Groups Coordinator - Fluent Hebrew & English

Location
Southampton
Salary
Competitive Salary Dependent on Experience
Posted
31 Oct 2017
Closes
30 Nov 2017
Contract Type
Graduate, Permanent
Hours
Full Time

Our Groups team are our behind the scenes department that look after our larger bookings.  This international team builds strong relationships on the phone and e-mail between our European Travel Agents and internal teams to ensure that we consistently exceed their expectations by delivering an exceptional customer experience.  Dealing with special requests and shore excursions and proactively working to sell other on-board revenue products, this team are detailed and work to ensure that every area of a booking is covered.  Their knowledge of our product is unparalleled and this team make sure that each guest and travel partner benefits from our service.  

Languages are an asset for us with these positions and we are particularly interested in hearing from you if you speak Hebrew and English. Working Hours based on 37.5 hours per week on shift basis depending on market.

Responsibilities

  • Handling of inbound and outbound calls and enquiries by email within the defined service levels
  • To achieve first contact resolution on all enquiries
  • Engage in an active sales process with guests who initiate contact with Norwegian regarding groups, shore excursions and other onboard revenue products
  • Provide each contact with the features and benefits of Freestyle cruising and to raise product awareness
  • Consistently exceed customers’ expectations by delivering an exceptional customer experience on each contact
  • Deal with special requests and requirements for groups and shore excursions
  • Continuous reporting ensuring information transfer to Groups & Shore Excursions Supervisor
  • Open communication with Groups & Shore Excursions Supervisor and Groups & Shore Excursions Specialist
  • Further development of effective procedures and structures in cooperation with Groups & Shore Excursions Supervisor
  • Maintain a thorough knowledge of all Norwegian products, services and systems
  • Assist with other departments as and when requested
  • Manage group bookings from system set up, through to administration, group accounting and invoicing
  • Upselling group benefits, adding value to groups, such as drinks packages, cocktails parties and pre-paid service charge
  • Monitor group business with regards to releasing unsold space and liaising with Sales Managers to ensure group space is being utilized
  • Building rapport with group partners
  • Take ownership of enquiries and follow them through to completion

About You

  • Ideally minimum of 1 year of travel industry experience – or  experience in a customer service role
  • Effective interpersonal skills to engage all levels within the organization and external guests
  • Ability to consistently deliver the level of customer service required to achieve a positive guest experience.
  • Ability to remain focused in adverse situations, while effectively using diffusion skills to prevent escalation
  • Excellent organisation and time management skills with the ability to prioritise and deliver to tight deadlines
  • Attention to detail
  • Positive and enthusiastic approach with a dedicated and flexible attitude
  • Self-motivated person with ability to work independently and under pressure
  • Must be solution focused and able to use initiative to problem solve
  • Ability to work as part of a team
  • Excellent written and verbal communication skills in English & Hebrew both written & oral –fluent (essential)
  • IT Literate – Experience of Travel Reservation systems and MS Outlook, Word and Excel

So, if you believe you meet our profile and are what we are looking for, then please send your cv and covering letter to Claudia Mendez – Groups Manager:  CMendez@ncl.com