Global Experience Coordinator
2 days ago
Software Resources, Inc. is seeking a highly skilled Global Experience Coordinator to join our team. As a key member of our Destination Experiences Department, you will be responsible for the development, maintenance, and delivery of our luxury cruise and hotel products.
Key Responsibilities:- Support the Product Development of City Stay "Pre/Post Cruise Product" through researching travel trends in high volume regions and developing a firm understanding of what makes a region unique.
- Organize and conduct weekly operations calls with all operators to develop the product, including rate negotiation, pricing strategy, room allotments, etc.
- Setup and build packages in Res 2.0 and manage inventory to ensure we're obtaining additional capacities where required, releasing distressed inventory in line with attrition terms, and keeping all descriptions up to date.
- Coordinate with the Contact Centers and respond to TO Requests on a daily basis to ensure open and active communication with internal stakeholders.
- Oversee the communication plan for City Stays, including ensuring the "Welcome Letter" is sent out, the "Tour Programme Communication" is sent out at 60 Days, and the "Arrival Details" are shared 14 Days prior Check In.
- Manage all correspondence between the company and the Operators, ensure Manifests are sent by Turnaround, support training sessions with the operators, and ensure a seamless product delivery.
- Follow up on guest comments, concerns during travel, and follow through with operators to ensure service recovery.
- Support the Product Development of Experiences through researching the travel trends of high volume regions and developing a firm understanding of what experiences are unique in each destination.
- Setup and build events in Res 2.0 and manage inventory to ensure we're obtaining additional capacities where required, releasing distressed inventory in line with cancellation terms, and keeping all descriptions up to date.
- Oversee the communication plan for Experiences, to ensure visibility in the pre-cruise customer journey as well as where required, critical information is made available.
- Support the team in the development, maintenance, and sharing of the SOP to the Shore Concierge team and operators in each destination to ensure all events are consistently delivered and carried out to Silversea standards.
- Periodically audit, provide feedback, and update SOPs for all Events to ensure consistency and brand positioning.
- Support training sessions with the onboard teams and operators to ensure the product is consistently delivered.
- Coordinate the handover of Operations Plans per event from the Operator to the Shipboard teams to ensure all stakeholders are aware of how to deliver the product.
- Build all Events in MXP and MyAdmin to ensure that internal stakeholders have visibility to the impact of a specific event and to maximize the visibility of the event experience to the guest.
- Support the on-site execution of events where required.
- Hospitality or Tour Operating Experience preferred.
- Fluent in English, both verbal and written skills.
- Detailed oriented and well organized.
- Entrepreneurial spirit and proven self-starter, ability to prioritize and manage multiple priorities simultaneously.
- Must be proficient in Microsoft Office Suite programs and proficient learning and managing multiple systems.
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