GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
Skills: Coaching, Team Building, Analytical Skills, Interpersonal Skills, Conflict Resolution
APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. The En…
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
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APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. The As…
APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. The El…
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
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GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. JOB SU…
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
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GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
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GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
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GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
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GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
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GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative …
Skills: People Management, Enterprise System Architecture, SDLC, Stakeholder Management, IT Governance
APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered. The 1s…
Skills: Electrical Power Generation, Electrical Power Distribution, Medium Voltage Systems, Low Voltage Systems, Automation
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Full-time
bachelor degree
Posted 28d ago
~40 hrs/week
Responsibilities
Supervise and coach a reservations team to meet sales targets and ensure high-quality customer service. Manage daily operations including call volume monitoring, staffing, and employee performance appraisals.
Requirements
Requires a Bachelor's degree or equivalent experience with at least 3 years of call center or travel industry experience. Preference is given to candidates with 1-3 years of supervisory experience in hospitality.
Full job description
GROW YOUR CAREER WITH US At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!
APPLY ONLINE If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered.
JOB SUMMARY:
Coach and develop reservations team members to meet or exceed quality, service and sales objectives.
This includes using available performance and call monitoring tools and conducting one-on-one coaching sessions during which positive performance results are celebrated and performance challenges are identified as opportunities.
The objective is to achieve a consistently positive call experience for our travel partners and direct guests, in addition to first call resolution by processing reservations accurately..
POSITION RESPONSIBILITIES:
Supervise, coach, and motivate a team of reservations team members to achieve booked sales targets, sailed revenue goals and ensure excellent customer service.
Resolve issues involving team members, travel partners, and guests by taking appropriate actions and collaborating with other internal departments using the company's set policies and procedures.
Conduct regular quality assurance (QA's) and coaching sessions to maintain the company's service expectations.
Provide phone and email support for reservations, sales, accounting, and other internal departments.
Maintain an acceptable phone service standard by monitoring call volume, hold times, quality of service and consistency.
Monitor staffing hours for payroll purposes and assist with coordinating vacation, personal and sick days.
Ensure adequate telephone coverage is maintained and offer overtime or downtime when necessary.
Prepare and review annual employee performance appraisals.
Conduct interviews and make recommendations in the recruiting and hiring process.
Perform other job-related functions as assigned..
KNOWLEDGE & EXPERIENCE:
EDUCATION:
Bachelor's degree in business, hospitality or related field of studyor, any equivalent combination of education and/or relevant industry experience
EXPERIENCE:
Minimum 3 years call center or related travel industry experience.
Practical reservation system experience within a call center environment preferred. 1-3 years of supervisory experience in travel/hospitality industry highly preferred..
KNOWLEDGE & SKILLS:
Effective coaching, motivational and team building skills required
Strong analytical skills required to review quality and call center reporting
identify trends and opportunities for improvement
Effective interpersonal skills to engage all levels within the organization and external customers with diverse personalities
This is to be carried out in person, over the phone, via e-mail, or through instant messaging
Ability to coach team members to consistently deliver the level of customer service required to achieve a positive customer experience
Ability to coach and drive a high level of reservation content quality with each team member
Ability to remain focused in adverse situations while maintaining strong organizational skills
Ability to defuse escalated situations both with external customers and internal team members
Must have excellent verbal and written communication skills to effectively communicate with internal and external customers
Knowledge of virtual call center functions including managing a remote workforce, virtual training techniques and use of related tools preferred
Intermediate knowledge of MS Office Suite (including Outlook, Word, and Excel), instant messaging, chat, and web conferencing required
ABOUT NCLH Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Imagine cruising just the way you want it: with no schedule to follow but your own. Norwegian Cruise Line is dedicated to making that dream your vacation reality.
We were the first to eliminate set dining times and provide guests with the freedom to cruise on their schedule to over 450 incredible destinations around the world, and we're not slowing down. After all, you deserve to vacation your way, and with NCL you can.
Offices: 7665 Corporate Center Drive, Miami, FL 33126, US
Imagine cruising just the way you want it: with no schedule to follow but your own. Norwegian Cruise Line is dedicated to making that dream your vacation reality.
We were the first to eliminate set dining times and provide guests with the freedom to cruise on their schedule to over 450 incredible destinations around the world, and we're not slowing down. After all, you deserve to vacation your way, and with NCL you can.
Offices: 7665 Corporate Center Drive, Miami, FL 33126, US