Incentive Program Specialist

5 days ago

Miami, Florida, United States Norwegian Cruise Line Holdings Ltd. Full time

JOB SUMMARY

Oversee manifesting, financial management, and event planning for all contracted CM&I groups once the agreement is transitioned from Sales to Operations. Deliver the highest level of client service throughout the planning process, ensuring seamless communication with vessels, thorough preparation across all departments, and accurate completion of all accounting tasks prior to sailing. Focus on tailoring the group experience where possible, optimizing revenue opportunities, and fostering long-term client relationships to drive repeat business.

POSITION RESPONSIBILTIES

  • Organize, arrange and confirm all CM&I group events after group has been sold by the Incentive Sales Specialists. Manages all aspects of assigned CM&I groups.
  • Design and implement customized, unique incentive quality program by offering enhancements and ideas to our standard cruise product based on the client's program.
  • Generate incremental revenue by selling and coordinating customized enhancements such as receptions, dining buyouts, excursions, and specialty events, including research, quoting, and organization with all relevant partners.
  • Prepare preliminary and final ship memos outlining the details of each program (manually and through AffairWhere).
  • Maintain accurate records of all communications with external clients, internal departments and the shipboard teams.
  • Conduct and maintain payment reviews and collections to ensure all funds are received and posted prior to sailing.
  • Manage individual group amenity budgets ranging from $5K to $15K each depending on the size of the group.
  • Collaborates with the Accounting Department to complete accurate and timely reconciliations following each sailing, provides final reconciliation reports to clients, and partners with both Accounting and clients to research and resolve any outstanding issues.
  • Ensure that Charters are set up properly within Freestyle Connect prior to sailing to allow guests to receive/access their documents and accounting to process sailing.
  • Maintain any changes and additions to the manifest up to 4 days prior to sailing.
  • Work closely with CM&I Sales on transitioning clients to ensure better service to accounts and notifying Managers of any issues that may arise requiring their assistance when necessary.
  • Conduct Program Site Day Inspections with clients with sold groups, when necessary, as well as tours and luncheons to assist them in coordinating their program needs.
  • Must be able to sail with CM&I assigned group depending on size and the complexity of programming requirements.
  • Must be able to work on charter embarkation day to manage manifest with client and shipboard team.
  • Will be included in conducting IT testing for Freestyle Connect upgrades.
  • Perform other job-related functions as assigned.

QUALIFICATIONS

DEGREE TYPE:
High School Diploma

EXPERIENCE

  • 3-5 years handling and planning group reservations experience or similar event planning knowledge in the Hospitality industry.
  • Experience with Seaware, Seaweb or other similar reservation systems.

COMPETENCIES & SKILLS

  • Excellent phone and personal etiquette to properly service the clients prior to sailing and onboard.
  • Working knowledge of Microsoft Office Suite to include basic Outlook, Excel and Word.
  • Knowledge of Freestyle Connect or similar reservation systems, AffairWhere, and other applicable apps preferable
  • Ability to work effectively with clients and internal customers to suggest potential options that meet the needs for both business and client while considering consequences in revenue growth and dilution.

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