Group Specialist

I am delighted to share that luxury river cruise line AmaWaterways is hiring for our Reservations Department - Groups team. Passionate coworkers, award-winning ships, exciting itineraries and generous benefits make AmaWaterways a wonderful place to grow your career.

JOB TITLE: Group Specialist

DEPARTMENT: Reservations

REPORTS TO: Manager, Group Reservations

SUMMARY: This position is primarily responsible for coordinating and overseeing the selling of the product to Travel Agencies, Tour Operators, groups (10 guests or more), and Free Independent Traveler (FIT) guests by performing the following duties.

DUTIES AND RESPONSIBILITIES:

• Exceeds travel partner and guest expectations through the completion of all reservation and sales related processes as listed.
• Performs other related duties as assigned by management.

Responsibilities for Group Bookings:

• Initiates contact with assigned group producers to explain booking procedures, booking policies, payment terms, and intake special requests.
• Manages Group files/accounts including creating and maintaining the group master account.
• Maintains relationship with travel agencies/group producer including monthly follow-up calls to assess sales momentum and respond to client needs.
• Creates and maintains individual reservations within the group master account.
• Intakes all group special and custom requests and coordinate their fulfillment with the Operations department.
• Manages group inventory including, but not limited to, allocating, releasing, and blocking cabins in the reservations system and escalates inventory challenges to the Group Sales Manager and Vice President, Reservations.
• Collects and processes group payments and allocates said payments to the associated bookings and group master accounts.
• Keeps detailed financial records of all revenues and costs related to assigned groups including providing detailed financial summary to the client.
• Requests group airfare and custom hotel/land arrangements.
• Coordinates and interfaces with the Marketing department to facilitate client requests for promotional collateral.
• Coordinates with the Information Technology (IT) department for account productivity reports and for assistance with system issues.
• Communicates new promotions to assigned travel partners and accounts.
• Attends consumer and trade shows as needed.
• Depending on call volume, Group Specialists may need to assist with FIT calls.

Responsibilities for FIT Bookings:

• Handles inbound sales calls and works to convert calls into sales whenever possible.
• Emphasizes saleable features, quotes prices, and payment terms.
• Collects and processes payments.
• Requests air quotes, hotel extra nights, and other client special requests with the appropriate internal department.
• Makes outbound lead follow-up calls to potential and exiting customers, by telephone and e-mail, to qualify leads and sell products.
• Answers questions and recommends appropriate products to fulfill customer needs.
• Ensures quality control of bookings to maintain the integrity of the product and to fulfill client needs.
• Handles high call volume, navigates system software, and utilizes relevant internal tools.
• Books cruises, generates invoices, and follows up with travel agents and/or direct guests.
• Develops and nurtures relationships with travel agencies and/or direct clients.
• Verifies client information in the reservations database and requests updates to the database when necessary.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: Microsoft Office Suite; Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Presentation Software, Reservation Software, Phone Software.

OTHER SKILLS REQUIRED:

• Excellent organizational, leadership, interpersonal communication, and computer skills.
• Clear and conceptual thinking ability is a plus.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Remains calm and professional in stressful situations.
• Detail-oriented and work effectively under pressure while meeting all applicable deadlines.
• Must be able to work independently and productively with minimum supervision.
• Recognizes problems, identifies possible causes, and resolves routine problems.
• Ability to establish and maintain a professional atmosphere for employees, clients, and customers.
• Ability to communicate financial concepts and financial transaction data to travel partners and guests.
• Able to work a flexible schedule to include weekends.
• Knowledge of geography is helpful.
• At least two years of directly applicable experience required or three years of sales and/or customer service experience or a combination.
• May require some travel on an as needed basis.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and/or move up to 10 pounds
• Specific vision abilities required by this job include: Close vision; Color vision