Groups Specialist

Job Description:

Job Summary

Provide administration support for groups within finalization including but not limited to reviews, accounting, amenities, reconciliation etc. to Inside Sales Representatives, Field Sales, Travel Partners, and Group Leaders. Review and administer the resolution process for escalated issues.

Essential Job Duties

• Maintain polite and professional communication via phone and email. Provides information by answering questions and requests.
• Prioritize direct contact to travel agencies for group reservations requiring reviews and finalization, according to weekly action review list from Revenue Management.
• Perform voyage reconciliation of traditional groups.
• Provide service to all groups within finalization. Review incoming correspondence to ensure correct booking information and action any appropriate and necessary steps to finalize groups, including but not limited to rooming lists, ticketing, action authorizations, amenity requests, payments, and refund generations.
• Review and process all necessary work-related exception discrepancy reports as requested by a manager.
• Review, analyze and thoroughly interpret group accounting to travel advisors.
• Review and resolve post sailing group accounting issues.
• Research and resolve first level contact for escalated travel partner and Resolution Desk matters. Pursue research and seek resolution of complex issues.
• Maintain the organization's best interest in every decision-making process, including, but not limited to revenue generation and minimizing revenue dilution.
• Apply expected behavior to correct opportunities identified as a result of any quality related observations.
• Exhibit teamwork, integrity, respect and participation toward a trusting work environment as outlined in the company values.
• Display superior phone etiquette, meticulous record-keeping, and diligent follow-up skills, ensuring seamless communication and personalized attention to detail.
• Collaborate seamlessly with key departments, fostering optimal performance and smooth operations throughout.
• Prioritize and complete assigned projects in a timely manner, meeting the expectations of the Reservation Manager and Executive Team Members.
• Maintain a comprehensive knowledge of all aspects of our luxury ships, enabling you to provide accurate and detailed information to guests and travel advisors.
• Uphold an unwavering commitment to our mission of Satisfaction, ensuring every interaction reflects our dedication to exceeding guest expectations.
• Continues to perform Reservations duties: taking incoming calls, following up with options created.
• Perform other duties as directed by the Manager, Executive Administration

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

Experience: Minimum of one - three years in the cruise industry.

Skills/Qualifications:

• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
• Must be highly detailed-oriented with strong organizational and follow-up skills.
• Team player with a positive attitude who works well cross-functionally.
• Resourceful, creative self-starter who takes initiative to learn processes and get things done with little supervision.
• Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority – start-up experience a plus.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic.

#LI-Hybrid

Physical Demands

Requires sitting, standing, walking, bending, and reaching.  May require lifting or pushing up to 25 pounds.  Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment. 

Expected Hours of Work

The position is full-time working from Monday – Friday from 9:00 AM to 6:00 PM. Occasional need for Overtime may be required.

EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.