What are the responsibilities and job description for the Supervisor Custom Air position at Norwegian Cruise Lines?
BASIC PURPOSE: Manage a team of Custom Air and process new Custom Air requests, provide correct fare differential quotation, finalizing accepted requests, and maintaining confirmed air reservations until travel is completed. Supervise and support the custom air process and all customer service aspects of the department.
POSITION RESPONSIBILITIES:
Supervise Custom Air team members and the day-to-day processes including Custom Air queue, phone line, and email inbox, ensuring response time service levels are being achieved.
Supervise and monitor the phone calls, listen to live or recorded calls to assess the quality of the customer's service and expectations and staff meet customer service metrics.
Participate in the recruiting/interviewing and training of new staff. Provide recurrent training when necessary.
Review current department policies and procedures and make updates as necessary.
Assist with escalations from the team, passenger services, sales, and onboard concierge including taking escalated phone calls.
Assist in Custom Air phone queue as needed to assure phone KPI's are being achieved.
Perform other job-related functions as assigned.
KNOWLEDGE AND EXPERIENCE:
EDUCATION: Bachelor's Degree in Hospitality Management or Business Administration
EXPERIENCE: Minimum 3 years supervisory experience, preferably with cruise line/tour operation and/or airline reservations experience. Familiar with airline policy and procedures, and contract pricing, preferred.
KNOWLEDGE & SKILLS: Excellent customer relations skills. Strong written and verbal communication skills to effectively assist passengers and relay appropriate information to management and related departments. Exceptional organizational skills to maintain records of customer files. Must be able to work under pressure. Superior interpersonal skills to work effectively with others. Must be PC literate with working knowledge of Microsoft Office suite. Proficient in Sabre program with two years' experience preferred for team members working with the NCL brand. Proficient in Amadeus program with two years' experience preferred for team members working with the OCI/RSSC brands. Flexibility regarding peak-time work requirements.
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 |