About Scenic Group:

From humble beginnings in Newcastle, Australia, to a global company with business centers in Australia, New Zealand, Switzerland, USA, Canada, and the UK, Scenic and Emerald Cruises are a true success story within the travel industry. The Scenic story began in 1986, when our founder Glen Moroney began operating coach tours throughout Australia, quickly expanding into New Zealand, Norfolk Island, and South Africa. By the end of the decade, Scenic was hosting tours to Canada and Alaska, and in 2008 we launched our unique Space-Ships and began offering luxury all-inclusive river cruises throughout Europe. In 2019, Scenic also launched the World’s First Discovery yacht, Scenic Eclipse. Emerald Cruises was formed in 2013 to offer a contemporary and inclusive cruise experience. Fast forward to 2023 and we have 9 Star-Ships sailing the worlds celebrated rivers and Emerald Azzurra, the first luxury yacht, which joined the fleet in 2022. We are eagerly awaiting to add Emerald Sakara to the family, launching in 2023 to sail the coastlines of the Caribbean, Central America, Mediterranean and Adriatic Sea.

The purpose of this role is to coordinate all aspects of groups reservations.

Position Responsibilities:

Primary front-line sales in making and servicing group bookings via phone and email
Ensure consistency in service standards and service delivery for group reservations
Provide excellent customer service for inquiry’s, pricing and for group bookings to Travel Advisors and Direct Guest.
Issue timely and accurate group pricing, adjustments, and booking advice
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 and problems
Participate in reservations training sessions
Participate in company performance reviews
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

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

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
Responding to customer needs in a timely and efficient manner
Identify opportunities and takes 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

Required Skills/ 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
Thorough knowledge of Scenic & Emerald products
Ability to travel as assigned to familiarization trips
Proficient 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
Willingness to go above and beyond
This is a remote/work from home position

Scenic Tours USA, Inc. offers very attractive compensation package including a competitive salary and rich benefits package including, Medical, Dental and Vision coverage, Life Insurance, Short Term and Long Term Disability coverage and a 401k plan with a company match.

Scenic Tours USA, Inc. is an Equal Opportunity Employer.

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Scenic - Luxury Cruises & Tours

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Group Specialist