Port Delivery Agent - Turnaround Operations

Join our Operations & Delivery team as a Port Delivery Agent - Turnaround Operations in Sydney. In this role, you will be responsible for the end-to-end planning and execution of cruise ship turnaround operations at multiple Australian ports. This is a dynamic, hands-on role that combines detailed pre-cruise turnaround logistics, operational supervision on the day of turnaround, and thorough post-cruise turnaround reporting and financial reconciliation. You will be the key point of contact for a dedicated cruise line, ensuring every operation meets our high standards for efficiency, safety, and service delivery.
What is a turnaround?
A turnaround operation occurs when a cruise ship arrives at port to disembark departing passengers and embark new guests on the same day. These operations involve coordinating staff, transfers, baggage handling, documentation, and close communication with ship and port stakeholders — all within a tight timeframe.
Intercruises Shoreside & Port Services is a specialist business providing cruise ship handling services to cruise lines in destinations throughout the world. You will be working closely with various cruise lines and their clients in their daily operations around Australia.

This is a Sydney based role but may present an opportunity to travel to some exciting destinations within the country.
If you have got the right to work in Australia and speak English, keep on reading!

ABOUT OUR OFFER

• A job at TUI offers more than your basic salary which already starts at 63.700 AUD gross per year.
• We pay you for all training days completed plus free access to our TUI Learning Hub, TUI Skills Academy & language lessons.
• Get involved with charity and sustainability initiatives like the TUI Care Foundation and complimentary access to our dedicated WeCare Team & 24/7 Wellbeing Hub.
• We offer a seasonal contract (6 months)*, but either way you can level up your career with growth opportunities tailored to your unique skills and expertise.
• *Please note that this is currently a seasonal position, with the potential to transition to a full-time role at the end of the trial period.

ABOUT THE JOB

• Conduct detailed logistical planning by arranging/confirming transportation, staffing, and other logistics.
• Liaise directly with shipboard teams to review and confirm all final operational details.
• Prepare all necessary turnaround day documentation.
• Ensure operations are delivered within client operating guidelines, company procedures, and allocated budgets.
• Proactively identify and address operational risks or challenges ahead of delivery.
• Guide and support casual team members in completing all Intercruises and cruise line-specific training prior to the cruise season.
• Participate in cruise line-specific training sessions to understand client expectations, procedures, and service delivery standards.
• Be onsite at the cruise terminal to lead and execute turnaround operations, following standard operating procedures.
• Supervise all terminal activity, ensuring seamless coordination between ground staff, shipboard teams, transport providers, and port authorities.
• Communicate clearly and concisely with casual staff to ensure they are fully briefed and understand their daily responsibilities.
• Respond to last-minute operational changes, ensuring adjustments are made in real-time.
• Maintain safety standards in all working areas and promptly address any incidents or concerns.
• Ensure a high level of communication with shipboard personnel throughout the operation.
• Maintain professional relationships with suppliers, port agents, and cruise line partners.
• Compile post-operation reports and audits to capture key metrics and identify areas for improvement.
• Validate and process staff hours.
• Prepare timely and accurate invoices and supporting financial data for internal and client use.
• Review and analyse supplier invoices, ensuring accuracy and appropriate documentation.
• Action customer service and quality control issues identified during or after the operation.
• Collate and act on post-operation feedback to contribute to continuous improvement initiatives.
• Participate in internal operational reviews, stakeholder debriefs, and safety meetings.

ABOUT YOU

• You have knowledge, experience and understanding of daily planning and operations in a holiday destination and/or cruise business.
• You are a confident decision maker, even when working under pressure.
• Must be able to multitask in high pressure environments.
• You have a pro-active guest service mindset with a clear focus on quality and efficiency.
• You’re flexible and available to work early mornings, weekends, and public holidays, depending on cruise schedules.
• You are open to learn, grow and drive your career while passionately delivering a great service to our guests and cruise clients.
• Excellent communication skills, both verbal and written, in English.
• Able to use Microsoft Excel, Microsoft Outlook and Microsoft PowerPoint.

From a workplace to a place to belong, we embrace diversity, equity and inclusion, encouraging everyone to come as you are, because together our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.