Senior Group Concierge - City Experiences Chicago

Hornblower•Chicago, IL

About The Position

The Senior Group Concierge Manager will oversee the Group Concierge team within a port/region, driving the post-purchase process for our group guests. This role is responsible for distributing events amongst the team, coordinating event logistics and coverage, along with ensuring all team members are meeting the minimum threshold of events per month. Along with coordinating the logistics for the event, the Senior Group Concierge Manager will lead by example in upselling to increase the average order value.

Requirements

Bachelor’s degree preferred
Minimum of 1 year of experience in a sales support manager role or as an event manager.
Communicate effectively in oral and written form.
Maintain a high level of organization & be detail-oriented.
Handle multiple tasks/projects at one time.
Establish and maintain effective working relationships.
Listen effectively, assess the situation, determine relevant issues, & suggest solutions.
Work with Microsoft Office applications (especially Word, Excel, PowerPoint).
Maintain uniform and personal grooming in compliance with appearance standards.
Must be able to work a flexible schedule, including nights and weekends to accommodate site inspections and guest needs.

Responsibilities

Serve as the direct reporting line to the General Manager, meeting weekly to present current events overview, along with any watchouts for upcoming events.
Lead the Port/Regional two-week meeting, connecting various disciplines to ensure the successful execution of events.
Distribute events amongst the concierge team, with a target of 50 events/month.
Walk the vessels on a daily basis, making sure they are event-ready, alerting the operations team when the boat is not up to standard.
Handle any high-end events directly, especially those in the corporate market that have high exposure and rebooking opportunity.
Distribute site visits to the team, pairing more experienced group concierge with high-end clients.
Create and maintain a balanced schedule for the group concierge team, with consideration around weekend site appointments and VIP boardings.
Prepare and deliver reporting to General Manager as requested.
Develop a comprehensive knowledge of all regional vessels, products and enhancements.
Take the lead on post-contract follow-ups including passenger count adjustments and upsells to groups, with the goal of driving incremental revenue.
Successfully upsell existing guests to higher-value options and enhancements.
Follow City Cruises guidance on when and how to follow up with clients to present revenue.
Handle objections as they arise by using vast product knowledge.
Serve as a resource for the sales team, including conducting site visits, greeting clients upon boarding to be the local resource when a national account manager is not present in the local port.
Serve as the primary point of contact for client post-booking, including conducting site visits and meeting clients as needed.
Be present during highly detailed events and serve as the liaison between sales and operations.
Ensure complete and accurate product details are communicated to the Food & Beverage and Operation teams to ensure proper product execution.
Manage a minimum of 50 events per month, including handling all details for the cruise.
Develop strong rapport with the guest, thanking the guest for their business, gaining feedback, asking for referrals, rebooking, and firmly asking the client to fill out our survey.
Work with the General Manager and Director of Sales to resolve all guest issues in a timely manner.
Manage all administrative and operational activities (including payment collection) to enhance the guest experience.
Answer all post-booking inquiries, leveraging deep understanding of vessel, products, enhancements, and pricing.
Ensure guests are billed correctly (including payment collection) for all extra services provided according to the signed contract with the support of the Account Manager.
Document guest interactions in Salesforce, emphasizing detailed notes and task management, and sending weekly reports as directed by the Director of Sales.
Compile necessary reports for bi-weekly meetings, ensuring all cruise details are visible for the sales and operations team.
Perform additional job duties as assigned.