[Hiring] Onboard Experience Support Specialist @Private Destinations

Role Description

The Specialist, Onboard Experience Support provides elevated support to our onboard Guest Experience teams during and after the cruise. This position is heavily focused on supporting the onboard resolution of any issues or concerns raised by our guests, ranging from highly escalated issues and complex decision consultation to transactional administrative tasks. This requires outside of the box thinking, sound judgement and the ability to find creative solutions. In addition, the Specialist will also support any issues that require post-cruise follow-up by the ship via coordinated handoff and addressing any contacts received directly from guests or travel partners following the completion of the cruise. They will identify and share opportunities with leadership to foster the continuous improvement of our brand. The Specialist will do whatever is necessary to support our onboard teams in the delivery of an exceptional guest experience.

Responsibilities

• Provide elevated support to our shipboard staff during and after the cruise.
• Assist with handling sensitive and highly escalated situations as they require support.
• Actively listen to create understanding, research using a variety of available tools and techniques, and partner with the shipboard team on the appropriate course of action for the situation.
• Respond to inquiries and assist with requests for administrative support.
• Use empowerment and judgement to drive timely and effective resolutions, up to the full value of the booking where deemed necessary.
• Liaise with appropriate business units to ensure all relevant information has been processed as needed.
• Actively communicate and partner with shipboard teams at all phases to ensure alignment.
• Interface with the Accessible Experience team on issues requiring ADA expertise to drive resolution.
• Research guest and travel professional letters, e-mails, and phone calls regarding inquiries, complaints, and praises and communicate internally with the appropriate company personnel to resolve the issues.
• Manage customer interactions by utilizing the Siebel system.
• Create Service Requests (SRs), Activities, and monitor files to ensure that no issue is left unresolved.
• Follow up with guests to communicate the resolution of identified concerns and ensure their satisfaction with the handling of their expressed concern.
• Compose, edit, and prepare follow-up letters and emails for guests.
• Identify opportunities to improve processes and our overall guest experience.
• Research inquiries not addressed in applicable systems and ensure findings are communicated and documented appropriately.
• Provide support to onboard teams during shipboard incidents, including elevated communication, the processing of cruise fare refunds, and handling of out-of-pocket expenses.

Qualifications

• Excellent interpersonal skills and communication skills (verbal and written) with guests, travel agents, employees, other departments, and management.
• Strong listening skills and the ability to empathize and connect with customers.
• Ability to assess situations and determine the best course of action within scope of role.
• 2+ years of hospitality or customer service experience, including two years handling escalated issues.

Requirements

• This position is 100% remote based; however, there are some states where we are unable to hire: AR, CA, CT, DE, HI, ME, MN, NH, NY, OK, OR, SD, VT, WA, WV, WY.

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives