Guest Services Specialist
MISSION
Provide world class guest service by having thorough knowledge of all events, always listening to our guests, anticipating guest needs before they happen, trouble shooting and resolving guest problems, and setting the tone for the guest's Sixthman experience
DESCRIPTORS
Knowledge, Personality, World Class Service, Consistency, Communicator, Empathy
RESPONSIBILITIES
• Deliver world class guest service while striving to anticipate guests' needs and exceed expectations
• Represent the Company and serve guests in writing via Email, Live Chat, and social media platforms; verbally through direct communication on phone calls; and in person while working the Company's events
• Develop a thorough understanding of the Company's policies and event details. Be prepared to speak with guests and make the decision as to whether to "Hold The Line" (listen to their concerns but explain to them why their request cannot be accommodated) or whether to "Make It Right" (approve an exception, change, accommodation, etc.)
• Maintain a thorough and up-to-date knowledgebase of all events and venues used, including events hosted on different cruise lines, ships, and resorts, each with its own unique concept, artists, community, activities, and policies. Make recommendations for new documents to be stored via intranet to keep the team informed
• Serve as Lead Ninja on several assigned events representing the Guest Services team in event planning meetings with warrior, tour manager, partner relations manager, etc, sharing top guest concerns, priorities and questions that will then help shape the communication plan and therefore the ultimate planning and execution of the event itself
• As Event Lead Ninja, also on proactive basis ensure collection of past dues and missing guest information, work wait lists and upgrade lists, keep track of declined automated billing, and complete other admin tasks.
• Attend several of the Company's festivals annually and be prepared to serve in the role of Guest Services Lead. This role is the "owner" of the Sixthman Information desk and responsible for leading and training new staff (many outside of Guest Services) to deliver service on site and for ensuring that the Information desk staff for all shifts are informed with all relevant updates and equipped to deliver world-class service
• Collaborate with Warriors to anticipate, identify, and proactively respond to escalated guest concerns related to their events
• Identify patterns and/or escalated concerns for certain events observed through direct guest contact and work with your leader to escalate issues that need immediate attention and resolution including recommending any potential solutions you think would resolve the guest concerns
• Work with guests to identify opportunities for alternative past due payment plans; make and follow up on arrangements to bring balances current
• Ask questions of your peers and leaders about systems, processes, marketing levers, and anything else that could create guest concerns. Make recommendations for change with the focus on improving the reservation experience. Challenge the status quo
• Troubleshoot guest issues with third party vendors and partners including Travel Insurance, Cruise Lines, Resorts, Hotels, and Merchandise pre-sales
• Consistently respond to guest inquiries in a timely and courteous manner
• Work with the IT team to recommend new innovations and improvements to our websites and booking pages as well as other proprietary tools, including our booking system and intranet that impact Guest Services
• Additional projects and duties as assigned
QUALIFICATIONS AND EXPERIENCE
• Bachelor's degree or equivalent experience
• 2 years of experience required (Customer Service experience preferred)
• Must have good verbal, written and interpersonal skills
• Strong analytical skills
• Problem solving abilities
• Detail oriented with high accuracy
• Excellent organization skills and ability to multitask
• Ability to work under pressure and adapt to changes or challenges
• Computer proficiency (Email, Word, and strong Excel skills)
*Must be able and willing to commute to our Sixthman office located in Atlanta, GA
WHO LEADS YOU
Supervisor of Guest Services
EQUAL EMPLOYMENT OPPORTUNITY:
Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement
Applicants have rights under Federal Employment Laws. FMLA | EPPA | Job Safety and Health: It's the Law