- Responsible for overall management, support, and motivation of assigned Guest Care Center
- Responsible for all aspects of capturing, handling, servicing, maintaining, and reporting cruise and ancillary product sales.
- Subject matter expert on policies, procedures, product, itineraries, vessels, and systems.
- Organize and lead weekly team meetings and huddles to build and develop a cohesive team unit.
- In conjunction with Director, develop, maintain, and update department’s standard operating procedures.
- Support the Director in tasks related to the Guest Care Center phone system, including but not limited to setup and maintenance of auto-attendant menus, routing, and agent priorities.
- Build, maintain and develop successful relationships with third party vendors.
- Build, maintain and develop successful relationships with and among supervisors and leads; provide consistent coaching and development; establish consistent expectations and exhibit same, holding self and others accountable; foster cohesiveness and teamwork in alignment with company culture.
- Provide daily and monthly call center reporting as required.
- Organize and communicate marketing and sales promotions to call center.
- Organize and communicate guest notifications regarding deviations, itinerary updates, and program changes-in coordination with Director.
- Ensure the adequate training and development of Guest Care Center team, including feedback from new hire and ongoing training programs conducted/created by Training & Development Supervisor.
- Aid in the development of ongoing reporting programs and systems as well as regularly performing system audits and beta testing newly implemented technologies.
- Actively participate in the process of identifying, hiring, and training of Guest Care Center agents, leads and supervisors; maintain ongoing training and monitoring of work output to ensure the highest quality of guest experience and department performance.
- Ensure reservation system dynamics are understood by all supervisors, leads, and agents.
- Present professional level of customer service and appearance, as well as communication (verbal and written) to all – internal and external
- Ensure behavior and performance support the company’s mission, vision, values, and operating principles
- Solicit feedback and act to continuously improve success of team.
- Perform other duties and special projects as assigned.
REQUIREMENTS & QUALIFICATIONS
Education:
- High School Diploma or Equivalent Required
- Bachelor’s Degree in Business Administration, Marketing, or related field preferred
Skills & Abilities:
- Must be a dynamic and motivating leader of people, including the ability to provide ongoing and consistent coaching to call center agents, leads and supervisors; oversee and ensure conflict resolution between employees, in addition to customers; and while setting the best possible example, ensure all employees follow the company’s best practices for not only call center operations, but also working as a team and aligning with the company’s culture program
- Ability to be extremely flexible with daily schedule, including (but not limited to) working outside of regular business hours due to unexpected call center issues or vessel itinerary deviations, and willing to travel 10% of the time to vessels for familiarization, engagement and offsite meetings
- Ability to simultaneously manage multiple projects at any given time
- Have a sales-driven mentality with a heavy focus on customer service
- Must have professional written and verbal communication and interpersonal skills
- Ability to communicate and interact with team members, internal colleagues as well as external customers
- Knowledge of public relations principles and practices
- Knowledge of communication and public relation techniques
- Ability to develop and deliver presentations.
Experience:
- At least 10 to 15 years of experience in a similar leadership role
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 roughly $70,000 depending on knowledge and experience
*Additional requirements may be required depending on the physical needs of the role
OUR VALUES – RESPECT
At Hornblower Group and American Queen Voyages, 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
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.