Assoc, Employee Cruises

POSITION SUMMARY
Responsible for all administration associated with the successful delivery of the Employee Cruise program.  Coordinates cruise requests for employees, family, friends and 10% off bookings.  Interact with employees on a regular basis to respond to inquiries, confirm bookings, interpret company policies and resolve employee concerns.  Must carefully and efficiently evaluate resolution options and display superior customer service to amicably and positively handle the employee’s inquiry to conclusion. Will be required to perform other duties as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES
1.    Processes and maintains cruise requests for all shoreside, shipboard and international employees.  
2.    Maintain Employee Cruise Request (ECR) data integrity. Enters information into database to obtain computerized records. Makes decisions on special fares, exceptions to company policy, upgrades, special air arrangements, etc. to ensure best interest of company and customer is met. 
3.    Interact with employees on regular basis to confirm bookings, interpret policies, respond to inquiries and resolve concerns.
4.    Work with Revenue Management on release of cabins for employee cruise program.
5.    Coordinate berthing of employees & their families on requested sailings in accordance with specific cruise policies.  Enter relevant data in ECR and AS400 database.
6.    Uses expertise in assisting shipboard personnel requiring guidance with difficult situations, or employees requesting escalation of their situation by joining or taking over the situation.  Responsible for explaining resolution process and developing the shipboard’s personnel’s skills so that the shipboard employees gain greater understanding of the employee cruise program.
7.    Examines booking history, accounting information, related documents and correspondence, and converses or corresponds with customer and relevant personnel from other departments including but not limited to Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales, etc. to obtain facts regarding to routine inquiries.    
8.    Assist as needed to develop policies, communication materials and prepare correspondence to management and employees.
9.    Financial responsibilities include the ability to thoroughly research all aspects of customer experience and service level to determine appropriate service recovery within compensation parameters for the employee cruise program.
10.    Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS, KNOWLEDGE, AND SKILLS
•    Bachelor’s degree (BA) preferred; with 3-5 years’ experience, with 1-2 years reservations, customer service experience and/or training; or equivalent combination of education and experience.
•    MS Word, Windows and Excel knowledge required.  40 wpm typing required
•    Excellent interpersonal skills and be able to work across departments is a must.
•    Strong analytical and problem solving skills are a must.
•    Excellent communications skills, both written and verbal. Must have ability to compose letters for executives.
•    Must possess ability to be a self-starter, work unsupervised and interact effectively with others.
•    Must be able to handle problems in a professional manner.