About the Opportunity:
This role encompasses a range of responsibilities aimed at ensuring the efficient functioning of the office. It involves overseeing guest relations by managing chat coverage and reservation emails, while also handling various accounting tasks such as billing inquiries and refund processing. The position involves support in coordinating orders and procurement for guest supplies, uniforms, and office essentials. Additionally, it entails collaboration with the McKinsey Hotel RFP Process, reconciling invoices, and actively participating in hotel meetings. Rooming list management, Banquet Event Order reviews, and embarkation support are also integral parts of the role. The position may require additional duties as assigned, contributing to the seamless operation of the organization.
Essential Duties & Responsibilities:
- General Office Management and Administrative tasks
- Guest Relations Including:
- Manage Guest Chat Coverage to ensure timely and helpful responses to guest inquiries.
- Handle Reservations Email Management, ensuring accurate booking information and responding to reservation-related queries.
- Accounting:
- Efficiently manage Billing Email Management by addressing payment-related inquiries and issues.
- Participate in the Reconcile Refund Board process to ensure accurate refund processing.
- Assist in TrinDocs procedures related to accounting and financial documentation.
- Hotel Procurement & Management:
- Collaborate with the McKinsey Hotel RFP Process to ensure seamless hotel accommodations.
- Reconcile invoices and maintaining accurate records.
- Contribute to the Cancel Pending Report and participate in weekly hotel meetings regarding attrition.
- Manage the Monthly Hotel Accrual Spreadsheet for accounting purposes.
- Maintain Hotel Relations and effectively resolve any issues that may arise.
- Conduct cross-checks for rooming lists and assist in clearing hotel waitlists.
- Review and sign Banquet Event Orders (BEOs) as required.
- Monitor and manage rooming lists at 30, 60, and 90-day intervals.
- Ordering & Procurement Support:
- Facilitate supply orders for City Stay packages, including Invitations, Envelopes, Luggage Tags, and Misc Signage.
- Manage supply orders for Embarkation, such as Hospitality Table Signage.
- Handle orders for various guest-facing supplies, including Motorcoach/Vessel Dashboard Signage, HOHO Stop Signage, and more.
- Coordinate the procurement of uniforms for different teams within the organization.
- Organize orders for miscellaneous office supplies required for daily operations.
- Provide Embarkation Support as needed to ensure a smooth boarding process for guests.
- Perform other duties as assigned
Requirements & Qualifications:
Education:
- HS Diploma or Equivalent Required
- Bachelor’s degree in business administration or a related field preferred (or equivalent experience).
Skills & Abilities:
- Strong organizational and multitasking skills.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office Suite and relevant software applications.
- Ability to work well under pressure and meet deadlines.
- Attention to detail and accuracy in all tasks.
Experience:
- Prior experience in the hospitality or cruise industry is a plus.
Other:
- Must be at least 21 years of age
- Submit to and pass alcohol and drug tests including but not limited to pre-employment, random, reasonable suspicion, and post-accident/incident testing
- Compensation is $50,000-$60,000 based on skills and experience
- Additional requirements may be required depending on the physical needs of the role
About Us:
At Hornblower Group and American Queen Steamboat Company, our mission is to create amazing experiences – not only for our guests, but our employees. Our company values (RESPECT) and operating principles (Hornblower 12) allow us to live out our mission of creating amazing experiences.
RESPECT stands for: Respect, Environment, Safety First, Professionalism, Exceed, Communication and Teamwork. Our Operating Principles, known as the Hornblower 12 demonstrate the ways we promise to engage to live those values:
- We treat others – guests and fellow crew members alike – with Respect, by fostering a diverse and inclusive environment.
- We are stewards of the Environment through practicing conservation, protection and education.
- We believe in Safety First by creating and maintaining a safe and secure workplace.
- We are Professional, and will demonstrate that in the following ways:
- We are on time – to start and stop – and we come prepared.
- We make objective data- and logic-based decisions with limited emotion.
- We prioritize by making difficult trade-offs and fast, quality decisions. We follow the 80:100 rule, making decisions that are at least 80% right, but 100% actionable.
- We Exceed expectations, embracing these principles:
- As employees, we expect to win, but always prepare and passionately compete like an underdog.
- We strive to innovate and reinvent, always looking forward and not stuck in the past.
- We value Communication, by following guiding principles:
- We listen to each other – fellow crew members and guests – and are responsive, vehemently following the 24-hour rule.
- We are transparent and efficient in our processes and do not entertain politics and bureaucracy.
- Teamwork helps drive us towards success, and together we embody teamwork by:
- We function as a team, playing our role and trusting our teammates.
- We work hard but have fun and don’t take ourselves too seriously.
- And most importantly, we take the time to recognize and celebrate our successes together under the Hornblower family!
EEO-Equal Opportunity Employment
The Company is proud to be an Equal Employment Opportunity employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. The Company participates in the E-Verify program in certain locations.