• Prepare comprehensive reports on operational performance, financial outcomes, and guest feedback. 

• Use data insights to drive continuous improvements and strategic decision-making. 

• Maintain food standards for concession stands and assist with quality assurance of those programs.  

• Management of all concession stand vendor performance contracts and timelines.  

• Advise any guest challenges immediately to the General Manager and Assistant General Manager. 

EDUCATION & QUALIFICATIONS:  

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field preferred. 

• Minimum of 5 years of experience in a management role within a similar environment, including experience with third-party vendors and partnerships. 

• Proven ability to manage and coordinate with external partners effectively. 

• Strong leadership skills with experience in staff management and development. 

• Excellent financial management skills, including budgeting and reporting. 

• Exceptional customer service and communication skills. 

• Knowledge of health, safety, and sanitation regulations relevant to food service and retail. 

• Experience in a cruise or resort environment is highly desirable. 

• Proficiency in Microsoft Office and POS systems; familiarity with reservation and excursion management software is a plus. 

• Fluency in conversational English 
• Food handler’s certification. 

SKILLS & SPECIFICATIONS:  

• Strong written and verbal communication skills.  

• Strong Microsoft office suite skills.  

• Strong understanding of technical operations. 

• Hands-on experience leading preventive maintenance efforts, asset management, failure mode and effects analysis.  

• Excellent leadership, analytical, time-management, problem-solving project management, organizational and people management skills.  

• Excellent verbal and written communication skills.   

• Excellent interpersonal, negotiation, attention to details and customer service skills.  

LANGUAGE REQUIREMENTS:   

• Ability to speak English clearly, distinctly and cordially with employees and guests.   

• Ability to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, managers and co-workers.   

PHYSICAL REQUIREMENTS:   

• Must be physically fit.  

• Must have strong customer service skills.  

• Ability to work in an outdoor environment.  

• Ability to multi-task and think critically.  

OTHER REQUIREMENTS:   

• Fast-paced, dynamic environment with a need for flexibility in working hours, including weekends, evenings, and holidays 

• Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery.  

• May be requested to work a different shift.