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Job description

Please note: The successful candidate will need to be available to work every Saturday - Wednesday 9am - 6pm

About Us:

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands, including Venture Ashore, that welcome upwards of 30 million guests/riders annually. This is a fantastic opportunity to join our growing operations team at the world’s largest independent shore excursions provider, Venture Ashore. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

Job Summary:

We are seeking an Operations Specialist to deliver exceptional service to customers and trade partners. You will book and manage reservations providing end-to-end customer service throughout our global portfolio of products. You will maintain a detailed knowledge of cruise itineraries, tour products, schedules and port knowledge and assist customers to choose the best experiences to enhance their vacation. You will communicate with suppliers to manage and confirm reservations and maintain good relationships with them.

Reporting to the Operations Manager, you will support in delivering the operations objectives of the business.

Responsibilities:

· To assist the contact center in facilitating sales over the phone, via chat and email, with full operational knowledge and offering upsell opportunities

· Communicate effectively with customers, travel agents and suppliers

· Manage reservations to ensure that they are confirmed in a timely fashion

· Amend, cancel and update reservations where required

· Communicate effectively on all Venture Ashore policies

· Educate on product, cruise and tour itineraries

· Ensure that customers have the appropriate travel vouchers

· Input and manage trip information in both Salesforce and operating system

· Partner with product team to ensure that tour product details are properly maintained and displayed based on guest/trade feedback

· Manage manifests and capacity on owned product ensuring maximum profit, applying stop sales/allocations where needed

· Forward provision in top selling destinations and complete seasonal forecasting for suppliers

· Good understanding of yield information to be updated and managed daily

· Partner with customer service team to ensure a high standard of customer experience

· Maintain regular communication with suppliers regarding reservation requests and special requests

· Keep up to date with cruise deployment changes, adjust reservations to support itinerary changes and liase with suppliers and customers accordingly

· Maintain a high knowledge of cruise itineraries, tour schedules and port knowledge

· Conduct site visits and quality assurance checks

· Assist the contact center to ensure sales targets and performance KPIs are achieved

· Create custom tour proposals where appropriate

· Partner with the marketing team to ensure that new products are promoted effectively

· Foster and develop good relationships with existing suppliers and travel agents

· Any other tasks requested by the Operations Manager or Senior Management team within the scope and responsibilities of the role

Skills & Requirements:

· Self-motivated and able to work remotely

· Highly customer focused, friendly and team oriented

· Excellent verbal and written communication skills and interpersonal skills

· Travel industry experience (required) - cruise knowledge (desirable)

· Bachelor’s degree in business, marketing or related field preferred

· Experience in hotel operations, tour operations or related field (at least 1 year)

· Proactive, demonstrating initiative and ability to problem solve

· Excellent organizational skills

· Proficient in Word, Excel, Outlook and PowerPoint

Job Type: Full-time

Pay: £25,000.00 per year

Benefits:

• Company pension
• Employee discount
• Work from home

Schedule:

• Day shift
• Weekend availability

Application question(s):

• Do you have authorisation to work full time and permanently in the UK?

Work Location: Remote