Commercial Supervisor

Department: Operations

Employment Type: Full-Time

Minimum Experience: Manager/Supervisor

Job Summary: 

The Commercial Supervisor will play a key role in managing quality control and ensuring guest satisfaction across all third-party retail, food, and beverage locations on property. This role ensures that all vendors meet established standards, providing a seamless and high-quality experience for guests. The Commercial Supervisor will coordinate closely with third party vendors to maintain consistency and monitor performance.

Carnival Corporation & plc is the world’s largest leisure travel company. Our portfolio of leading cruise brands includes Carnival Cruise Lines, Holland America Line, Princess Cruises, and Seabourn in North America; P&O Cruises (UK), and Cunard in the United Kingdom; AIDA Cruises in Germany; Costa Cruises in Southern Europe; and P&O Cruises (Australia) in Australia.  

The Carnival Grand Bahama Investments Limited (CGBIL), a subsidiary of Carnival Corporation & plc, seeks a Commercial Supervisor.

The role will also play a critical role in the broader Carnival Corporation Global Ports and Destinations Development (GPDD) team. 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The Commercial Supervisor is responsible for, but not limited to the following: 

OPERATION AND GUEST SUPPORT

· Monitor and evaluate the quality of products and services provided by all third-party vendors on property, ensuring their services align with Celebration Key’s standards and operational requirements to maximize revenue and guest satisfaction.

· Collaborate with third-party vendors to proactively address and resolve any quality or service issues, driving continuous improvements that enhance the overall guest experience.

· Ensure that all third-party vendor locations deliver outstanding customer service, addressing guest inquiries and handling complaints effectively.

· Work with third-party vendors to ensure that customer service standards are consistently met and that staff are trained to deliver exceptional service.

· Coordinate with vendors to address any operational issues, resolve discrepancies, and ensure smooth integration of their services with our overall retail, food, and beverage strategy.

· Conduct regular meetings with vendors to review performance, discuss improvements, and ensure compliance with agreed-upon standards and contracts.

· Ensure compliance with all retail, food, and beverage regulations across all third-party locations.

· Implement and enforce safety protocols to maintain a safe working environment for third-party vendor staff and guests.

· Prepare and submit reports on third-party vendor performance, including quality assessments, and guest satisfaction to assist in informed decision making.

· Assist in budget management by monitoring third-party vendors related costs and implementing cost-control measures.

· Manage administrative tasks related to vendor operations, including scheduling, reporting and compliance tracking to ensure smooth day to day operations.

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

COMPLIANCE AND QUALITY CONTROL

· Uphold environmental policies and procedures.

· Promote a safe work environment; Comply with the safety competencies and all company policies.

· Adhere to the company’s standards regarding dress and appearance.

· Extend appropriate greeting to all guests and crew at every opportunity using their names.

· Always apply hospitality standards in guest and crew areas.

· Follow all safety regulations during duty.

· Follow all environmental, company and HESS policies and procedures as applicable for the position.

· Evaluate supply and availability of products/services.

· Monitor stock shelves, product display and general appearance of retail outlets.

· Maintain established quality assurance procedures that abide by all health and customer service standards.

REPORTING AND MAINTENANCE

· Complete work logs and report any issues to the Concessionaire Manager.

· Report all repairs to be made in assigned section, especially safety related issues and follow-up with management as necessary.

·Maintain retail, food and beverage standards for depots and assist with inspections and quality assurance.

· Management of all third-party vendors’ performance contracts and timelines.

· Advise of any guest challenges immediately to the Concessionaire Manager and assist the Concessionaire Manager with tasks as requested.

EDUCATION AND QUALIFICATIONS 

· Bachelor’s degree in Business, Hospitality or equivalent; additional education in a related field is a plus.

· Minimum of 3-5 years of experience in Commercial or Hospitality, with at least 2 years in a supervisory or management role.

SKILLS AND SPECIFICATIONS

· Knowledge in Commercial, including quality control, customer service, and contract management.

· Proven experience in managing relationships with third-party vendors and ensuring service quality.

· Excellent leadership, communication, and organizational skills.

· Ability to handle multiple tasks and work effectively in a fast-paced environment.

· Proficiency in standard office software and point-of-sale systems.

· Knowledge of health, safety, retail, food, and beverage handling regulations.

· Strong written and verbal communication skills.

· Strong Microsoft office suite skills.

· Food handler’s certification.

LANGUAGE REQUIREMENTS

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

· Ability to read and write English 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.

· Previous work experience preferred.  

OTHER REQUIREMENTS:

· Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

· 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.

· May need to stand for long periods of time.