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Senior Product Operations Specialist
2 months ago
Job Title: Senior Product Operations Specialist
Job Summary:
The Senior Product Operations Specialist plays a pivotal role in aligning departmental objectives with Crystal Cruises' overarching strategy and commercial targets for luxury travel initiatives. This individual is instrumental in all stages of the design, maintenance, and operation of these programs.
Responsibilities:
- Conduct research on competitive products and prepare data for analysis.
- Accurately compile and distribute product information and necessary updates for product sales and support while adhering to marketing and operational timelines.
- Support the development of Program Charts for luxury travel products.
- Compile product information for accurate and timely Travel Studio implementation and ensure the integrity of information for these products in the system.
- Maintain general knowledge of all destinations featured on Crystal Cruises' luxury journeys.
- Communicate with hotels, local agents/DMCs, and air carriers regarding reservations, itinerary requirements, and operational issues.
- Review Guest Questionnaires, identify issues and testimonials, digitize surveys, and prepare comparative analysis.
- Prepare and maintain a comprehensive timeline for the deposits and cancellations for each destination featured on luxury journeys.
- Partner with other departments as needed to address internal requirements.
- Complete all projects and other assignments in a timely and efficient manner.
- Assist in the preparation of presentations for new journey briefings as well as assembling and distributing the handouts.
- Assist with the creation and distribution of Product Memos indicating product/journey changes or updates.
- Monitor program inventory and work with suppliers to reduce costs as needed to achieve target profitability margins.
Operations:
- Support the creation and preparation of on-tour guest documents.
- Work in partnership with Marketing on preparing the following prior to each luxury journey:
- A&K-branded signs and amenities
- Dinner invitations
- iPad digital content
- Customized on-tour signage
- On-tour operational documentation
- Guest Questionnaires
- Uniform requests
- Electronic surveys for Design your Day activities and gear provided by A&K
- Liaise with amenities suppliers as needed.
- Coordinate travel arrangements for all tour staff.
- Coordinate with Finance for timely payment of the tour staff compensation and incidental cash advances for tour operation.
- Review of the tour staff expense reports and coordination of cash advance reconciliation with Finance.
- Liaise with the RSC to ensure all the necessary pre-departure information (such as forms, waivers, passport copies, etc..) has been received from guests.
- Communicate with private jet charter companies as needed and prepare and send flight manifests for all flight segments.
- Maintain an organized and efficient filing system that includes an up-to-date list of all file titles for easy reference and retrieval.
- Proof all product and marketing-related information for accuracy and contractual compliance.
- Compile, assemble, and deliver 'Common Sense' bag content for tour staff.
- Participate in on-site product launch of luxury journeys: preparation of on-site documentation; procurement and shipment/delivery of additional stock to comply with guest requests (special food & beverage requests, for example); participation in Hospitality Room and Welcome events with guests.
Requirements:
- Demonstrated adaptability, initiative, and a collaborative perspective.
- Skilled in program logistics and operations, with a strong understanding of costing and itinerary construction.
- Skilled in verbal and written communication, problem-solving, and workload management.
- Exceptional organizational skills.
- Must be able to comfortably and eloquently communicate with guests.
- Strong knowledge of World Geography.
- Competency in the use of Microsoft Office applications.
- Knowledge of and competency in Crystal Cruises' Reservation System (Travel Studio).
Education and Experience:
- High School Diploma required; bachelor's degree or related industry experience preferred.
- Proven experience in travel program logistics and operations in the travel and/or hospitality industries.
Special Requirements:
- Must maintain a valid passport.
- Occasional travel, sometimes on short notice.
