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Group Ship Coordinator
Norwegian Cruise Lines | |
United States, Florida, Miami | |
7665 Corporate Center Drive (Show on map) | |
November 23, 2022 | |
Responsibilities
BASIC PURPOSE: 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, Group Leaders and Direct Guests. Review and administer the resolution process for escalated issues. POSITION RESPONSIBILITIES: 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. Administer displacements, inaugurals and related tasks resulting in special needs handling. Provide service to all groups within finalization. Review incoming correspondence to ensure correct booking information and action any appropriate and necessary steps to inalize 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 supervisor. Review, analyze and thoroughly interpret group accounting to travel agents and direct guests. 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. Guide new hires upon completion of initial training as directed by supervisor. Provide reservation support as needed. Provide support to Revenue Management for testing of new deployment for Seaweb and Seaware groups. Apply expected behavior to correct opportunities identified as a result of any quality related observations. Exhibit team work, integrity, respect and participates toward a trusting work environment as outlined in the company values. Perform other job related functions as assigned. EDUCATION: Minimum High School Diploma or equivalent. EXPERIENCE: 1 year experience administering groups in call center or travel industry. Reservation system experience within a call center environment. KNOWLEDGE & SKILLS: Solid understanding of all company policies and procedures in order to reserve and service new and existing reservations. Ability to research and problem solve through identified issues to achieve resolution. Ability to exhibit positive and courteous behavior within the department standards while engaging internal and external customers. Ability to consistently deliver the level of service required to achieve a positive customer experience. Effective interpersonal skills to engage all levels within the organization and external customers with diverse personalities. Demonstrate thorough understanding of group accounting. Excellent verbal and written communication skills to effectively communicate with internal and external customers, includes sending and responding to internal e-mail via Microsoft Outlook. Full understanding of the company values by exhibiting teamwork, integrity, respect and participation toward a trusting work environment. Understand personal impact to call center performance results by own performance in the area of break/lunch adherence, attendance and punctuality. Within reasonable accommodation, ability to view and read PC monitor, training and reference material, as well as operate key board and PC mouse. Within reasonable accommodation, ability to remain seated for extended period of time (up to 3 hours), to be determined by length of scheduled shift. EQUAL EMPLOYMENT OPPORTUNITY:
Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement Applicants have rights under Federal Employment Laws. FMLA | EPPA | |