Norwegian Cruise Line Holdings

Operates a global cruise line

Executive Collection Specialist

Customer SupportUpdated on Nov 13

Full-timeMiami, FL, USANo salary listedIn-person

About the Job

Requirements

A Bachelor's Degree in a related field of study, or an equivalent combination of education and relevant experience.
At least 2 years of professional experience in the travel industry, including land tours and shore excursions.
Knowledge and competency in NVS/Seaware, Microsoft Office, Word, Excel, and Microsoft Query.
Ability to assimilate and summarize details to support decision-making.
Ability to meet departmental and organizational standards in a fast-paced, multitasked, deadline-driven environment.
Ability to work in a team-driven environment and accept immediate project responsibility.
Strong customer service, written and verbal communication, and interpersonal skills.
Ability to complete assignments independently with detail-oriented and well-organized work.

Responsibilities

Support private touring across all three NCLH brands.
Manage guest and reservations mailboxes for requests and inquiries, and assist guests in designing custom experiences at ports of call.
Confirm services and follow up on their delivery.
Manage high volumes of private touring and/or ADA requests from guests and travel partners, ensuring each request is reviewed and answered promptly.
Communicate with ground operators worldwide to design guest experiences and obtain information needed to respond to Executive Collection inquiries.
Research guest and travel partner inquiries by contacting ground operators to determine arrangements and obtain quotes.
Develop pricing structures from research and present them to guests or travel partners for sale.
Oversee standard private offerings and maintain their cost and retail pricing.
Create tailored private tour requests and transfers to and from ships or hotels.
Create or customize pre- and post-land and overland programs worldwide.
Provide guests, travel partners, and the reservations team with detailed information about private requests.
Present options and clearly communicate services and retail pricing before confirming arrangements.
Enter confirmed private arrangements into guest booking accounts in the NVS system.
Relay confirmed and new private-arrangement details and provide support to onboard Destination Services and Shore Excursions Managers.
Clear Executive Collection waitlists.
Organize VIP transfers, private tours, and special arrangements for the International Reservations Department when requested.
Update the Executive Collection Retail Master pricing and ensure information is available to the NCL Shore Excursions team and onboard Shore Excursions Managers.
Assist the Entertainment Department with transfers and special arrangements for lecturers and media groups.
Manage and update the Turnaround Ground Operator contact list for corporate offices and onboard Destination Services and Shore Excursions Managers.
Attend meetings and industry functions as required.
Provide onboard Destination Services Managers with relevant information about customized tours, transfers, and ground operators.
Build and update tour programs in MXP throughout the year.
Perform other job-related functions as assigned.

Desired Qualifications

Strong knowledge of different ports and destinations.

GROW YOUR CAREER WITH US
At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

APPLY ONLINE
If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered.

JOB SUMMARY:

Support all aspects of private touring across all 3 brands of NCLH.
Responsible for managing mailboxes of guests requests/enquiries, mailboxes from reservations with requests/enquiries as well as assisting guests in designing and creating a custom experience in each port of call that guests request a private arrangement.
Confirm services and follow up on the delivery of services for this specially offered product..

POSITION RESPONSIBILITIES:

Manage a high volume of private touring and/or ADA requests for all three brands from guests/travel partners, ensuring each request is properly reviewed and responded to in a timely manner.
Communicate with Ground operators from around the world in regard to designing and creating unique experiences for guests on all 3 brands and obtaining additional information in order to respond to Executive Collection inquiries received from our various mailboxes.
Research all guest/travel partner inquiries by communicating with ground operators to determine arrangements and attain quotes.
Put together a pricing structure based on findings and present to the guest/travel partner for sale.
Oversee all the standard private offerings as well as cost and retail maintenance.
Create and establish specially tailored private tour requests and transfers to/from ship or hotel.
Create and/or customize Pre/Post Land and Overland programs for all posts worldwide.
Provide guests, travel partners, and/or reservations team with detailed information as it relates to guests private request.
Offer options and clearly communicate services and retails before confirming arrangements.
Add private arrangement into guests booking account in NVS system once confirmed by guests and operator.
Relay special private arrangement details and provide support to the Destination Services/Shore Excursions Managers on board with any confirmed and new requests.
Responsible for the clearance of executive collection waitlists.
Organize VIP transfers, private tours and special arrangements for the International Reservations Department when requested.
Update the pricing of the Executive Collection Retail Master and making sure information is readily available to view by our NCL Shorex team and all onboard Shore Excursions Managers.
Assist the Entertainment Department with organizing transfers and special arrangements of lecturers and media group.
Manage and update the Turnaround Ground Operator contact list for both corporate offices and all pertaining onboard Management - Destination Services/Shore Excursions Managers.
Attend meetings and industry functions as required.
Update the on-board Destination Services Managers with relevant information as it pertains to customized tours, transfers and ground operators.
Build and update new and current tour programs in MXP throughout the year.
Perform other job-related functions as assigned..

QUALIFICATIONS:

DEGREE TYPE:

Bachelor's Degree.

FIELD(S) OF STUDY:

Related field of study, or any equivalent combination of education and or relevant experience..

EXPERIENCE:

Minimum of 2 years of professional experience in the travel industry, both land tours and shore excursions.
Strong understanding/knowledge of different ports and destinations preferred..

COMPETENCIES & SKILLS:

Knowledge and competency of NVS/Seaware, along with Microsoft Office, Word, Excel and Microsoft Query.
Ability to assimilate and summarize details as appropriate to support decision-making.
Ensure that work meets departmental and organizational standards, while working in a fast paced, multi-tasked and deadline driven environment.
Ability to operate in a team driven environment and accept immediate project responsibility.
Strong Customer Service, Communication (Written and Verbal) and Interpersonal skills.
Ability to accomplish assignments displaying detail orientated and well-organized work in an independent manner.
Must be a detail oriented and well organized..

ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

LEARN MORE ABOUT OUR COMPANY:At a Glance Brand Overview Norwegian Cruise Line Oceania Cruises Regent Seven Seas Cruises

New ReleasesEQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

About the Company

Norwegian Cruise Line Holdings

Operates a global cruise line

Provide a concise four-part company summary for Norwegian Cruise Line Holdings, covering: what it does, how its products work, how it differs from competitors, and its goals.

Company size: 10,001+
Company stage: IPO
Headquarters: Miami, FL
Founded: 1966

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