Employment Opportunities

Department: Operations

Location: Los Angeles Headquarters Office - Calabasas CA USA

Reports to: Chief Operations Officer

Position Summary:

This position is primarily responsible for coordinating and overseeing the successful operation of one, or more ships through the flow of information to Hotels, Ground Suppliers, and European Staff, and internally with group and sales agents by performing the following duties.

Duties & Responsibilites:

• Works to a set Calendar of tasks for day-to-day operations.
• Maintains hotel blocks and releases and requests space, including extra nights, and upgrades.
• Runs reports.
• Creates accurate manifests to convey appropriate “cruise” information and sends it to necessary suppliers, utilizing the reservation system.
• Confirms services with ground suppliers through monthly updating of passenger numbers.
• Maintains costing sheets per departure for costing control.
• Generates, compiles, packages, and sends customer final documents.
• Works with the Group department to ensure all groups run smoothly.
• Coordinates any requests for custom services, in a timely manner and quote pricing to the end user.
• Answer operations questions from the Reservations (Group and Free Independent Traveler (FIT)) department.
• Works with the Air department to ensure air tickets are issued in time and accurately.
• Negotiates with suppliers for contracted and custom services.
• Validates online tour selection menu for each cruise.
• Performs other related duties as assigned by management

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

• Associate's Degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Computer skills required:
  • Inventory Software; Microsoft Office Suite; Database Software, Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Presentation Software, Reservation Software, Phone Software
• Other Skills Required:
  • Excellent organizational, leadership, interpersonal communication, and computer skills.
  • Clear and conceptual thinking ability is a plus.
  • Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
  • Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
  • Remains calm and professional in stressful situations.
  • Detail-oriented and work effectively under pressure while meeting all applicable deadlines.
  • Must be able to work independently and productively with minimum supervision.
  • Recognizes problems, identifies possible causes, and resolves routine problems.
  • Ability to establish and maintain a professional atmosphere for employees, clients, and customers.
  • Operations experience required.
  • Knowledge of geography is helpful.
  • At least one year of experience required.
  • Ability to analyze the risk, benefit, and impact of decisions on the present and future business environment prior to taking action.
  • Ability to look at situations from several points of view.
  • Advance spreadsheet and computer skills.
  • Ability to work with internal and external senior level executives.
  • Demonstrable competence in team building, development of objectives and goals, and goal accomplishment.
  • Exceptionally strong leadership and management capabilities.
  • May require some travel on an as needed basis

Physical Demands and Work Environment:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and/or move up to 10 pounds
• Specific vision abilities required by this job include: Close vision; Color vision

Department: Reservations

Location: Remote; U.S. Based, non-California resident

Reports to: Vice President, Reservations

Position Summary:

This position is primarily responsible for selling the company’s product to travel agencies and direct guests, providing telephone customer support services by performing the following duties.

Duties & Responsibilites:

• Exceeds travel partner expectations through the completion of all reservation and sales-related processes as listed.
• Handles inbound sales lead calls to convert calls into sales.
• Emphasizes salable features, quotes prices, and payment terms.
• Takes payments accurately.
• Makes outbound lead follow-up calls to potential and existing customers by telephone and e-mail to qualify leads and sell products and services.
• Answers questions and recommends corrective services to address customer complaints.
• Overcomes technical and business objections of prospective customers.
• Builds and maintains customer relationships.
• Oversees quality control of bookings to maintain the integrity of product.
• Handles high call volume, navigates system software, and utilizes Outlook.
• Books cruises, generates invoices, and follows up with travel agents and/or direct guests.
• Develops and nurtures relationships with travel agencies and/or direct clients.
• Updates and maintains the reservation database, verifies client information and makes necessary corrections to new and existing bookings.
• Requests air quotes through the in-house Air department.
• Quotes prices and payment terms.
• Performs other related duties as assigned by management.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• At least three years of sales and/or customer service experience or a combination of both.
• Computer skills required:
  • Microsoft Office Suite; Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Presentation Software, Reservation Software, Phone Software
• Other Skills Required:
  • Excellent organizational, leadership, interpersonal communication, and computer skills.
  • Clear and conceptual thinking ability is a plus.
  • Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
  • Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
  • Remains calm and professional in stressful situations.
  • Detail-oriented and works effectively under pressure while meeting all applicable deadlines.
  • Must be able to work independently and productively with minimum supervision.
  • Recognizes problems, identifies possible causes, and resolves routine problems.
  • Ability to establish and maintain a professional atmosphere for employees, clients, and customers.
  • Able to work a flexible schedule to include weekends.
  • Good knowledge, preferably through personal experience, of world geography, and foreign countries.
  • Requires a result-oriented sales professional with strong closing skills.
  • Requires domestic and international travel on an as-needed basis.

Physical Demands and Work Environment:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and/or move more than 10 pounds
• Specific vision abilities required by this job include: Close vision; Color vision

Department: Reservations

Location: Los Angeles Headquarters Office - Calabasas CA USA

Position Summary:

This position is primarily responsible for handling the company’s highest level of service issues to ensure our travelers’ escalations are resolved in an efficient and timely manner. Interfaces with all internal and external partners to effectively resolve any service-related issues, while balancing both the needs of the traveler and the business by performing the following duties.

Duties & Responsibilites:

• Handles post-cruise customer service inquiries from traveled guests and travel agents as well as inquiries addressed to Senior Executives, and issues filed with Better Business Bureaus and Attorney General. Represents the company with the utmost professionalism and positive manner.
• Researches, analyzes, and resolves customer (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and creates appropriate resolutions, while maintaining ownership of the issue.
• Interfaces with internal partners (Operations, Reservations, Accounting, etc.) to cull needed data related to customer service issues.
• Researches and analyzes data from various sources (reservation software, Cruise Manager reports, excursion logs, etc.) related to trip issues.
• Resolves post-cruise customer service issues and follows up with guest and travel agent partners to ensure complete satisfaction.
• Escalates specific cases to Manager based on outcome.
• Maintains logs of all customer service issues, feedback, and resolution costs.
• Communicates every opportunity to improve service execution.
• Performs other related duties as assigned by management.

Qualifications:

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills required:
  • Contact Management Systems; Microsoft Office Suite; Database Software, Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Reservation Software, Phone Software
• Other Skills Required:
  • Displays empathy and understanding when providing responses on behalf of the company
  • Recognizes when to escalate a case for Management’s review.

Physical Demands and Work Environment:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and/or move up to 10 pounds
• Specific vision abilities required by this job include: No special vision requirements