Windstar Cruises Jobs (1)

Overview

Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors.

Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruise around the world.

Our Mission : We imagine and deliver personalized and immersive experiences 180 degrees from ordinary

Our Vision : Enriching people’s perspective through inspired travel

Our Values : W elcoming, I nnovative, N ow, D iscipline, S erve, T eamwork, A uthentic, R esponsible

We are seeking a Guest Relations Supervisor to oversee daily Guest Relation and Loyalty Program matters and facilitates proactive resolution for escalated cases, with call, email, letter correspondence throughout the investigation and resolution process.

This positon maintains effective communications with management, ships, and staff related to guest experience and relations.

As well as provides the Guest Relations staff with effective supervision, mentoring and development.

Responsibilities

• Daily review of Guest relations cases, planning resolution actions and timely responses.
• Supervise, train, coach, develop and motivate Guest Relations Agent / s to ensure they work effectively and efficiently to accomplish their tasks.
• Answer Guest Relations and Guest Services calls related to case issues, actioning each case and update the case tracking for follow up.
• Manage Guest Relations KPIs and provide timely reporting of metrics.
• Prepare evaluations and correspondence for Guest Relations cases.
• Provide support and assistance to our onboard team, Guest Services team and partners related to our guests during escalated and emergency.
• Provide oversight and manage the company guest onboard survey (UNIFOCUS) to effectively collect, report and guide improvement of guest satisfaction with their Windstar experience.
• Effectively manage the administration and coordination of the YCM Loyalty program.
• Provide active assistance of Emergency Cases (CARE) involving guests and assigned cases, facilitating proactive contact, follow up and case reporting to appropriate departments.
• Maintain current proficiency of company Products, Policies and Procedures.
• Effectively coordinate communications, collaboration within Guest Services and Hotel Operations to understand and improve overall guest services.
• Maintain accurate data and files related to Guest Relations and Guest Services compensation, FCC, SBC, and other forms of consideration applied to guests / bookings.
• Establish and maintain a strong relationship between Guest Services, the staff on board, and other departments within the company.
• Assist with guest phone calls as necessary such as answering guest-related calls and / or calling guests, Travel Advisor or staff onboard.
• Provide general support and assistance with projects as requested by Management.
• Represent Windstar Cruises in a professional manner at all times.
• Manage other Guest Relations guest-related requests such as lost and found, FCC, insurance documentation, billing, BBB, and others.
• Other duties as assigned.

Qualifications

• Previous guest relations lead / supervisory experience preferred.
• Extreme flexibility in work schedule with willingness and ability to work hours as required to manage operation, including weekends.

Standard schedule will be Tuesday-Saturday.

• 1-2 years of experience selling and / or supporting the Windstar product preferred.
• Able to perform effectively despite sudden deadlines and changing priorities.
• Capable of displaying a high degree of tact and diplomacy.
• Must be able to communicate in writing and verbally with professionalism, credibility and confidence.
• Strong ability to manage difficult conversations and interactions, to create a balanced resolution to issues / problems, defusing emotion, while maintaining empathy for the overall situation.
• Clearly understands purposes, objectives and procedures of the department.
• Ability to manage self and department to the company Vision, Mission and Values consistently.
• Self-starter with excellent task management skills
• Must be a team player that can take direction and / or work independently as required, in addition to supporting policies, procedures and team members
• Proficient in Seaware reservations system preferred.
• Proficient with PCs, including Microsoft Office application