52 Passenger Service Supervisor jobs in Miami

Who We Are

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.

Our mission is to make layovers simpler and more efficient for crew members—and we bring that to life through deep industry expertise and a practical, results-driven approach.

Today, API’s platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.

At API, we’re building a culture rooted in succeeding and thriving together. It’s a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.

If you’re looking to grow your career in a company that values steady progress, real impact, and long-term development, we’d like to meet you!

Position Overview
API is seeking seasoned professional to join our company in the role of an Account Director. The position will be remote-based in Miami, Florida.

The Account Director is the client’s main point of contact. This role will actively manage an existing Cruise Line client relationship; focused on the best interests of our client and API at all times. The Account Director will support both crew accommodations and distressed passenger lodging solutions, ensuring exceptional service delivery, operational efficiency, and strategic supplier partnerships across all assigned destinations.

The ideal candidate will possess strong relationship management, sourcing, negotiation, and strategic planning skills. Experience working within or supporting the cruise industry is highly desirable and will be considered a significant advantage.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sourcing

• Oversee the direction of existing API accounts with the goal of maximizing prevailing relationships to expand market/wallet share versus pre-assigned revenue quota. This will include working closely with the Research & Sourcing teams to provide all details of a destination to ensure a seamless approach to sourcing the destination.
• Assist with the sourcing of destinations by initiating the RFP process and being sensitive to supplier relationships.
• Total responsibility for ensuring RFP results are documented in the customer destination presentation in an accurate, detail-oriented manner and the presentation meets the needs of the client, demonstrates a level of savings and meets the revenue goals of API.
• Strategic planning and organizing in order to maximize API revenue, as well as client savings goals; including but not limited to sourcing timelines for expiring contracts and contract renewals.

Travel & Client Engagement

• Travel domestically and internationally when required to support client meetings, supplier engagement, industry conferences, destination reviews, and other business-related initiatives.

Contracting

• Execute hotel contract negotiations on behalf of the client, contract renewals, and addendums. Keen ability to negotiate mutually beneficial contract terms and conditions.
• Monitor market conditions in each serviced destination to ensure the best rates, amenities and contract terms are maintained throughout the hotel contract.
• Conduct risk management for each destination the client services to proactively manage any potential risks to the contract based on changes to that hotel or market and negotiate terms that will positively impact our client.
• Proactively pursue and maintain, at all times, the best hotel relationships where the client has contracted.

Day to Day Account Management

• Work closely with the sales team to ensure client needs are met and share leads that are uncovered by your communication with hotels and client stakeholders.
• Support the client’s crew accommodation and distressed passenger lodging programs, ensuring hotel partners are meeting operational requirements, service expectations, and contractual obligations.
• Work collaboratively with internal and external stakeholders to identify and implement lodging solutions during operational disruptions, itinerary changes, weather events, and other situations impacting passengers or crew.

CrewCare

• Manage crew member and passenger feedback via our online portal for all assigned accounts ensuring any complaints are addressed in a timely fashion accordingly with our hotel partners and documented.
• Add new hotels to the system and ensure all information is accurate. Delete inactive hotels.

HotelExpress

• Ensure negotiated rates for Crew, Business and Leisure Travel are loaded and maintained properly on HotelExpress for clients.

ACES

• Verify all hotel contract information is loaded properly into ACES for OPS and for Accounting.
• Review ACES schedules monthly to ensure hotels are downloading their schedules. Assist OPS department with follow up with the hotels about the schedules.
• Verify client back up list is accurate and loaded into ACES for OPS.

CRM

• Ensure all revenue opportunities are in the CRM with accurate business start dates.
• Ensure all hotel/client and API commission contracts are loaded, executed and attached to the CRM.
• Maintain all flight information.
• Fully understand the client’s business and ensure all deliverables are being met for a successful relationship.
• Strive to create increased value for the client by providing new points of view and recommendations that are aligned with desired business goals.
• Work closely with the Business Development team to ensure a smooth client transition from contract signing to implementation.
• Independently lead and make decisions that properly balance the needs of the client and API.
• Manage all client communications ranging from weekly performance meetings to business reviews.
• Own internal communications to the cross functional team on client performance, strategies and needs.
• Become knowledgeable in all API technology platforms to ensure clients are aligned with appropriate software solutions.

Competencies

• Problem Solving/Analysis
• Relationship Building
• Business Acumen
• Strategic Thinking
• Results Driven
• Negotiation
• Leadership
• Customer Focus
• Managing Processes
• Market Knowledge
• Developing and Maintaining Budgets
• Technical Capacity
• Communication Proficiency

Preferred Qualifications

• Experience working within or supporting the cruise industry is highly preferred and considered a significant advantage.
• Experience supporting crew accommodations, distressed passenger programs, emergency lodging solutions, or cruise operations is strongly preferred.
• Strong client relationship management and contract negotiation experience.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Supervisory Responsibility
None

Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, normal core business hours. Occasional evening and weekend work may be required as job duties demand.

Travel
This position requires travel up to 25%.

Required Education and Experience

• Minimum of 5 years of experience in the travel, hospitality, cruise, or related industry working closely with hotels and supplier partners is required.
• Experience working within or supporting the cruise industry, including crew accommodations, distressed passenger programs, or cruise operations, is highly preferred.
• Preferred Bachelor’s degree in Business Administration, Sales and Marketing, Hospitality Management, or related field.
• Ability to effectively manage workload in a fast-paced environment, relying on extensive experience and judgment to plan and accomplish goals.
• Strong attention to detail and produces high-quality work.
• Ability to positively represent API in customer-facing situations.
• Strong Microsoft Office computer skills, with emphasis on Excel.
• Excellent verbal and written communication skills.
• Strong customer/client service skills.
• Ability to work with and understand diverse cultures here and abroad.
• An organized self-starter who can work proactively and independently.
• Able to multitask and work well under strict deadlines.

Compensation
The good faith compensation range for this role is $65,000.00 - $75,000.00 annually, commensurate with experience, plus an annual discretionary bonus.

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Privacy Statement

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