Destinations Concierge (Product Development & Sales)

Description

Destinations Concierge (Product Development & Sales)

This position acts as the global Destination Concierge (product development & sales) for all potential and booked guests, as well as travel partners, charter clients, and group leaders. It requires someone with destination and tour development expertise, combined with a strong sales dynamic, to secure pre-cruise shore excursion sales and develop customized land products (shore excursions, hotels, transfers, events, and land packages), primarily for groups and charters. This includes making call-outs to all suite guests and group leaders to offer destination-planning assistance and promote sale of land products. This position also serves guest requests for the creation of non-catalog custom product, including accessible tour requests.
 
Essential Duties and Responsibilities:
• Partner with Sales and Product Development teams in the sale of catalog and custom shore excursions and land products, before, during and after cruises, for all regions globally.
• Call all suite guests and/or their travel partner to offer destination-planning assistance and to promote shore excursion, hotel, and land sales. Book all catalog tours in shorex reservations system on behalf of guest and assist with check-out process. Create and book customized land products within the appropriate application and assist guests with payment process.
• Call all group leaders to promote group products and offer to customize catalog products to meet group needs. Suggest upsell features to enhance the value of the product sold.
• Prepare proposals and quotes for charter clients, group leaders and FIT guests for custom product, in accordance with guidance from Commercial Team.
• Work with Tour Operators to customize catalog tour(s) and land products. Request proposals and review and adjust, as needed before presenting to guest/travel partner. Review pricing and challenge rates as it compares with similar products, to ensure the best net pricing possible. Confirms all programs with Tour Operators directly.
• Communicate tour content, pricing and specifics of any group or customized product to onboard team.
• Monitor and action Destination Concierge email box. Answer all queries in conjunction with other teams within Azamara. Communicate any general land product catalog issues with Product Managers.
• Maintain daily log of callouts, orders and follow-up. Track all financial transactions incurred as a result of call and email actions.
• Answer related questions from Call Center, Sales, Marketing, Revenue, and the onboard teams. Investigate and report upon customer service issues.
• Reconcile invoices to ensure billing is correct and per the terms of any agreements.
• Perform ad hoc projects and analysis as assigned.
 
Qualifications, Knowledge and Skills:
• Bachelor’s degree or equivalent years of directly related experience.
• 2-5 years’ experience minimum in the planning or supporting tour program development and operations. Global experience preferred.
• Extensive prior travel in port cities around the world and knowledge of destination highlights, including tours, attractions, hotels, restaurants, and airports. Shipboard or in-destination experience is very desirable.
• Excellent customer service skills, including the ability to successfully manage calls with difficult customers.
• Excellent verbal and written communication skills in English, including the ability to promote and upsell products and close sales calls, with a second language as a plus (Portuguese, Mandarin, Spanish, Italian, French, or German preferred).
• Demonstrated ability to create quotations with selling prices and commissions, based on net rates.
• Proven ability to work quickly and effectively and to manage and prioritize multiple tasks and projects, with a high degree of accuracy and customer service. Demonstrated ability to adapt to rapid changes and time-sensitive projects.
• Excellent computer skills: Microsoft Office and SharePoint/ MS Teams, Smartsheet, MXP, Seaware
• Must be able to work independently as well as a team member.
• May be required to travel for training, conventions, site inspections, and to accompany clients for the duration of charter voyages.
 
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions.
Thank you again for your interest in Azamara.