Group Specialist

Scenic Tours Europe AG•Hollywood, FL

4d•Remote

About The Position

The Group Specialist plays an important role in supporting the success of Scenic and Emerald Cruises group program with both Trade Partners and Direct Guests. This role involves coordinating all aspects of group reservations, from the initial booking through post-departure follow-up. The focus is on managing and booking USA group guests, while providing outstanding 5-star customer service to both external and internal customers.

Requirements

3 years’ experience in Cruise Travel Industry with Group background
Must be unafraid of conflict and able to effectively deal with difficult people or situations
Must be very organized and process oriented- attention to detail a must
Thorough understanding of Express Book and reservation process
Willingness to go above and beyond
Thorough knowledge of Scenic & Emerald product
Ability to travel assigned to familiarization trips
Proficiency in MS Office
Excellent customer service skills
Team player who leads by example
Ability to prioritize and undertake multiple tasks
Excellent written and verbal communication skills

Responsibilities

Responsible for customer service in managing group bookings via both phone and email
Ensure consistency in service standards and service delivery for group reservations.
Provide excellent customer service for inquiries to Travel Advisors and Direct Guest.
Issue of timely and accurate group pricing, adjustments, and booking confirmations.
Understand group allocations in System Management 1.
Confer with agents on all changes, movements, and any special requests for their groups.
Answer phones and respond to emails assisting with inquiries.
Participate in reservations training sessions.
Maintain several different excel spreadsheets simultaneously for group finalization
Work with other team members to meet deadlines
Coordinate the finalization of Groups departing
Set up Group files and maintain accurate records
Maintain and improve client relationships to increase bookings and ensure repeat business
Continual focus on customer service and delivery
Provide accurate quotes and costs
Prioritize work and meet deadlines for assigned tasks
Responding to Travel Advisor and Customer needs in a timely and efficient manner
Identify opportunities and take action to build strategic relationships
Knowledgeable on Group policies and benefits
Understanding and compliance with all Scenic & Emerald policies
Ensure all necessary people are kept up to date with any relevant change on groups
Maintain a comprehensive knowledge of all aspects of our luxury ships, enabling you to provide accurate and detailed information to guests and travel advisors.