Reduced Rate Desk Specialist

Job Description

Job Description

At AmaWaterways, we believe meaningful careers begin with purpose, passion and a shared commitment to delivering unforgettable experiences. For those who value curiosity, connection and personal enrichment, AmaWaterways offers the opportunity to help craft meaningful river journeys that invite travelers to follow their own current. Built on a foundation of heartfelt hospitality, we treat our guests—and each other—with genuine care, warmth and respect. AmaWaterways fosters a collaborative environment both onboard our ships and across our global network of offices, where team members grow together, support one another and take pride in upholding the high standards and thoughtful service our company is known for.

We invite talented, motivated professionals to explore our career opportunities and begin their journey with AmaWaterways today.

SUMMARY:

This position is primarily responsible for providing administrative support functions for the Reservations Flexible Independent Traveler (FIT) department, assisting in creating and maintaining all reduced rate shared email inboxes, bookings, groups, including but not limited to travel advisor bookings, interline bookings, cruise certificates, gift-a-trip bookings, staff bookings, and media personalities arrangements.

DUTIES AND RESPONSIBILITIES:

• Exceeds travel partner expectations through the completion of all reservation and sales-related processes as listed. Other duties may be assigned.
• Work closely with the Supervisor, River Cruise Support, to handle all reduced rate booking inquiries.
• Maintains a strong work ethic and succeeds in working both in a group setting and individually.
• Collaborates with team lead or supervisor, on internal and external escalated inquiries, makes recommendations for appropriate solutions, and when appropriate, takes initiative to process independently.
• Maintains open and respectful communication with everyone on the team.
• Audits own work for errors and works to correct them.
• Assists in monitoring the reduced rate team email queues.
• Assists in making outbound calls to inform of reduced rate bookings made, communicates terms and conditions of said reduced rate bookings and collects payments.
• Assists in reservation cancellations for any reduced rate booking and accordingly to specialized reduced rate booking terms (may differ from AmaWaterways standard terms).
• Intake all special and custom requests from consortia groups, ensuring accurate documentation and coordination with the Sales and Operations department, as well as any consortia representative(s) assigned to the consortia FAM group.
• Assists in developing and maintaining efficient procedures that aid in the teams and Company’s efforts to maintain exceptional customer service experience.
• Assists in developing and maintaining relationships with travel agencies and direct guests to ensure continued loyalty stays strong throughout all team communications.
• Participates and contributes to the team in order to maintain a high-energy customer service environment through positivity and excitement to sell.
• Maintains open and respectful communication dialog with all departments within the company.
• Completes telephone and email correspondence respectfully and relays messages professionally.
• Organizes tasks to meet deadlines and is flexible with adjusting priorities.
• Takes internal inbound calls to support the reservations team on all reduced rate inquiries.
• Uses appropriate apps and technology to gather reduced rate booking information.
• Accurate completion of all activities related to FIT and group reduced rate reservations ensuring that all guests/clients receive the proper components of their vacation.
• Maintains constant communication with the clients to ensure that all their needs are met in an efficient and timely manner.
• Responsibilities include efficient and timely response to all parties, both internal teams, and external clients such as travel agents and guests, paying special attention to the accurate recording of information and efficient processes.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• Bachelor's Degree (BA) from a four-year college or university, or two years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: Internet Software, Spreadsheet Software, Word Processing Software, Electronic Mail Software, Inventory Software; Microsoft Office Suite; Payroll Systems, Phone Software, Contact Management Systems; Reservation Software
• Other skills required: Ability to read and interpret documents such as safety rules and procedure manuals.
• Ability to write routine correspondence professionally while demonstrating business ethics and customer service.
• Ability to speak clearly and effectively via telephone and in person.
• Ability to calculate figures and amounts such as discounts, interest, and commissions, by adding, subtracting, multiplying and dividing.
• Excellent organizational, interpersonal communication, and computer skills.
• Clear and conceptual thinking ability is a plus.
• Must be able to work independently and productively with minimum supervision.
• Able to work a flexible schedule to include weekends.
• Expansive knowledge, preferably through personal experience, of world geography and foreign countries.
• 2+ years of sales and/or customer service experience or a combination of both.
• May opt for domestic and international travel on an as needed basis.
• Business Related Contacts: Operations Department - Coordination of all land-related requests/activities, as well as any custom requests for travel advisor consortia groups. Ensures all special requests are entered into the manifest and/or group summary and documents are printed and sent out promptly.
• Air Department - Liaise with team regarding any questions they have on travel advisor FAM bookings, including consortia groups and ECV bookings.
• Accounting Department - Handles all payments/credit processing and balances groups.
• Information Technology (IT) Department - Reporting reservation system errors, as required and escalating when not resolved in a timely fashion. Requesting rate builds as applicable to consortia FAM groups based on negotiated rate by Sales Department. Working to ensure FAM dates noted for online application are correct and available to agent partners.
• Marketing Department - Interfaces with the Department for all reservations needs.