Responsible for increasing revenues and profitability by 20% while continuously driving a best-in-class guest experience in a multi-unit retail business. Manage relationships with several concession partners to develop and execute initiatives while measuring success metrics. Analyze sales trends - including passenger demographic information - to uncover best practices between partners, identify assortment opportunities, and drive informed decisions for targeted marketing campaigns and differentiated offerings in unique markets. Lead high-priority projects from concept to install such as new ship launches and full shop refurbishments.

Drive unified approach across 6 retail partners that are critical to the business to maximize cohesiveness with company-specific policies and procedures. Coordinate collectively with the Entertainment and Onboard Marketing Departments to enhance the shopping message, while serving as driving force for all retail experiences and events that tie the core function of the Entertainment Team to the retail arena onboard. . Manage and control all shipboard marketing and communication to concessionaires, while serving as the gatekeeper and auditor for all onboard communication tied to safety, events and the guest commerce plan. Monitor all dry dock schedules and logistics while managing expectations pre and post dry dock to ensure all project management and safety protocols are in place and executed correctly.

Relate to people in a manner so as to win confidence, support, and understanding in the purposes, programs, and goals of the organization. Perform within core values: Passion, Accountability, Trust, Relationship and GrowthProvide excellent customer service to confirmed charter accounts, deposited large groups and incentive bookingsServes as lead coordinator to all other internal teams necessary to creating, staging and executing the client’s event.Meets with a client to discuss goals and objectives then designs an event plan including video production needs, staging, lighting, room designs, decorations, catering, etc.Supervises vendors, partners, sponsors and exhibitors at events during set-up and execution of the program in full.Manage Full Ship charters, Large Groups and Incentives including designing complex on-board programming as well as customized shore excursions, open bar, Specialty Restaurant reservations etc.Make recommendations to accounts for program and scheduling alternativesCommunicated with client and Media Services representative to design/approve any support materials required for the event.Performs a site inspection with the client and any necessary members of the assigned technical crew.Prepares a final event profitability report and handle post voyage reconciliation

Provide accurate information to guests in a courteous manner; fill all reasonable guests’ requests or requirements; anticipates guests needs. Display a high level of integrity and professionalism at all times in dealing with guests, employees and outside contacts. Act on issues reassigned and escalated by Customer Care Voice Consultants. This includes handling calls in which a customer is not satisfied with the initial resolution of their concern and has requested to speak to a Supervisor.Follows established escalation procedures when unable to immediately resolve customer issues or questions Maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience.Offer support to department associates, as well as the Contact Center Leadership team, regarding specific service scenarios and unique events (i.e., hurricanes, natural disasters,crisis situations, unique problem trends, etc.) impacting the experiences of cruise guests; communicates vital information to the team on these matters when needed.Exercise good judgment skills and assist with the proper resolution of issues and escalated issues, including matters of guest compensation and communication with property associates and guests.Determine if claim is approved or denied and communicate results to the customer. Executes returning guest account maintenance as outlined in department procedures.Communicates directly with Leadership to identify opportunities for individual associate instruction and identify service trends impacting department operations.Resolves escalated issues as assigned by management, including issues received via internal and external business channels, such as Corporate, the Better Business Bureau, social media outlets, etc.Utilizes sound judgment when encountering unique customer concerns without direct supervision.

Develop, implement, and monitor all key functions related to inventory transactions to assure that they are accurate and timely. Work closely with accounting to resolve issues and direct resolution. Perform thorough research and document inventory discrepancies. Adjust inventory that has been documented as discrepancy. Coordinate cycle count to identify and correct discrepancies by location. Monitor sales, purchases and transfers for accuracy and timeliness.

A strong negotiator with exceptional sales abilities Competitive and passionate Highly motivated and loves results Sell travel packages in all product categories, to include the preparation of complex itineraries with a mix of products. Actively solicit and promote new travel business. Advise on best value, location, and mode of travel to meet client needs and develop book of business. Complete reservations and advise clients regarding documentation requirements. Consummate sale by making necessary travel arrangements (i.e. reservation, collection of money, and processing of documents). Receive and resolve related customer concerns. Build and grow a book of client business. Handle inbound sales calls from prospective passengers, identify their needs and provide a solution, sell the cruise benefits and complete the reservation booking process.Make follow-up outbound calls to guests to provide additional information, overcome objections and finalize booking for a reservation. Offer Air travel arrangements for high-end customers, including hotels and air travel. Act as a knowledgeable resource and consultant to Travel Agents assisting them to complete sales for their customers, including outbound follow-up as needed.Maintain individual sales and service quality goalsProcess itinerary changes, payments and requests for brochures as needed.

Provided exceptional customer service to corporate clients while booking travel per company guidelines and provides the same level of customer service by providing travel options to leisure clients that meet their expectationsManaged phone queues by promoting and maintaining excellent client relations while managing corporate travel plansProvides prompt and accurate service processing air, hotel, and ground transportation.Assisted with booking frequent flyer points, upgrades, transfers, schedule changes, air cancellations, exchanges, lost baggage, MCO's, refunds, revalidations, and resolves PNR issues with refunds, complaints, and no shows.Researches destinations, hotels, cruises, airfare options, site seeing, and additional trip information to best meet the client’s needs and expectations. Attends webinars and studies destination demographics, amenities, values, specials, new hotels, etc. Is knowledgeable of world events and weather that might affect travel plans. Verifies rates and company travel policies via the company profile to ensure accurate booking for clients per company guidelines.Processes airfare, hotels, and ground transportation via Sabre GDS’s. Updates client information in database. Processes travel requests for deposits and payments. Creates and processes accurate invoice using Sabre,and back office systems.Processes final documents which may include itineraries, visas, inoculations, air and transportation tickets, and final payments. Follows up with clients returning from trip and contacts past clients to notify of specials and offer assistance with future travel plans.Pro-activism ~ ability and motivation to actively seek out, develop and maximize selling opportunities.Actively selling the preferred vendors in order to assure customer service, sales and profitability for the company. Includes value-adding services and cross-selling.