[Hiring] Group Specialist @Scenic Tours Europe AG

Role Description

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.

• 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 Guests
• Issue 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

Performance Expectations

• 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
• Respond 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

Key Relationships

• Groups Team
• Sales Team
• General Reservations
• Flight Department
• Global departments including but not limited to Groups, Inventory Control, Europe Ops, Yield & Operations
• Travel Advisors, Group Leaders, and Direct guests

Qualifications

• 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

Benefits

• Very attractive compensation package including a competitive salary
• Rich benefits package including Medical, Dental and Vision coverage
• Life Insurance
• Short Term and Long Term Disability coverage
• 401k plan with a company match

Company Description

Scenic Group is a leader in luxury small-ship river and ocean cruising operating internationally renowned brands Scenic Luxury Cruises & Tours and Emerald Cruises. For more than 30 years, the Scenic Group has been delivering outstanding vacation experiences to travelers who expect the best of everything.