Special Services, Pre-Voyage Specialist
About The Position
The Special Services Specialist delivers exceptional, personalized guest service while supporting the Senior Manager, Special Services, and cross-functional teams. The role coordinates Special Services requests accurately and promptly, proactively addresses guest needs, and resolves service-related concerns with care and professionalism. The position builds lasting guest relationships, takes ownership of guest needs, and supports seamless experiences throughout the guest journey. The position is hybrid in downtown Fort Lauderdale, Florida, in a comfortable indoor call center office setting.
Requirements
- A two-year college degree or three years of industry experience.
- At least three years of Special Services experience within the travel industry.
- Experience managing guest manifests and sensitive or confidential information with appropriate discretion.
- Strong organizational, critical-thinking, problem-solving, and multitasking skills in a fast-paced environment.
- Demonstrated commitment to exceptional guest service and high service standards.
- Excellent written and verbal communication skills and ability to collaborate effectively across departments.
- Ability to quickly learn and apply Reservations and Special Services systems, policies, and procedures.
- Proficiency in Microsoft Office and aptitude for learning new systems and applications.
- Ability to generate reports, organize information, and present data clearly and concisely.
- Ability to develop and maintain strong cross-functional working relationships.
- Dependability and accountability, including consistently meeting attendance, scheduling, punctuality, and break requirements.
Nice To Haves
- Luxury cruise experience preferred.
Responsibilities
- Manage and coordinate guest special requests from pre-voyage planning through shoreside-to-yacht handoff, ensuring requests are accurately documented, communicated, and actioned as appropriate.
- Collaborate with Reservations, Experience Ambassadors, and key stakeholders to identify and support VIPs, Bonvoy members, media, specialty partners, and other priority guests’ pre-voyage needs.
- Coordinate special orders and personalized arrangements, including food and beverage requests, dining and group dining, celebrations and events, dietary needs, medical and accessibility accommodations, and other shipboard requests.
- Process gift orders, including confirmation and reconciliation as required.
- Support guests with medical and accessibility needs in accordance with applicable accessibility requirements, including the Americans with Disabilities Act and European Accessibility Act.
- Coordinate with Hotel Operations, Port Operations, Inventory Management, and other teams on visitor requests, port deviations, guest shipping needs, and required travel documentation.
- Support the collection and completion of required consent forms for children traveling, in partnership with Inventory Management.
- Maintain clear and timely communication with shoreside and shipboard teams to support seamless guest experiences and operational execution.
- Provide updates to the Manager of Reservations Communications & Engagement to help maintain accurate and relevant team FAQs.
- Build and maintain strong cross-functional relationships with shoreside departments and shipboard personnel.
- Provide support to the Post Voyage Specialist as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
