Team Leader, Groups & Charters

Responsible for leading the operations and execution of group bookings, shipboard events, and charter services. This role ensures seamless coordination between internal departments to deliver exceptional group, charters, and events experiences that align with company brand standards. The position plays a critical role in driving revenue growth, streamlining operational processes, and enhancing client satisfaction for both group and charter segments.

Group Booking sand Charter Operations Management

Lead execution of group bookings and charter services, ensuring all logistical, operational, and customer service elements are effectively managed. Coordinate with relevant teams to guarantee smooth execution from initial inquiry through post-travel follow-up.

Drive the commercial success of the group and charter segments by developing and executing targeted sales strategies. Identify new market opportunities, generate leads, and build strong client relationships to maximize revenue and support overall business objectives.

Internal and External Coordination

Facilitate seamless coordination between internal departments-such as sales, operations, guest services, and finance-and external partners, including corporate clients, travel agencies, and charter providers. Ensure alignment across all stakeholders to deliver a cohesive and efficient service experience.

Continuously evaluate and refine workflows, tools, and procedures to improve operational efficiency and reduce turnaround time. Implement best practices and leverage automation or digital tools to enhance the planning and execution of group and charter programs.

Maintain a strong focus on customer satisfaction by ensuring that group and charter experiences meet or exceed client expectations. Proactively manage feedback, resolve issues with urgency, and ensure all services reflect the high standards.

Standards Alignment and Compliance

Ensure that all group and charter activities are fully aligned with brand standards and comply with internal policies, safety guidelines, and service protocols. Monitor quality assurance processes to uphold consistency and excellence across all client touchpoints.

Leading

Lead and monitor the program to ensure that processes and procedures are properly implemented and that the team is achieving defined objectives and standards.

• Managethecompletecycleofgroupbookingsandcharters,frominitialinquiryandproposaldevelopmenttoconfirmation,execution,andpost-voyage evaluation.
• Collaboratewithmarketingandsalesteamstodesignandpromotecustomizedpackagestailoredtotheneedsandpreferencesofgroupandcharterclients.
• Coordinatewithinternaldepartments,including operations,food&beverage,and entertainment,tocurateanddelivermemorable,end-to-endgrouptravelexperiences.
• Overseecontractmanagementandensureaccuratefinancialtrackingofgroupandcharterbookings,maintainingalignmentwithcompanypoliciesandbudgetarycontrols.
• Conductmarketresearchandtrendanalysistoidentifynewopportunitiesforgrowthandexpansionwithinthegrouptravelsegment.
• Prepareandpresentgroupbookingproposalsandcustomizedcharteritinerariestoprospectiveclients,tailoringofferingstomeetclientpreferencesandbudget.
• Maintainaccurateandup-to-daterecordsofgroupcontracts,guest profiles,booking statuses,andservicerequestsusinginternalsystemsand
  
  CRMtools.
• Coordinatepre-departureplanningmeetingswithrelevantdepartmentstoconfirmlogistics,special requests,andservicedeliveryrequirements.
• Conduct post-tripevaluationsandgatherfeedbackfromgroupleadersandcharterclientstoassesssatisfactionandidentifyimprovementareas.
• Developandmaintainpricingmatricesandrateguidelinesforgrouppackagesincollaborationwiththefinanceandpricingteams.
• Supporttheonboardingandtrainingofjuniorstaffinvolvedingroupandcharterservicestoensurefamiliaritywithprotocolsandbrandstandards.
• Supportsadditionalareasof Guest Experience and Hotel Operationsasdirectedbythelinemanager .