Non-Revenue Travel Specialist

Holland America Group•Santa Clarita, CA

11d•Remote

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation. We are seeking an experienced travel specialist to join our team. This is a remote position reporting to our Santa Clarita office. As Specialist, Non-Revenue Travel you’ll support, process and validate non-revenue travel requested via the FCRS and ESA systems, the Premium Concession and Carnival Brands Friends & Family processes. This position coordinates and clearly communicates with requestors from all departments regarding cabin availability, non-revenue utilization and a requests impact on revenue to ensure that revenue displacement is minimized. This position provides daily support to other specialists, coordinators and contractors as required. This position requires moderate supervision, provides specialized knowledge or performs specialized support tasks within clearly defined policies and procedures within the context of their own team. This team must have effective verbal and written communication skills as they often communicate with members of department, division and corporate leadership, handle escalated communications, have experience negotiating resolutions and have enhanced administrative and sales skills. It is imperative the person in this role has a strong understanding of both guest and crew cabin inventory and be proficient at multi-tasking and prioritization of issues. Here’s a summary of what Princess is looking for in its Specialist, Non-Revenue Travel. Is this you?

Requirements

High School Diploma/Associates degree required.
Minimum of 3 years of sales and/or customer service experience.
Must have a proven understanding of cabin inventory.
Demonstrated and supported understanding of the specialized range of processes, procedures and systems required to complete assigned tasks.
Ability to work as a member of a team, including a good understanding of how team interacts with others to accomplish assigned tasks
Proficient in all Microsoft Office applications, such as Word, Excel, PowerPoint and other web-based applications.

Responsibilities

Support the teams processing Fleet cabin requests ensuring the impact of non-revenue utilization of guest cabins is minimized. Verify all audit required components of the process are completed, tracks approvals, negotiates/finds alternatives when cabins are not available, and communicates and trains requestions on the applicable system tools.
Process Premium Concessions requests for non-revenue travel in guest space. Works closely with requestor in various shoreside departments. Coordinate with Finance, Sales, Executive offices and the Groups department on various issues impacting the request's revenue impact. Support the administration of Employee Space Available program and Carnival brands Friends and Family programs. Typically, processing requests and ensuring policies are upheld.
Conduct quality checks on the work output of off-shore contractors and shoreside employees to verify that their work product meets all agreed upon standards. Provide findings to supervisor and provide coaching to team members needing corrective action.
Support the creation and distribution of reporting to department heads weekly and on an ad hoc basis. Work with report developers to ensure reporting is robust and meets the needs of the departments that are supported by the team.
Handle SOX related audits on a weekly basis ensuring team members are following procedures and minimizing revenue dilution.
Perform other duties as assigned.