Assistant Manager,Charter Operations Job Virginia area,Minnesota USA,Customer Service/HelpDesk

Position Summary

Position Summary
Reporting to TSS Manager, you’ll be responsible for all the operation of charter and MICE groups. Maintaining groups under the reservation system and coordinating with onboard staff, with capability in event concept development and management. Be responsible for overseeing amenity reviews and lounge applications for all types of groups. Be responsible for problem resolution and support. The specialist ensures all onboard programs are requested, confirmed prior, and supports clients and shipboard team with amendments and revisions of existing onboard arrangements.

You’re also required to escort the group to ensure smooth and excellent communication between clients and the shipboard team.

Essential Duties And Responsibilities

Be familiar with company products and basic process of event arrangements.

Ability to understand the client’s needs appropriately, and negotiate with clients and shipboard team.

Be familiar with charter contracts and understand each item in detail; follow up properly.

Act as main point of contact for clients requesting information on ship specifics, capacities and measurements, appropriate venues, alternate functions, time or venues, and advise clients in need of support in the event planning aspects of their programs.

Attend related meetings, team activities, recognition delivery and development, facilities concerns discussions to secure needed services, exceptions or arrangements.

Liaison with other departments (Hotel Operations, Entertainments, Food & Beverages, Onboard Revenue, Marine Operations, etc.) to provide the best possible customized onboard experience for event business.

Ability to make decisions in situations with multiple variables and tight deadlines; assess complex situations and make mutually beneficial decisions where limited standardization exists.

Address problems, complaints, and requests by phone or written correspondence according to response guidelines and QA metrics.

Be able to troubleshoot, multitask, and work on several projects at the same time.

Arrange operation training with clients to make them clear on all processes, ship facilities, and related charter events.

Schedule and complete regular conference calls with the assigned onboard team to review upcoming groups, ensure seamless delivery of promised group programs, and finalize all items including onboard activities and special client requests.

Sail with clients if required, work with the onboard team to ensure the Operational Plan is carried out smoothly and address any incidents during sailing.

Maintain timely communication with clients to prevent missing or delays.

Able to work independently as well as in a team, work flexibly under pressure, and perform well with little supervision.

Deliver a consistent and high level of customer service to build an excellent company image; work in a self-motivated and professional manner at all times.

Demonstrate good communication skills, including rapport-building with all related parties.

Plan and foresee potential business and operational risks, initiating forward action to protect company interests.

Have financial knowledge to allocate the charter payment under the system accurately, including providing the amount breakdown.

Perform other duties as required; this description does not restrict the duties to be performed. May be required to perform other job-related duties assigned by management.

Qualifications

Bachelor degree or above required.

Excellent oral and written English.

Leadership experience required for this role.

6–8 years of related work experience.

Cruise industry experience preferable.

Knowledge And Skills

Be patient and careful with guests and keep the communication line with clients open.

Great team player who drives to achieve team goals.

Proactive working attitude with attention to detail.

High sense of responsibility and fast learner.

Strong sense of responsibility with a positive attitude.

Ability to coordinate with different cultures and departments.

Flexible with a can-do attitude.

Demonstrate good personality and passion towards the job.

Strong communication, coordination, and problem-solving skills; able to collaborate with colleagues from different departments and handle challenging issues.

Excellent organizational and time management skills; able to handle multiple tasks and complete them on time; strong teamwork.

Excellent operational skills and ability to use all related tools and systems (document systems, reservation systems, and other operation-related company systems).

Be flexible and have a can-do attitude.

Proficient in computer system operations, including Word, Excel, and Office software.

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Assistant Manager, Charter Operations